The person doing the job  is responsible to

Managers/trainers should

THE STEPS TO CHANGE -IMPROVE  

We have issue or person doing the job sees how it can be done better - they confirm existing process 

together they verify that this change

Manager documents,distributes changes (THESE STEPS HAPPEN QUICKLY )

Manager rechecks in after trial period and refines as required or locks in as updated process  

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FOLLOW THE PROCESS SYSTEM – 

That’s what makes our big complex business efficient /competitive and sustainable .its not much fun fixing the same errors every day and having complaints issues due to careless errors

Once we follow the process ,its easier ,it’s a base for improvement and flexibility

HOW GOOD DOES THE PROCESS SYSTEM NEED TO BE ?  -

IF PROBLEM –ISSUE – that’s great it’s a training opportunity and we can review and improve

INITIAL EFFORT –fix it now keep customer happy- 20% effort 

NEXT ESSENTIAL EFFORT –source the issue and action –train or improve process ( if required ,not for one off issues ) - 80 % effort 

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THE PROCESSES ARE OUR COMPETITIVE ADVANTAGE ALL STAFF EXPECTED TO BE PART OF THE SOLUTION

The processes and our team involvement in adhering to and improving the processes is our competitive advantage 

Encourage all team to look at how we can make it 1% better !!!!

If we identify change ,we test/measure ,then improve documentation ,then train ,then review and adjust as required ,all steps documented

MANAGERS

Are the leaders ,the team will be led by the managers behavior

FIX ISSUES –fix it for today and then look at improving the processes

MANAGE CHANGE - as required –do it the first time ,establish required process ,document and train to this process

INSPECT - Inspect what they expect ,they know the KPI’s AND train/ENCOURAGE  and manage their teams as required

Managers

 aren’t often doing the same tasks every day , ( unless this task is highly skilled and doesn’t take up more than 50% of their time )

they are doing the new tasks ,and setting up our processes and guides ,setting kpis

they are filling in for one offs ( i.e absent/sudden under capacity )

they are looking at the KPI actioning as required

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