Personal Development, The Leader

Leader Standard Work & Hitting Targets

Combining a robust leader standard work routine with setting and hitting targets can be a powerhouse that delivers results!  It’s not just a shot in the dark!

If you have followed my posts, you’ll know that I’ve been a strong proponent of leader standard work (LSW) for a long time, however, I was reminded recently of the power of combining standard work and the setting and hitting of targets.

Each month I reset my standard work for the new month.  It starts by reviewing the previous month and reflecting on what worked, didn’t work and why, and identifying any new priorities.  Then the baseline is revised by making some adjustments, adding or deleting tasks, or changing the frequency of some tasks.  I also include certain non-work items within my LSW.  These are things that are for personal or professional development, important family responsibilities, or when I’m trying to create a new habit.

Although this is a personal example, it still shows the power of combining LSW and targets.  At the beginning of last month when I was doing my LSW review I found that I was not happy with my daily exercise results.  It had been very inconsistent.  Although I was running, the frequency was very intermittent and inconsistent.   There were always reasons why for each miss, but when seeing the results for the month, none of them mattered, the result was the result and it wasn’t what I wanted.  So,  I decided I needed to do something about it!  First, I added a “Daily Exercise” task to my LSW, and second, I set a distance target for the month.

The month started off well.  I was exercising more regularly and I was well on my way to achieve my distance target.  It was working!  Then, by conscious choice, I missed about a week.  With about a week to go in the month, even if I got back to my routine, I wouldn’t make my distance target.  At least, not doing what I had been doing before the break in the routine.  I couldn’t make up for the days I didn’t exercise, but I could do something different for the days remaining in the month.

I changed the time of day when I would exercise.  This helped overcome some of the challenges (a.k.a excuses) that were creating barriers to my daily exercise.  Then, I started running further than I had been before to make up some of the distance.  Some may consider running further than usual was somewhat cheating, and perhaps it was since the intent was not the distance per se, but rather to exercise regularly.  However, on more than one occasion in that final week of the month, I exercised when I probably wouldn’t have.  I had a strong desire to hit and exceed my distance target, AND, I wanted to check off my LSW each day indicating that I had exercised.  It worked, I exceeded my distance target with a day to spare, but I ran the last day of the month anyway so that I would have exercised every single day for that last week.

Maybe a simple personal example, but combining LSW and targets is a powerful tool and is equally effective in a business environment.  The target will give you the motivation to keep working at it and to find ways to achieve it, while the LSW will give you the reminder and sometimes push to take the necessary steps, or to complete the appropriate tasks, necessary to achieve the target.

In summary, here’s a few key points:

  1. Reflect on your LSW each month and reset it based on lessons learned and new priorities.
  2. LSW can include personal and professional items.  It’s yours, so make it work for you!
  3. Set challenging targets, then look at how to combine with LSW to assist in achieving the targets.
  4. Don’t beat yourself up for missing some LSW items when looking back, but rather figure out why you missed them and implement mitigation actions to achieve them going forward.

AAEAAQAAAAAAAA2JAAAAJDMyMDQxYzdmLTFjYWYtNDBkNC1iODZhLTRhNWIzMTBlMzAzZARelated Posts:

For more information on setting up and using leader standard work, check out this other post “Leader Standard Work is for, well, EVERYONE!

 

Contact me:

You can email me with any questions at glennsommerville@hotmail.com, find me on Facebook at https://www.facebook.com/glennsommervilleL2R/, or on Twitter at  https://twitter.com/gsommervilleL2R.

If you are enjoying my posts and find the information useful, please “Follow” me by entering your email in the follow box on the right-hand menu of my website www.glennsommerville.com.

 

 

Engagement

Has Customer Experience Gone The Way Of The Dodo Bird?

Is true customer experience a thing of  the past?  Or is it only an electronic function offered through an App?

Having worked at two specific companies that from my internal experience, truly put the customer first and cared about the experience their customers received, I find it shocking to see and experience the general degradation of customer experience these days.  Is it the lack of training or just the excessive social media age?

Here’s a couple of recent examples….

  • Lined up at the ticketing counter for an airline with 25 or more other customers waiting in line.  Not a ticketing agent in sight.  All other airline counters have 2-3 agents standing by.  No customers in their lines.  Ok sure, most likely our ticketing agents were departing a plane at the gate.  However, why not have a sign advising when they will be back?  After 15 or 20 minutes, four agents appeared.  They sauntered out from behind the public area, busy looking at their phones, not a smile or friendly gesture to their customers at all.  They went to their respective counter and preceded to hammer on their keyboards, send text messages on their phones and slowly one at a time, say “Next”.  They really made you feel like we were imposing on them and were an inconvenience.  And this airline brags how their employees are “owners”!
  • Ordered a tool on-line.  It arrived damaged.  Reported it as such to the supplier.  Their response was very quick, which is great.  I then had to provide pictures of the damage so they could be sure it actually was.  Ok, I get that.  Provide the pictures and they respond with, “How would you like us to rectify this situation?”.  Ok, I guess I could request my money back or a replacement, so fair question, however I had already requested a replacement.  I respond with replacement.  Their response, “Ok but only if you promise to leave a positive customer review on the website”.   By the way, I received the second tool and it too was damaged.  At that point I said we both need to cut our loses here.  The suppliers response, “Ok.  We apologize for this situation.  We’ll let our supplier know about this in case they are having a manufacturing issue.”   No refund offered.
  • Then there are multiple examples in coffee shops and fast food restaurants where going in for service can be an interesting customer experience.  Many of these establishments don’t seem to train their staff on how to be friendly, let alone what their role is in providing a positive customer experience.  It seems in this day and age, going in to these restaurants rather than the drive through is a major inconvenience for the staff!  It’s astounding how Chick-Fil-A can build a franchise from being customer focused and provide a friendly and polite customer experience!

 

These experiences are not all that bad I realize, but they are not good either.  I’m sure you have equally or even worse examples!  So why is this the way things are today?  Why is a good customer experience more rare then it is common?

My view point, it’s the way the employees are treated and is an indication of the level of engagement they have in their workplace.  In the companies that I’ve experienced strong customer experience levels, not only does the company say that the customer experience is paramount, they also demonstrate it through action.  However, it goes beyond this.  The difference is how these companies engage on an on-going basis with all levels of their organization in a number of ways, but first is by putting their employees first.  If the employees are safe, respected, and engaged they will want to be a force behind providing a very positive customer experience, every time!

What’s your organizational culture like and does it align to your customers expectations for service and experience?

Do your employees collect a pay cheque and check out?

So sure, we all want the cool Apps that provide us with fast and easy ordering, service and delivery, but it seems that too many companies have forgotten that behind their Apps, the culture they create through the level and type of engagement they have with their employees still makes the difference for a positive customer experience!

Contact me:

You can email me with any questions at glennsommerville@hotmail.com, find me on Facebook at https://www.facebook.com/glennsommervilleL2R/, or on Twitter at  https://twitter.com/gsommervilleL2R.

If you are enjoying my posts and find the information useful, please “Follow” me by entering your email in the follow box on the right-hand menu of my website www.glennsommerville.com

Leadership, Lean and Continuous Improvement, Personal Development

Introducing ‘High Performance Leaders Inc.’

In March 2018 I started this leadership and continuous improvement blog because of my high passion on the topic, my experience, and a strong desire to help and coach others.  What was an unexpected surprise to me was the personal challenge and development I received in the process.  Learning about social media, what works, doesn’t work, interacting with others that read my posts, etc.  In addition, I was blown away with the connections I made and the feedback received on the posts.  At no time did I have any grand plan for where this blogging would take me other than to help others and to challenge myself.

logo10Well, I’ve decided to take the next step.  A big next step!  I’d like to introduce a new company ‘High Performance Leaders Inc.’  (HPL) which was founded by Scott Smith and myself.  I left my position at Amazon to start this new company because of the passion I have for continuous improvement and the development of leaders.  There is so much unrealized potential out there in people and organizations and our goal at HPL is to disrupt that condition!

Click here for more information on HPL and what we do.

A highly engaged and motivated employee is the most formidable weapon that an organization can utilize to compete and win.  This depends on strong and committed leaders, an effective management system structure, and a culture based on respect, trust and performance.   This September HPL is launching a comprehensive and practical skills development program that will provide senior level leaders with a core success factor; the skills to lead and develop a high performance organization sustained through the habits of an Effective Leader.  This 12 month program launches this fall.

To learn more about this program and/or to register, click here!

Follow HPL on LinkedIn to stay informed.

Contact me:

You can email me with any questions at glennsommerville@hotmail.com, find me on Facebook at https://www.facebook.com/glennsommervilleL2R/, or on Twitter at  https://twitter.com/gsommervilleL2R.

If you are enjoying my posts and find the information useful, please “Follow” me by entering your email in the follow box on the right-hand menu of my website www.glennsommerville.com

Personal Development, The Leader

Stress Reducing Tips Just In Time For Summer!

With the long weekends approaching and summer vacation season about to kick into full gear, it’s probably a good idea to review some previous posts for some timely tips!

Vacation Tips:

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Taking time off work can be very stressful both before and upon return.  In this age of always being connected, it is even more important for your health and well being to disconnect while on vacation, no matter how long or short it is!  There are some pretty easy vacation preparation things you can do to reduce your stress.  A little bit of anticipation, planning, and learning from the past goes a long way.

balance-beach-boulder-1113552.jpgWork-life Balance:

Whether you are on vacation or not, everyone must have the proper balance between work and life.  Finding it is a real challenge that so many people struggle with.  So what is this work-life balance thing anyway?  Is it real, or just a myth?  This article discusses two analogies to describe work-life balance.  Having the right mindset and expectation helps you find a sweet spot to get you through the twists and turns that life will surely send your way.  With these 10 steps to improve your work-life balance you can get closer to a healthier and happier place in life!

Personal Planning:

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During the summer months when your co-workers are taking time off, or you are taking time off, it is very easy to get out of your routines.  This is likely when you need these routines the most!  This post on personal planning discusses 6 key steps to getting and staying organized on your priorities.  Even if you are familiar with them, review them again and do an inventory to ensure you haven’t mistakenly dropped some!  When you are picking up the slack for others that are away, or playing catch up when you return, managing your time effectively is key to treading water.

 

Email:

angry-annoyed-coffee-52608Is email easier in the summer months?  Maybe, but not very likely!  There are some very helpful built in tools within Outlook and several email apps that can assist you with staying on top of your email.  It is surprising how few people use them and often enough aren’t even aware of them.  You may be a quick and easy mouse click away from some much needed help!  After it was first published, this second post on the @5 Essential email folders. received positive feedback from several who tried these tips.   If you aren’t aware of what the @5 are, check it out!

The summer is never as long as we would like.  Even if you’ve read them before, check out these posts sooner vs later to ensure you have the best and most relaxing summer you can have!  Enjoy…. the summer!

Contact me:

You can email me with any questions at glennsommerville@hotmail.com, find me on Facebook at https://www.facebook.com/glennsommervilleL2R/, or on Twitter at  https://twitter.com/gsommervilleL2R.

If you are enjoying my posts and find the information useful, please “Follow” me by entering your email in the follow box on the right-hand menu of my website www.glennsommerville.com

 

 

 

 

 

 

 

 

 

 

 

 

Cover Photo by Mateusz Dach from Pexels

 

Leadership, Personal Development

Are You Accomplishing Your Goals?

Did you set goals this year?  If so, when was the last time you checked-in on them to see how things are progressing?  When?  Oh boy, it’s likely time you did a check!

In January there were a series of posts that stepped through the process of setting personal and professional goals and objectives.  If you missed this series, they are summarized with the links at the bottom of this post for your reference.  Now that you are a few months in since setting your goals and objectives, please use this post as a reminder and catalyst to do a check-in and reflection on them.

Some key considerations for your review:

Relevance of the goals & objectives – Things change quickly in this age!  Review your goals and objectives to ensure they are all still relevant.  If not, scratch them off and move on.  Add critical new ones as necessary and be sure to develop tactics and action plans for them.

Target check – Check to see how you are progressing towards your target.  If on target, great, but confirm that it is your actions that are driving this and not just good luck!  If not on track to hit the target, it’s important to dig deep to understand why not and then adjust your tactics and actions accordingly.

IMG_20190427_1843462Action plan effectiveness – Review your action plans and record your status within your plan.  Indicate which ones are completed, in progress or not started.  Confirm if you are on track schedule wise; on, behind, or ahead of schedule.  Consider if there are any barriers that you hadn’t previously considered that may impact your plans and develop mitigation for each of them.  Identify any ground that needs to be made up.  In other words, do you need to double down on some to get them back on track?  Rate your actions for their effectiveness based on whether they are delivering the expected results or not.  Cancel the ineffective ones if you think course correction isn’t in the cards and develop new ones to overcome and get back on track.

Don’t despair – Particularly if you are reviewing your personal goals and objectives, don’t despair if this is the first time your have looked at them since setting them up.  That’s why we have this post!  The good news is, you have now looked at them, right?  So don’t get frustrated and know you are not alone, but do set yourself on a refreshed path to get on track and achieve what you set out to achieve.  Don’t give up!  Do it!

No! Try not!  Do or Do not, there is no try!

– Yoda

Execution – To ensure execution of your actions, you needed to have “operationalized” them.  Take this opportunity to honestly reflect on your execution and be self-critical.  You might be the biggest problem stopping you from achieving your objectives!  Are you following through on the methods you had determined to operationalize your action plans?  If not, why not?  What and why are they not working?  What do you need to do differently?  Do it!  Adjust your plan and go!

Plan, Do, Check, Act/Adjust – Setting goals and objectives follows the continuous PDCA1improvement cycles of Plan, Do, Check, Act/Adjust or PDCA beautifully.  What we’re doing now is obviously the check phase.  Once you’re done this part adjust your plans and start doing again!  Going forward, ensure your operational steps include the full PDCA cycle, very frequently!

 

If you missed this original goals and objectives series or just need a refresh, the posts are summarized with the links below for your reference.

Reflections Vs Resolutions – It’s That Time Of Year!

Although written with the Holiday Season in mind, this is still a timely post to refresh yourself on the importance to reflect on your goals and objectives.  Key points to think about that are relevant at any time of year are covered in this post.

Setting Personal and Professional Goals and Objectives – Mission Statements

Whether you are doing so as an individual, family, or for an organization, establishing a mission is a critical first step.  A mission acts as your compass which will establish your direction and keep you on track.  This post discusses mission statements and the values that support them.

Setting Personal and Professional Goals and Objectives – Goals & Objectives

After the mission is created, the next step is to develop the areas of focus to be deployed to achieve the mission.  This post describes how to set meaningful goals.

Setting Personal and Professional Goals and Objectives – Tactics or Action Plans

The tactics or action plans are what brings goals and objectives to life and makes things happen!  This post discusses how to convert goals to objectives and specific actions, including some tips on how to “operationalize” your plans.

Contact me:

You can email me with any questions at glennsommerville@hotmail.com, find me on Facebook at https://www.facebook.com/glennsommervilleL2R/, or on Twitter at  https://twitter.com/gsommervilleL2R.

If you are enjoying my posts and find the information useful, please “Follow” me by entering your email in the follow box on the right-hand menu of my website www.glennsommerville.com