Implementing Reliable Processes:
You have choosen an important business process, determined the measurable results you want from the process, outlined the steps in the process and used the Managing Change techniques to introduce the concept of reliable processes and get buy in to try it. Also, the reliable method steps and the desired results are written down.
During the actual implementation, there are two objectives. First, to establish a baseline process and results of that process. Second, to accomplish a paradigm shift with people embracing the need for everyone to follow the same process. This second objective is at the heart of reliable processes and is not easy to do.
Both objectives are advanced by constant vigilance, discussion and feedback. If this is your first processes, think about the extra time now as an investment in all the reliable processes that will follow. Ask people what aspects of the process are being done differently and are they important differences in the methods. If yes, take time to regroup and agree on the best method. If you can't agree, just pick one.
Remember that the important thing in the beginning is the concept that everyone is doing things the same way. Continuous improvement will come next once a baseline is established. As with most changes it takes 4-6 weeks of earnest effort to make the new change part of the normal routine. Give this concept time to become engrained before you start improvement efforts.
Wednesday, December 31, 2008
Tuesday, December 30, 2008
Business Builder Bob - Reliable Processes #4
Is this your first reliable method?
If this is the first time you are implementing a reliable method, review the posts on managing change. You are asking people to do the activity the exact same way. That can be a little scary.
There are many machine operators who believe they know the best way to run the machine and that their job security is tied to what they know. Even people in clerical jobs may feel they have tricks that help them and they don't want to "give them up".
Prepare for the change and then meet with the people who must follow the same "reliable process". You may want to choose your process "owner" ahead of time and have them help with the preparation. Use the managing change steps which end in a verbal committment to give it a try.
During the announcement/managing change meeting, engage the impacted people in creating the reliable method. This is where a lot of discussion is a good thing. Try to tease out some of the secrets and tricks and make sure everyone understands them. In the end, everyone must understand the measurement of success and the specific steps that will be the baseline process.
If this is the first time you are implementing a reliable method, review the posts on managing change. You are asking people to do the activity the exact same way. That can be a little scary.
There are many machine operators who believe they know the best way to run the machine and that their job security is tied to what they know. Even people in clerical jobs may feel they have tricks that help them and they don't want to "give them up".
Prepare for the change and then meet with the people who must follow the same "reliable process". You may want to choose your process "owner" ahead of time and have them help with the preparation. Use the managing change steps which end in a verbal committment to give it a try.
During the announcement/managing change meeting, engage the impacted people in creating the reliable method. This is where a lot of discussion is a good thing. Try to tease out some of the secrets and tricks and make sure everyone understands them. In the end, everyone must understand the measurement of success and the specific steps that will be the baseline process.
Monday, December 29, 2008
Business Builder Bob - Reliable Processes #3
How to create Reliable Methods:
The first two steps have been taken...
1. Think about all activities as processes
2. Determine which process is most important
Next, write down the results you expect from this process. Better yet, determine what your customer's expectations are. Find a way to measure the expected results. It is human nature to treat something as important if the boss or owner pays attention to it. Having a measurement and discussing results periodically is a great way to make this process important to the people engaged in the process.
Now let's get down to the guts of the reliable method - what are the steps to complete the activity. Again, I suggest you write them down even if you are the only person doing the activity. You are creating a baseline for your process...the way you will do this process until you specifically make a change for the better.
Finally, determine the best way to do each step. Be careful to identify only those aspects of the method that are critical to success. For example, it may be critical to tighten a bolt to a specific tension, but it probably doesn't matter if you use your right hand or left hand to turn the wrench.
Homework: choose a relatively simple, but important process and write down the steps.
The first two steps have been taken...
1. Think about all activities as processes
2. Determine which process is most important
Next, write down the results you expect from this process. Better yet, determine what your customer's expectations are. Find a way to measure the expected results. It is human nature to treat something as important if the boss or owner pays attention to it. Having a measurement and discussing results periodically is a great way to make this process important to the people engaged in the process.
Now let's get down to the guts of the reliable method - what are the steps to complete the activity. Again, I suggest you write them down even if you are the only person doing the activity. You are creating a baseline for your process...the way you will do this process until you specifically make a change for the better.
Finally, determine the best way to do each step. Be careful to identify only those aspects of the method that are critical to success. For example, it may be critical to tighten a bolt to a specific tension, but it probably doesn't matter if you use your right hand or left hand to turn the wrench.
Homework: choose a relatively simple, but important process and write down the steps.
Sunday, December 28, 2008
Business Builder Bob - Reliable Processes #2
What is a Reliable Method?
Reliable processes are made up of Reliable Methods. Here are some characteristics of a reliable method.
1. It has an owner.
2. It is believed to be the best way to do the activity in terms of cost, quality,
safety, efficiency, etc.
3. It has a measurable outcome.
4. The reason for using the reliable method is understood.
5. It is continuously improved.
Take a look at the 5-6 most important processes in your business. I asked you to give this some thought in the first blog on this subject. Do any of them meet all of these criteria.
Most methods come up short due to point #5 - continuous improvement or point #3 - a measureable outcome. If your method has a measurable outcome, then it is possible to experiment with changes that you think will improve the process. It is the nature of a competitive market to continuously improve.
The whole concept of a reliable method breaks down if there is not a baseline way to do the activity and a measurable outcome. If you don't have measurements for your 5-6 most important business processes, can you come up with one? A simple measure is better and more likely to be done on an ongoing basis.
Don't worry if you don't know how to get to a reliable process from where you are. We will walk through some techniques in the next couple of posts.
Reliable processes are made up of Reliable Methods. Here are some characteristics of a reliable method.
1. It has an owner.
2. It is believed to be the best way to do the activity in terms of cost, quality,
safety, efficiency, etc.
3. It has a measurable outcome.
4. The reason for using the reliable method is understood.
5. It is continuously improved.
Take a look at the 5-6 most important processes in your business. I asked you to give this some thought in the first blog on this subject. Do any of them meet all of these criteria.
Most methods come up short due to point #5 - continuous improvement or point #3 - a measureable outcome. If your method has a measurable outcome, then it is possible to experiment with changes that you think will improve the process. It is the nature of a competitive market to continuously improve.
The whole concept of a reliable method breaks down if there is not a baseline way to do the activity and a measurable outcome. If you don't have measurements for your 5-6 most important business processes, can you come up with one? A simple measure is better and more likely to be done on an ongoing basis.
Don't worry if you don't know how to get to a reliable process from where you are. We will walk through some techniques in the next couple of posts.
Saturday, December 27, 2008
Business Builder Bob - Reliable Processes #1
Process Thinking:
Let's consider that almost anything we do is a process. In a manufacturing business this includes manufacturing processes, order entry, inventory control, budgeting, strategic planning and many, many more activities. In a home business this could include posting ads, writing blogs, networking, list building, phone calling and many more.
The best way to effectively control costs, satisfy customers, and manage your business effectively is to make sure all of your business processes are reliable processes. Certainly if this is new thinking for you, this should be applied first to those aspects of your business that are most important to the success of your business.
Think of a business process as something you do that has a series of steps that must be followed to complete the process. Each process should have a start and an end.
Homework: start a list of your business processes by brainstorming....write down every business process you can think of. Then go back and select the 5 or 6 that are most important to the success of your business.
Business Builder Bob
Bob Tetu
businessbuilderbob@gmail.com
610-624-3395
Startup and Turnaround Specialist
Let's consider that almost anything we do is a process. In a manufacturing business this includes manufacturing processes, order entry, inventory control, budgeting, strategic planning and many, many more activities. In a home business this could include posting ads, writing blogs, networking, list building, phone calling and many more.
The best way to effectively control costs, satisfy customers, and manage your business effectively is to make sure all of your business processes are reliable processes. Certainly if this is new thinking for you, this should be applied first to those aspects of your business that are most important to the success of your business.
Think of a business process as something you do that has a series of steps that must be followed to complete the process. Each process should have a start and an end.
Homework: start a list of your business processes by brainstorming....write down every business process you can think of. Then go back and select the 5 or 6 that are most important to the success of your business.
Business Builder Bob
Bob Tetu
businessbuilderbob@gmail.com
610-624-3395
Startup and Turnaround Specialist
Friday, December 26, 2008
Business Builder Bob - Managing Change #7
Followup:
So you prepared for the change and followed the five implementation steps. The impacted users have agreed to give it a try. That is great work, but the work is not over.
Stay close to the impacted users to get feedback. There are almost always unforeseen issues. Deal with them quickly. Don't let issues fester and turn people off on the change. You may have to compromise.
The key is to stay focused on the desired result. What was the initial expectation and are you moving closer to achieving it? Make adjustments as needed.
Remember, the change wasn't made for the sake of change. The change was made to make things better and you had a specific end result in mind. Be flexible on the how, but be persistent about reaching the goal.
Usually, if you can keep a change going for 4-6 weeks, it will start to become part of the norm. During that time, vigilance, feedback and tweeking are key to success.
So, take this process out for a test drive. Start with something small if you are uncertain. Prepare...use the five implementation steps...followup...and enjoy your well earned success with managing change.
So you prepared for the change and followed the five implementation steps. The impacted users have agreed to give it a try. That is great work, but the work is not over.
Stay close to the impacted users to get feedback. There are almost always unforeseen issues. Deal with them quickly. Don't let issues fester and turn people off on the change. You may have to compromise.
The key is to stay focused on the desired result. What was the initial expectation and are you moving closer to achieving it? Make adjustments as needed.
Remember, the change wasn't made for the sake of change. The change was made to make things better and you had a specific end result in mind. Be flexible on the how, but be persistent about reaching the goal.
Usually, if you can keep a change going for 4-6 weeks, it will start to become part of the norm. During that time, vigilance, feedback and tweeking are key to success.
So, take this process out for a test drive. Start with something small if you are uncertain. Prepare...use the five implementation steps...followup...and enjoy your well earned success with managing change.
Saturday, December 20, 2008
Business Builder Bob - Managing Change #6
Preparing for Change:
You may need to make a change in your business, personal life, community organization, local government, church, etc. This change process is universal, but before you take the five implementation steps, it is important to think through the change and plan how to make the change. Here are some things to consider:
What exactly is the change? What issue or problem are you trying to improve on? Think about the simplest way to explain it and why it is needed.
Who will be impacted by the change? What are the likely objections and how will you deal with them?
When is the optimal times to make the change? Often, the answer to this question is the sooner the better, but is there a particular time to implement the change that will help make things go smoother.
How will you determine success? Be realistic in your expectations and allow some time for adjustment and relearning. Also, is there a metric that will be specifically impacted by the change - measuring success is more credible if the metic is ojbective. Stay away from subjective measures of success if possible.
Business Builder Bob
Bob Tetu
businessbuilderbob@gmail.com
610-624-3395
Startup and Turnaround Specialist
You may need to make a change in your business, personal life, community organization, local government, church, etc. This change process is universal, but before you take the five implementation steps, it is important to think through the change and plan how to make the change. Here are some things to consider:
What exactly is the change? What issue or problem are you trying to improve on? Think about the simplest way to explain it and why it is needed.
Who will be impacted by the change? What are the likely objections and how will you deal with them?
When is the optimal times to make the change? Often, the answer to this question is the sooner the better, but is there a particular time to implement the change that will help make things go smoother.
How will you determine success? Be realistic in your expectations and allow some time for adjustment and relearning. Also, is there a metric that will be specifically impacted by the change - measuring success is more credible if the metic is ojbective. Stay away from subjective measures of success if possible.
Business Builder Bob
Bob Tetu
businessbuilderbob@gmail.com
610-624-3395
Startup and Turnaround Specialist
Friday, December 19, 2008
Business Builder Bob - Managing Change #5
The first step was to describe the change and why it is needed.
The second step was to get feedback --- LISTEN.
The third step was to answer questions, acknowledge concerns, and check for understanding.
The fourth step is to ask for suggestions on how to implement the change.
The final step is to ask people to give the change a try!!!
This is critical. The objective is for the impacted individuals to make a verbal committment to give the change their best shot. This is presented to them as "let's try this and see how it works" or "I need your help. Are you willing the give this a try". People are generally much more willing to support when asked to help vs. told to just do it.
The more you can get people to publicly acknowledge they will try to make the change work, the better your chances of success. Acknowledging by going around the table or by show of hands are both good ways to get a show of support.
So, that is the guts of the process - 5 steps. I have had the most success using these five steps at one sitting. Either one to one or in group meetings. I have also had more success with several smaller group meetings of 50 or less than with meetings with hundreds or people. It is more intimidating for people to publicly show support in a large group environment. And, these steps work great in a one to one discussion.
There are two more blogs on Managing Change that I will share - preparation for change and followup after the change.
The second step was to get feedback --- LISTEN.
The third step was to answer questions, acknowledge concerns, and check for understanding.
The fourth step is to ask for suggestions on how to implement the change.
The final step is to ask people to give the change a try!!!
This is critical. The objective is for the impacted individuals to make a verbal committment to give the change their best shot. This is presented to them as "let's try this and see how it works" or "I need your help. Are you willing the give this a try". People are generally much more willing to support when asked to help vs. told to just do it.
The more you can get people to publicly acknowledge they will try to make the change work, the better your chances of success. Acknowledging by going around the table or by show of hands are both good ways to get a show of support.
So, that is the guts of the process - 5 steps. I have had the most success using these five steps at one sitting. Either one to one or in group meetings. I have also had more success with several smaller group meetings of 50 or less than with meetings with hundreds or people. It is more intimidating for people to publicly show support in a large group environment. And, these steps work great in a one to one discussion.
There are two more blogs on Managing Change that I will share - preparation for change and followup after the change.
Thursday, December 18, 2008
Business Builder Bob - Mananging Change #4
The first step was to describe the change and why it is needed.
The second step was to get feedback --- LISTEN.
The third step was to answer questions, acknowledge concerns, and check for understanding.
The fourth step is to ask for suggestions on how to implement the change.
Again, this step should be a two way dialogue. You are looking for ideas on how to implement the change that will help minimize disruption. What will make the change go well? ...listen, take notes, probe for understanding.
It is not necessary to make a series of snap decisions, but it is important to understand these aspects of the change that you may not have considered. Also, look for hidden meaning or concern in some of the suggestions.
As in step three, a more candid and open discussion will help make the change easier to manage.
OK, here comes the big finish. Can you guess what the next step is?
Business Builder Bob
Bob Tetu
businessbuilderbob@gmail.com
Startup and Turnaround Specialist
The second step was to get feedback --- LISTEN.
The third step was to answer questions, acknowledge concerns, and check for understanding.
The fourth step is to ask for suggestions on how to implement the change.
Again, this step should be a two way dialogue. You are looking for ideas on how to implement the change that will help minimize disruption. What will make the change go well? ...listen, take notes, probe for understanding.
It is not necessary to make a series of snap decisions, but it is important to understand these aspects of the change that you may not have considered. Also, look for hidden meaning or concern in some of the suggestions.
As in step three, a more candid and open discussion will help make the change easier to manage.
OK, here comes the big finish. Can you guess what the next step is?
Business Builder Bob
Bob Tetu
businessbuilderbob@gmail.com
Startup and Turnaround Specialist
Wednesday, December 17, 2008
Business Builder Bob - Managing Change #3
1. The first step was to describe the change and why it is needed.
2. The second step was to get feedback --- LISTEN.
3. Answer questions, acknowledge concerns, check for understanding.
This step is intended to make sure impacted individuals have understood clearly what is being changed. Where step one was mostly you talking and step two was mostly you listening, step three should be a two way dialog.
Ask questions to check for understanding. Make sure the situation and the change is clearly understood - no exaggeration, no minimizing - just the facts Jack. This is critical to getting people focused on the real issue and not focused on speculation and the rumor mill.
It is also important to publicly acknowledge concerns. People need to know you are listening. A good practice is to repeat the concerns back to them and make sure you have voiced it correctly. You can offer to engage some individuals or teams in putting together options/recommendations for dealing with concerns you have not addressed - this is a judgement call.
There is almost always resistance to change even when it is obviously needed. Expect it. Keep the dialogue candid, open and thoughtful to minimize bad reactions and tempers.
Business Builder Bob
Bob Tetu
businessbuilderbob@gmail.com
Startup and Turnaround Specialist
2. The second step was to get feedback --- LISTEN.
3. Answer questions, acknowledge concerns, check for understanding.
This step is intended to make sure impacted individuals have understood clearly what is being changed. Where step one was mostly you talking and step two was mostly you listening, step three should be a two way dialog.
Ask questions to check for understanding. Make sure the situation and the change is clearly understood - no exaggeration, no minimizing - just the facts Jack. This is critical to getting people focused on the real issue and not focused on speculation and the rumor mill.
It is also important to publicly acknowledge concerns. People need to know you are listening. A good practice is to repeat the concerns back to them and make sure you have voiced it correctly. You can offer to engage some individuals or teams in putting together options/recommendations for dealing with concerns you have not addressed - this is a judgement call.
There is almost always resistance to change even when it is obviously needed. Expect it. Keep the dialogue candid, open and thoughtful to minimize bad reactions and tempers.
Business Builder Bob
Bob Tetu
businessbuilderbob@gmail.com
Startup and Turnaround Specialist
Tuesday, December 16, 2008
Business Builder Bob - Managing Change #2
1. The first step was to describe why the change is needed.
2. The second step is to get feedback.
Ask the impacted people what they think about the change. What's good about it? What will be difficult? How does it impact them directly?
This is invaluable information. They will undoubtedly think of things that you may not have which will have to be addressed. This is also your opportunity to find out where opposition may come from and why.
Your job here is to LISTEN...take notes. Make every effort to actively engage in understanding the feedback. Ask open ended questions. People who are impacted are going to need to know that their concerns will be heard. Take time to clarify your understanding.
Business Builder Bob
Bob Tetu
businessbuilderbob@gmail.com
Startup and Turnaround Specialist
2. The second step is to get feedback.
Ask the impacted people what they think about the change. What's good about it? What will be difficult? How does it impact them directly?
This is invaluable information. They will undoubtedly think of things that you may not have which will have to be addressed. This is also your opportunity to find out where opposition may come from and why.
Your job here is to LISTEN...take notes. Make every effort to actively engage in understanding the feedback. Ask open ended questions. People who are impacted are going to need to know that their concerns will be heard. Take time to clarify your understanding.
Business Builder Bob
Bob Tetu
businessbuilderbob@gmail.com
Startup and Turnaround Specialist
Thursday, December 11, 2008
Business Builder Bob - Managing Change #1
Times are hard and we are all making adjustments. How we present and implement change has almost everything to do with how successful the change will be. One of our goals is to engage people in the change. So, how do we get started?
Begin by explaining to the people who are impacted why the change is needed.
What are some of the specific things that need to change? What may be required to make the change? Set up a formal or informal gathering and provide this information.
It is nearly impossible to make a change if people don't believe it is needed. The need for change has to be the first building block.
If you think about it, President Elect Obama and John McCain both ran on a platform of change. Both men spent a good deal of time describing the need the for change and some of the specifics about what they want to change.
Change Management is something we deal with in our family life, community life, business life, religious life, and personal life. In every case where a change has to be made, there must be a clear, simple explanation of exactly why it is needed.
Business Builder Bob
Bob Tetu
businessbuilderbob@gmail.com
Startup and Turnaround Specialist
Begin by explaining to the people who are impacted why the change is needed.
What are some of the specific things that need to change? What may be required to make the change? Set up a formal or informal gathering and provide this information.
It is nearly impossible to make a change if people don't believe it is needed. The need for change has to be the first building block.
If you think about it, President Elect Obama and John McCain both ran on a platform of change. Both men spent a good deal of time describing the need the for change and some of the specifics about what they want to change.
Change Management is something we deal with in our family life, community life, business life, religious life, and personal life. In every case where a change has to be made, there must be a clear, simple explanation of exactly why it is needed.
Business Builder Bob
Bob Tetu
businessbuilderbob@gmail.com
Startup and Turnaround Specialist
Tuesday, December 9, 2008
Business Builder Bob - Purpose of this Bog
Now that you know my passion is keeping manufacturing jobs in America, what is the purpose of this blog?
Simple...to share what I have learned during a very successful 30 year career in manufacturing management. AND, to find others who have similar, useful, information to share.
This blog is intended to be a resource for those who own small businesses or work for manufacturers that can not afford to hire consultants and trainers to drive improvement efforts.
Blogs on this site will contain techniques, systems, information and programs that are simply explained and simply implemented to drive manufacturing efficiency and business development.
The intended reader may be in a traditional brick and mortar business, a distributor, a mid-size company on a tight budget and even a home based internet business. Most BEST PRACTICES are universal to all businesses.
So...let's get rolling....
Business Builder Bob
Bob Tetu
businessbuilderbob@gmail.com
Startup and Turnaround Specialist
Simple...to share what I have learned during a very successful 30 year career in manufacturing management. AND, to find others who have similar, useful, information to share.
This blog is intended to be a resource for those who own small businesses or work for manufacturers that can not afford to hire consultants and trainers to drive improvement efforts.
Blogs on this site will contain techniques, systems, information and programs that are simply explained and simply implemented to drive manufacturing efficiency and business development.
The intended reader may be in a traditional brick and mortar business, a distributor, a mid-size company on a tight budget and even a home based internet business. Most BEST PRACTICES are universal to all businesses.
So...let's get rolling....
Business Builder Bob
Bob Tetu
businessbuilderbob@gmail.com
Startup and Turnaround Specialist
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