Face to Face Communication

What gets measured not only gets done but gets improved. (That's what I read and based on my experience it does work that way.)

We went ahead with our scheduled audits to sustain good service. I asked Jay to put the results in writing. Patrick came up with a form and procedure where the supervisors themselves will audit their line and their people, then they are to put in ink their findings to ensure that the requirements are satisfied. I am happy with Patrick's initiative and Jay's obedience to sustain the audits.

Looks to me they are all fired up. But I should be able to get direct feedback from the people themselves. So, I started visiting the three shifts at different days and hour. Jay himself was worried that implementing the rules was strict, that was how he viewed it. He was the first individual I had to manage.

I went to the working area and talked to the rank-and-file about things that they may observe to be changing. Examples of which would be some old rules that will be fully implemented. I believe this is a micro managing change strategy.

The supervisors and the old-timers were agreeable to the plan, no violent reaction because we have been through these things before. No one was actually suspended but their ways were corrected. The last time we went through this process, they had the experience of reaping the rewards. They were awarded as team when their shift passed the customer audit. They even received a cash bonus. So, they knew we were doing this with good intentions, not merely to suspend or fire people.

Jay was kinda new that is why he had some fears and hesitations. This triggered me to focus on the new comers. I approached the newer hires and in a light manner, re-welcomed them and explained the current goals, plans, the strategies. I also used the opportunity just to hear them say what's on their minds.

It pays to talk to the people to make them understand the whys of things, instead of just throwing the rules for them to follow. However, it takes some effort, time and building of rapport and relationships.