In the car business, we set a process for everything. We buy software for pricing, accounting, inventory, and lead management to get all the team members going in the same direction to sell efficiently and service inventory. It is hard to believe it, but we hear managers say I cannot get my staff to do this task. I started in the car business in 1984, and my manager would give me processes to implement for many veteran salespeople, which gave this girl a hard way to go. I would go round and round with them. My boss would delight in asking me, “Where were you weak?” He always seemed to enjoy lowering the hammer on the staff on what we were and were not going to do.
In those days, we ruled more by fear factor rather than respect or cooperation. Looking back, I needed more of his endorsement and involvement. The staff resented the hammer. As a manager, you must have buy-in from your entire staff to implement a change or process. Do you need the ability to check or monitor the staff to see if the processes are in force or if the software is being used? What happens if people do not follow the process? Are they defiant, insubordinate, did not know about the change, or did not understand? Would it be easier to let them slide? What does it matter? We will experience some or all of the following without following the same processes.
1. Inconsistency: Tasks may be completed differently each time, leading to variability in quality and outcomes.
2. Inefficiency: Deviating from processes can cause delays and wasted resources, as individuals may spend more time figuring things out independently.
3. Increased Errors: Without a standardized approach, the likelihood of mistakes increases, which can lead to further complications and rework.
4. Communication Breakdown: Processes often include clear communication channels. Ignoring them can result in misunderstandings and a lack of coordination among team members.
5. Lower Morale: When team members see others not adhering to processes, it can lead to frustration and resentment, affecting overall team morale.
6. Difficulty in Training: Without a clear process, new team members may struggle to learn their roles, leading to a longer onboarding time.
7. Compliance Risks: In regulated industries, not following processes can lead to compliance issues, resulting in legal or financial penalty
My question is, should you tolerate non-compliant staff? How can we ensure our people know what is expected of them?
Implementing a process typically involves several key steps:
Define the Process: Clearly outline the steps, objectives, and expected outcomes. Ensure that everyone involved understands it.
Communicate: Share the process with all relevant stakeholders. Use meetings, training sessions, and documentation to ensure everyone is informed.
Assign Responsibilities: Designate specific roles and responsibilities to individuals or teams to ensure accountability.
Provide Resources: Ensure that the necessary tools, resources, and support are available to facilitate adherence to the process.
Implement Monitoring Systems: Use metrics or KPIs to track compliance and performance. Review progress regularly and gather feedback.
Enforce Compliance: Establish reasonable consequences for non-compliance and rewards for adherence. This may include performance reviews or incentives.
Review and Adjust: Regularly assess the process's effectiveness and make adjustments as needed based on feedback and performance data.
By taking these steps, you can effectively implement a process and ensure it is followed consistently. Ensure we continue tracking and monitoring, or our process will evaporate. Like it or not, people need guidelines, methods, and boundaries. Do not let things slide. They will know where you are weak.
-Pam Humphrey
Performance Engineer
Lotpop Inc.
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