Lean Tips Edition #164 (#2670 - 2685)

For my Facebook fans you already know about this great feature. But for those of you that are not connected to A Lean Journey on Facebook or Twitter I post daily a feature I call Lean Tips.  It is meant to be advice, things I learned from experience, and some knowledge tidbits about Lean to help you along your journey.  Another great reason to like A Lean Journey on Facebook.

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Here is the next addition of tips from the Facebook page:

Lean Tip #2671 – Outline a Clear Team Vision for Your Frontline Employees.

Your frontline employees are your direct connection to your customers and potential customers – they’re the ones who are in direct contact with those customers, and need to be able to understand your organization’s ambitions and goals in order to provide superb customer service experiences for everyone they interact with. However, many times, frontline employees feel as though they’re disconnected from corporate – they don’t always feel as though corporate understands them, or that they’re really linked in with what’s happening at corporate headquarters.

Investing in training and helping your frontline employees to really understand what your corporate vision is, what your brand means, and how they can assist with achieving company goals is a great way to motivate your frontline employees.

Lean Tip #2672 – Create a Sense of Purpose Around the Customer.

To build a genuine sense of purpose and meaning, the employees in the experiment stores were taught how to connect every product, process, and policy to the benefit and impact they had on customers. If they couldn’t connect an action to a customer outcome, they were taught that it was safe to ask questions until they understood.

Lean Tip #2673 – Value Employee Opinions

Don’t stop at collecting feedback regularly. Many frontline workers have great suggestions to improve the experience they offer their end-users and colleagues. If someone has a good idea, implement it.

Even if management decides an idea is not feasible, it’s important to communicate the reasons behind the decision to the frontline worker. This lets them know that, while you will not be going forward with their idea, it was at least heard and considered. The worst thing you can do is ask for feedback and go completely silent as to its progress. When this happens, workers feel as if they’re sending their ideas into the ether, never to be heard of again.

Lean Tip #2674 – Listen and Empower

Coaching requires both encouragement and empowerment. As a manager and a leader, your job is to build one-on-one relationships with employees that result in improved performance.

Your employees are likely to have a lot of input, questions, and feedback. It’s important for them to know you care enough to listen to what they have to say, so encourage them to share their opinions.

Some employees will have no problem speaking their mind, while others will need a LOT of encouragement before they share an opinion with you openly. Once they do open up, be sure to respect those opinions by discussing them, rather than dismissing them.

Lean Tip #2675 – Make Employees Part of Customer Experience.

Frontline employees have some truly impactful insights about customer wants and needs, and whether a company is meeting them. Make it known to employees that they are welcomed to share these insights and give them a path to follow in order to do so, whether that’s directly through their manager or another channel. Also, share regular updates related to the customer experience such as progress made towards organizational goals or new initiatives being launched. That way, everyone is invested and on the same page.

Lean Tip #2676 – Make Employee Satisfaction a Priority To Improve Customer Satisfaction

Simply put, when your employees are happy, they can provide better customer service. Studies have proven that employees often perform better at the jobs when they feel appreciated. Give each employee a personalized ‘thank you’ every now and then, and introduce an employee of the month program, if you don’t have one already. If you can help your employees take pride in their jobs, their work performance will also improve.

Lean Tip #2677 – Empower Employees to Solve Problems on Their Own

Hiring problem-solvers does you no good if you don’t empower them to actually solve the problems that come their way.

Every company has rules, but beware of creating such a rigid structure that your employees can’t deliver good service. Whenever possible, give your team the leeway to solve a customer’s problem within guidelines you’ve created. Empower them with the authority and flexibility to find creative or alternative solutions to issues when they arise, without having to get your sign-off on every little thing.

Lean Tip #2678 – Be an Optimistic Problem Solver.

Frankly, one of the great tests of someone’s positive attitude is whether they focus on problems or solutions.  As Henry Ford once said,

If you think that you can do a thing or think you can’t do a thing, you’re right!

In the context of solving problems this is a very important issue as a pessimistic attitude will hold you back from finding solutions and will probably make you cynical about other people’s efforts as well.

The next time a problem comes your way, don’t sigh and wait for the world to come to an end, immediately understand that there is a solution out there and it’s your exciting job to find it.

Lean Tip #2679 – When Solving Problems Put Aside Time to Think. 

One of the restrictions to effective problem solving is time.  In our busy days, it is easier and quicker to rant about a problem and come up with a knee-jerk reaction rather than consider a well thought out plan that may stop more problems from occurring in the future.

Steven Covey calls this the “Important/Non-urgent” time that we really should be scheduling into our diaries so that we can spend time coming up with creative solutions.

Brainstorming with others can be a helpful component of this, but don’t fall into the trap of just organizing another meeting if you don’t have a clear outcome that you are after.

Lean Tip #2680 – Celebrate When a Solution Has Been Found. 

We don’t do this just to pat ourselves on the back.  Celebrating can be a great way of consolidating a culture of focusing on solutions rather than problems.  It doesn’t have to be an extravagant celebration, but doing something positive to reinforce behavior and feelings that you want to experience again assist in creating new habits that are much more resourceful and solutions focused.

Lean Tip #2681 - Create Coaching and Mentoring Opportunities

One of the best ways to develop future leaders is by having them learn directly from other successful leaders. Once you’ve identified candidates that could potentially be great leaders, match them up with a great leader to mentor them, coach them, and consistently provide feedback. A mentor can provide customized guidance that helps prepare junior employees to become more effective leaders in the future. Building these strong relationships early creates opportunities for open, honest lines of communication throughout the leadership development process.

Lean Tip #2682 – Use Job Rotation to Broaden Experience

Give your workers a chance to broaden their expertise by working in different parts of the company. This will allow you and them to discover both their strengths and the areas where they need additional training. It will also give them an appreciation of other roles that will be beneficial in managing others in those areas.

Lean Tip #2683 - Provide “Stretch” Assignments for Employees

Offer a chance for your employees to prove themselves while also cultivating new talents. Providing assignments that stretch them outside of their comfort zone will force them to learn to better manage stress and tap into their creativity and problem solving abilities. Even failure can provide valuable lessons that can better your team.

Lean Tip #2684 - Invest in Your Team’s Education

Top leaders are typically people who have a commitment to learning and development, and who are continually looking for ways to expand their skills and knowledge. As such, if you want your current workers to become the best leaders possible, it’s wise to invest time and money into their education. While you can leave learning up to them, you’ll find that they develop much more quickly if you aid them in this area, and show you’re willing to invest in them.

Lean Tip #2685 - Offer Opportunities for Leadership Development

Incorporate developing future leaders as part of your firm’s business strategy. Come up with a leadership plan that details all the steps that an employee needs to go through from one level to the other. Let every employee benefit from the experience he or she receives while keeping in mind that formal training can be of great help too. When offering chances for your workers to express what they have in various roles, ensure that they have access to guidance and support that they require to give better performance.

 

4 Techniques for Better Brainstorming

It’s often said that inspiration strikes when you least expect it, but that’s a rather inefficient way to drive innovation and creativity. Just think of a time when you, or a team you were on, needed to solve a particular problem. As soon as you begin thinking of ideas, your mind goes blank.

The point of brainstorming is to produce a comprehensive list of potential ideas, solutions or plans. When done well, brainstorming should increase participation, reduce inhibition, stimulate ideas, increase creativity and be a group process.

The general rules for all brainstorming methods are:

• Focus on quantity first-capture as many ideas as possible.
• Encourage and welcome all ideas - ask the team to dig deep and think beyond the obvious - every idea submitted should be captured.
• Hold off on judgment, criticism or reality checks - this should be a “safe time.” Ideas will be discussed and debated later.
• Use short phrases and bullet points, not paragraphs and lengthy explanations.
• “Piggy back” on others’ ideas. Outlandish ideas can be stepping stones to good, workable ideas.
• Although it can be helpful to give a brief overview of brainstorming rules, there’s no need to go into an elaborate explanation. “Let’s brainstorm annual priorities that will move us toward our 3-5 year strategic plan. Remember, let’s not judge the ideas but just capture and understand them first.” Then, begin your chosen method of brainstorming. As you move through the process, anticipate that someone will break the rules - that’s when the facilitator steps in and makes the correction.

Everyone everywhere uses brainstorming techniques to get the creative juices flowing. There are numerous methods for running more effective brainstorming sessions, including:

Round Robin

Ask for a volunteer to start the brainstorming process with one idea. The facilitator captures the idea on a flip chart for all to see. Ask the volunteer to choose whether to go to the right or the left, allowing the person sitting next to them to offer one idea. The facilitator continues to chart the answers, going around the room until everyone has had a chance to contribute at least one idea. You can then try to take a second pass around the room if the ideas are flowing freely, or you may open it up to anyone who has another idea not previously mentioned.

Freewheeling

If you’re working with a group where equal participation is not an issue, you may be able to open the brainstorming session up by asking for ideas, allowing people to offer suggestions in any order at all. Be sure to chart all ideas with short bullet points using the participants’ words. This method can go fast, so you may want to ask for a volunteer to help chart answers using a second flip chart.

Group Pass

Each person in the group starts with a piece of paper, writes down one idea, and then passes the piece of paper to the next person. The next person then builds on the original idea, adding a few thoughts. Continue around the room until the owner gets their original piece of paper back. You can then ask each person to take a minute to review their original idea and share with the team.

Silent Reflection

Some people need a little time to think and formulate their ideas. Instruct the team that you are giving them a certain amount of time (5-15 minutes, depending on the topic) to think and write down their ideas. You can ask them to write their ideas on sticky notes, one idea per note, or list them on a sheet of paper. If you use sticky notes, you can then ask them to read one idea at a time and place them on the wall, grouping all similar ideas together. If they are written on a piece of notebook paper, you can use the Round Robin method to share and chart the ideas.

Brainstorming is a terrific technique for idea generation, coming up with alternatives and possibilities, discovering fatal flaws, and developing creative approaches. But it’s only as good as its participants and facilitator. The better you are at selecting participants, setting the stage, and encouraging discussion, the better your outcomes are likely to be.

Lean Quote: Leaders Should Be Learners

On Fridays I will post a Lean related Quote. Throughout our lifetimes many people touch our lives and leave us with words of wisdom. These can both be a source of new learning and also a point to pause and reflect upon lessons we have learned. Within Lean active learning is an important aspect on this journey because without learning we can not improve.

"The ability to learn is the most important quality a leader can have."   — Sheryl Sandberg

I agree. To learn is to grow, it is to evolve, it is to master. These are all things leaders should be doing.

Leaders set the tone for an organization. As a leader, you must be agile in your responses to the ever-changing marketplace and business climate. You're charged with growing organizations. Learning is a huge part of this growth process.

This growth-focused learning can take various shapes within an organization. It can be organic, formalized, personalized or on-demand. Whatever the shape, learning needs to be part of a leader's commitment to improving both personally and professionally.

Leaders who value the impact of learning on growth and talent retention drive an organization where learning is part of the organizational DNA. When you set the example in your commitment to learning, you create organizations that are serious about learning. How you are able to use failure to learn can set a good example for others to use these important lessons for improvement. It's about how you view failure is what can either encourage progress or hinder future success.

There's a reason we call it "lifelong learning." Learning should never end. It is an investment in time and money. Many leaders give excuses of why they cannot take time to learn. Learning should be a priority, not an option. Professional development is an investment that successful leaders embrace.

If you want be an incredible leader in your industry, learning is where you should start.

The ABC’S of Effective KPI’s

KPIs, or Key Performance Indicators, are metrics used to track the performance of a business, a department, or individuals against goals. When designed and implemented properly they can define the direction of a business, provide essential feedback and help organize individuals, teams, projects or entire businesses to optimize performance. The key is to choose the KPIs relevant to your industry and business goals — focusing on the wrong ones is costly to your company.

One of the most effective ways of evaluating effectiveness and appropriateness of a KPI is considering the ABC’s of the KPI:

Aligned to Objectives

The most effective KPIs are closely tied to strategic objectives and help answer critical business questions. Therefore, a good starting point is to identify the questions that the decision makers, managers, or external stakeholders need to have answers to. Start with the basics and understand what your organizational objectives are, how you plan to achieve them, and who within the organization can act on this information for each outlined goal. The key is to define KPIs that effectively track to that business goal and to scrutinize existing KPIs for relevance to objectives.

Balanced

When selecting KPIs, it is very important to have a clear picture of how the organization is performing, and balancing KPIs will provide a complete overview of organizational performance. Balancing implies selecting KPIs that complement one another. The main balancing approaches refer to ensuring that we measure both:

       ·        Quantity and Quality;

       ·        Subjectivity and Objectivity;

       ·        Efficiency and Effectiveness.

Context-Driven

Effective metrics need to be relevant to individual employees. Relevance ensures the right decision makers are responsible for measuring specific KPIs — increasing the likelihood of a successful outcome.

Decisive

The purpose of having KPIs is to drive action that affects results. Many times I find that companies track, measure and report on a boatload of KPIs every week, but there are only a handful that ever cause anyone on the team to take action. This is a big waste of time for those responsible for collecting and reporting the data, and can easily cause a team to overlook the few that really do matter.

Easy to Understand

A KPI should be simple, straightforward and easy to measure. Everyone involved in a goal should be able to recognize their role in enacting a KPI. If a goal is clear, staff can make practical decisions that lead to achieving the desired outcome.

Few in Number

Having too many KPIs can result in what I call KPI overload. So many organizations think that by having 8-10 KPIs per department, they will be better able to assess the performance of the company. WRONG. (K.I.S.S. Keep it simple, stupid!)

Truth is: when you have 100 KPIs, no one has the time or energy to look at every one of them. All of the sudden, those KPIs become redundant to the company.

Gains Momentum

While KPIs will vary, it is especially important to consider the big picture and think about what’s needed to lead your business to success. Measuring that success is particularly important. It helps you determine if your company is gaining momentum and if your hard work and investments will pay off in the long run.

Has Ownership

It’s imperative that you have clear accountability for how your data is acquired, how it’s being reported on, and who can speak to what occurred during that reporting period. This way, your data truly tells a story, and you can understand why the numbers are the way they are.

Incentive-Driven

It’s no use building business KPIs for the sake of it. Managers should want to build business KPIs that positively affect the company. As such, not only should they be easy to understand, but employees should also know how to achieve an effective outcome. Setting unachievable goals can be a big de-motivator for employees. The more realistic the goal of a KPI is, the more likely teams are to reach it. Employees must be able to look at those metrics and see how they influence those things.

There are thousands of KPIs to choose from and most companies find it hard to select the right ones for their business and instead end up measuring and reporting a vast amount of information on everything that is easy to measure. It’s important to determine which measurements in your business are indicators of true performance. Paying close attention to those measurements, your KPIs, can help identify areas of success and areas for improvement.

In today’s challenging and competitive business landscape it is more important than ever that business leaders and senior executives are able to make better informed decisions, improve performance, and seek out new and novel ways to gain the edge over their competition. KPIs, when properly understood and used effectively, provide a powerful tool in achieving just that. Without them, organizations are simply sailing blind.

Lean Quote: Cultivating Gratitude Has Enormous Benefits

On Fridays I will post a Lean related Quote. Throughout our lifetimes many people touch our lives and leave us with words of wisdom. These can both be a source of new learning and also a point to pause and reflect upon lessons we have learned. Within Lean active learning is an important aspect on this journey because without learning we can not improve.

"Gratitude is not only the greatest of virtues, but the parent of all others."   — Cicero

It’s that time of year where many people begin thinking about everything they have to be thankful for. Although it’s nice to count your blessings on Thanksgiving, being thankful throughout the year could have tremendous benefits on your quality of life.

In fact, gratitude may be one of the most overlooked tools that we all have access to every day. Cultivating gratitude doesn’t cost any money and it certainly doesn’t take much time, but the benefits are enormous.

Research reveals gratitude can have these benefits:

1. Gratitude opens the door to more relationships. Not only does saying “thank you” constitute good manners, but showing appreciation can help you win new friends. A recent study found that thanking a new acquaintance makes them more likely to seek an ongoing relationship. So whether you thank a stranger for holding the door or you send a quick thank-you note to that co-worker who helped you with a project, acknowledging other people’s contributions can lead to new opportunities.

2. Gratitude improves health. Grateful people experience fewer aches and pains and they report feeling healthier than other people. Gratitude reduces a multitude of toxic emotions, ranging from envy and resentment to frustration and regret. Not surprisingly, grateful people are also more likely to take care of their health.  They exercise more often and are more likely to attend regular check-ups with their doctors, which is likely to contribute to further longevity.

3. Gratitude improves self-esteem and mental strength. A researcher found that gratitude increased athlete’s self-esteem, which is an essential component to optimal performance. For years, research has shown gratitude not only reduces stress, but it may also play a major role in overcoming trauma. Recognizing all you have to be thankful for – even during the worst times of your life – fosters resilience. Other studies have shown that gratitude reduces social comparisons. Rather than becoming resentful toward people who have more money or better jobs – which is a major factor in reduced self-esteem- grateful people are able to appreciate other people’s accomplishments.

We all have the ability and opportunity to cultivate gratitude. Simply take a few moments to focus on all that you have – rather than complain about all the things you think you deserve.  Developing an “attitude of gratitude” is one of the simplest ways to improve your satisfaction with life.

Happy Thanksgiving!

Thanksgiving Day has evolved over the years as an important holiday. It is not just about feasting and merrymaking. The tradition of Thanksgiving dinner teaches us to appreciate the finer things in life. It is about showing one's gratitude for the blessings that we are showered with. In all the hustle and bustle of getting ready for Thanksgiving, take a moment to focus on what being thankful is all about.

 

More Than A Day

As Thanksgiving Day rolls around,
It brings up some facts, quite profound.
We may think that we're poor,
Feel like bums, insecure,
But in truth, our riches astound.

We have friends and family we love;
We have guidance from heaven above.
We have so much more
Than they sell in a store,
We're wealthy, when push comes to shove.

So add up your blessings, I say;
Make Thanksgiving last more than a day.
Enjoy what you've got;
Realize it's a lot,
And you'll make all your cares go away.

By Karl Fuchs

 

Being thankful for what we already have is probably the most powerful tool of positive thinking. The ability to notice what we already have and to consider ourselves blessed with it truly unlocks the door to abundance and to feeling good.

The Importance of Gratitude in the Workplace and 3 Easy Ways to Show It

As the holiday season rolls around again, you may be thinking about all the things you’re thankful for. Have you brought that attitude of appreciation into the office? Gratitude in the workplace is essential, and not just during the holidays. The acknowledgement you give your employees can go a long way. Don’t be afraid to praise your employees for the successes, both big and small.

Here, we discuss 3 easy and effective ways to show gratitude to your employees:

1. Words of Affirmation

Studies have found saying ‘thank you’ to employees boosts their morale, increases their job satisfaction, and creates an overall healthy, positive culture. Whether you want to say it face-to-face, put it down on paper, or send it via email, make sure you regularly thank your employees for all that they do for the company. Employees are so pleased to receive a note or email from their boss thanking them for a job well done.

2. Gift Giving

From points-based incentives to performance-based incentives, employee of the month to suggestions of improvement, giving employees a gift to thank them for their outstanding efforts is a great way to boost motivation, satisfaction, and positivity in the workplace.

The type of gifts employees appreciate include gift cards, opportunities to upskill (training programs or courses), or something that caters to their interests (event tickets like concerts or art exhibitions, restaurant vouchers, a book you had discussed with them, etc.).

3. Quality Time

Managers and employees spend a lot of time together in the workplace – be it in team meetings, over a cup of coffee in the kitchen, at social events, etc. but in most cases, these meetings are just by chance. Communication between managers and employees is important – employees want regular meetings for performance reviews or to be updated on important business matters; communication like this is what makes them feel valued in the workplace.

Regularly schedule ‘quality time’ with your employees. The purpose of this meeting is to discuss their performance and career path, find out if there are any areas in the business they would like to upskill in, and recognize them for their strong contribution towards the company’s goals and objectives.  It’s important that these meetings are done on a frequent basis to keep high levels of productivity and interest in the workplace.

Overall, as with any “culture” initiatives, gratitude in the workplace starts at the top. If your employees see you practicing appreciation, they will follow suit and express thankfulness to their coworkers. Making gratitude a cultural focus will increase productivity across the board and create a much better environment for everyone – including you.