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This doc is not designed as an exact decision making document,
it is expected that managers can and will make their own decisions depending on the circumstances of their department
They should know the priority of the resources and if short of resources which areas to focus on
i.e for operations @ JJ our focus is
1.make sure parts are shipped on time as required - so if we have a building project and an order that needs to be ready , we will make sure the order is ready first
2. stop double physical handing -we have cars arriving ,we have cars being dismantled - if we have to move something in order to get to something else then this is doubling handling and inefficient so we want to prioritize resources to prevent this
3. work on increasing efficientcy - if # 1 and # 2 are up to date then we look at what tasks we can do in order to permanently increase efficientcy ,we are only looking at 1 % improvements
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GENERAL GUIDELINES TO ASSIST WITH DECISION MAKING
--1.Staff should have a KPI that they know about and are working towards
--2. we e should have back up staff so if one staff busy/absent another can cover to do any task , especially tasks that happen every day and every week .
--3.The process should be documented and we should keep this up to date - why? so we all do it the same way , if we train new staff its easier
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-WEEKLY HOURS LIMIT-
Its unsustainable to work excess hours EVERY WEEK ,
it simply will result in poor tired output ,however at times and as long as it is not often staff will be required to work extra hours , this is ok as long as it is not often and we are working efficiently
We have a weekly limit and budget for each team and unless we have unique circumstances then we need to either adjust it as required or adhere to it
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SCHEDULE
We have a business that has different staff doing different parts of a process ,our customers need consistent outcomes.
SO we need to have a consistent schedule that we stick to , we operate in a no excuse culture
The team schedule should be current and documented in the team training /tasks doc .
If team member is not available as per schedule they need to inform manager,
If manager themselves is unavailable then they need to inform their manager(or assigned person this is on team set up docs table ) and 2IC
The definition of being note able to make schedule is 15 minutes different
i.e if 5 minutes late all good , if you will be not available for 30 minutes when you should be available then inform the assigned person
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I SORT OF CANT WORK BUT I WONT BE .....
Most of our support teams work from home and that is great , but the resulting work must be the same as if we were in an office corporate environment ,
It very hard to do this if we are working off a small laptop with poor internet and without the usual resources we have from our home workstation.
So mostly unless team can work from home as usual with proper set up (computer/internet/work station) then they are better to not to work at all, what can happen is that we have mistakes and issues that we are fixing for the next few weeks.
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-COMMUNICATION, BEING RESPONSIVE ONLINE -
We have a remote distributed team at all different locations ,it is essential we can efficiently communicate with each other ,so team members need to be ONLINE when they are working and must work to the required schedule ,If we have to wait for a reply from one person then the complete process stops and causes all others to wait
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MANAGEMENT ORGAINISATION
SET A CLEAR UNDERSTANDABLE TARGET FOR YOUR DIRECT REPORTS-
EVERYONE NEEDS TO UNDERSTAND WHATS CLEARLY EXPECTED OF THEM
Managers need to be the most productive staff of the company –IF YOU ARE ORGANIZED YOU ARE PRODUCTIVE
ORGANIZED-= On time , using tickets with correct process , following guides
WHEN PRIORITIZING PROJECTS
THINGS TO DO/TASKS THAT ASSIST IN PRODUCTIVITY GO TO THE TOP OF THE TASKS LIST
THINGS TO DO / TASKS CANT DISAPPEAR AND NOBODY BE RESPONSIBLE FOR THEM
At the start of the Day Start day –FIRST THING !
Start to Plan the day for yourself and team Clean out emails –either action then and there or move into outlook tasks and prioritize
Tasks list –prioritize using priorities-% complete tools
Manage performance -tasks/priorities for direct reports
Print out tasks list this is the action sheet for the day –we will scribble things on this as they come up
MID DAY AFTER LUNCH
Check emails –review tasks
Reallocate priorities (that is tasks list )
Manage performance -tasks/priorities for direct reports
Reprint tasks list this is the ACTION SHEET - we will scribble things on this as they come up
END DAY
Review tasks completed –send of reports as required
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TRAINING NEW STAFF
TRAIN ACCORDING TO TO THE TRAINING DOCUMENT
We will always need to keep training documents updated as our processes and technology evolve and often when training new staff the
changes in the written document are highlighted so we must keep the training documents up to date as we train
If trainee has questiosn we will confirm these arent in the training document and if it is a question that maybe asked again we will add this as a FAQ in the document
KEEP IT SIMPLE AS WE START
--Staff that have been with us a few days should be getting training on things that dont have many different variables and that happen multiple times every day, this means the trainee can practce what they are taught and also can start to add value
-Once first tasks are mastered then we move to next training but we keep the steps small ,its ok if trainee is slow and can only do 80% of the items of a new task ,as long as we can efficiently see the 20% of items that they cant do
-New staff cant keep learning new tasks every day for a full day ,so let them master some simple tasks and gradually train them on new tasks
In the first days new staff should be only taught things that happen multiple times every day , once mastered then new staff
in the first weeks should be only taught only things that happen at at least once per day , once mastered , then new staff
in the first months , new staff should be only taught things that happen multiple times every week
this gradual step process means new employees can add value as well as not being too confused with new learning