The Situation

QuietFlex Manufacturing had a problem. Production and self-confidence needed to be enhanced, and one sector was in conflict between themselves and with the business managment. Meetings were disintegrating into arguments over emotional issues, rather than yielding constructive discussions toward solving production problems and improving the workplace. Personnel were more inclined to present vague complaints to management, making resolution not easy, albeit CEO Dan Daniel’s main concern was to generate a successful work environment. These miscommunications were the basis for many employees in one section to lose confidence in the company’s management.  

The Task

Mr. Daniel sought to assist the QuietFlex Manufacturing workforce be contented, challenged in their jobs, and believe in their sense of importance relative to the company’s general accomplishment. He required an approach to “shift the focus from emotional issues to factual issues that I could do something about,” and look forward to “increase the production rate and decrease the amount of physical labor so our employees felt that the job had more value.” QuietFlex Manufacturing needed to move quickly to continue competitive production, and make plans to avoid a recurrence of the situation. Mr. Daniel wanted to bring everyone together around a set of common goals, reduce stress and physical labor, and find new ways to solve problems into the future.

Mr. Daniel had attended a Caridas Consulting International (business consultant) workshop about using Participative Management Design to build individual involvement in company success, “It was a good seminar for strategic executives, but I initially questioned how well it would work on the plant floor.” He contacted CCI to tailor a program for QuietFlex. Mr. Daniel sought an approach in which all stakeholders could win. He appreciated the abilities and skillset of his people and sought to encourage those characteristics to build internal capability. He knew CCI specialized in improving performance and productivity through people. The assignment was to increase the capacity and value of production, boost morale, and advance effective communications to handle problems successfully in the future.

Implementation

Mr. Daniel was eager for solutions that would work for everyone at QuietFlex Manufacturing. He had been intrigued by CCI’s participative management strategies, and knew that such an approach made sense for his company. The best solutions arise from the daily needs of work, and the best-informed people are those who are doing the work. Participative Design calls for change in the location of responsibility, so the people doing the work initiate the changes. People are encouraged to be self-managing, though not autonomous. Managers provide redesign guidelines, so that everyone contributes to the process and develops reasonable expectations for change. Mr. Daniel was eager to see how Participative Management could both address the employees’ needs and improve the bottom line at QuietFlex Manufacturing.

The company’s opening Participative Design sessions required two days for each shift. Caridas Consulting helped participants define and evaluate their current work process and make suggestions for improvement. Certain features of the production process were not flexible; Caridas Consulting got the group to focus positively on what could be changed. in the beginning, Participative Management Redesign sessions were easier said than done since administration and workers were not persuaded there would be any true change. As they saw their suggestions being implemented, people began to improve their productivity and commitment to the company, as well as their own expectations and morale. Plans created within this collaborative framework earned the commitment of everyone on board. People were eager to implement the plans of their own making. They became innovative problem-solvers, and as issues arose, they found the initiative to create solutions. Caridas Consulting carries out Participative Management follow-up meetings with each department every 6 months.

CCI recognized that positive business results could not be sustained and company-wide improvements would not be complete without guaranteeing their successful delivery. QuietFlex management understood that it was necessary to mend employee relationships without delay. Enhanced communication and conflict resolution skills have made the workplace conducive to the introduction and execution of new ideas. Now QuietFlex keeps employee relations strong by helping managers be quality communicators. Caridas Consulting business consultants helped managers develop:

• basic communication skills, with an emphasis on genuineness, positive regard, and empathy
• conflict prevention and resolution skills

Immediate feedback from top managers shows these skills gives them a sense of interdependent control and improves their relations with employees. The managers are eager to further develop their communication skills and build on their initial accomplishments.

After a Successful Intervention

Mr. Daniel informs the conditions at QuietFlex has considerably improved. Workers in one department have been able to increase production from 2500 lbs per hour to 4000 lbs, and continue to progress. In the meantime, scrap and reject have been reduced dramatically. Safety has significantly improved, ever since the work redesign. People’s ability to participate has greatly improved the speed and quality of production. Mr. Daniel says the workers at all echelon of QuietFlex are satisfied with the outcome. There are “more pounds being pushed out the door, and we redesigned the pay structure so there are incentives to reduce scrap and waste further, and improve product quality. Employee earnings are already up by 30%. Our employees can produce more and not be as tired.” The business results have been decisive and continue to improve.

By including Participative Management methods at QuietFlex Manufacturing, workers have been given a part in resolving potential company challenges. Participative Management Design has “given the managers a way to deal with specific issues. Currently they recognize to invite employees to truly clarify the dilemma and what they consider the resolution should be.” Mr. Daniel is pleased CCI helped QuietFlex both increase quality production and communicate with their workers. “I ask everyone to bring me solutions with their problems,” he says.

Caridas Consulting also worked in the most troublesome area of the plant. He “threw Caridas Consulting into the lion’s den,” by requesting them to facilitate a faction of employees so discontented, and extremely distant from administration, where they had invited the union to intervene on their behalf. Similar to the glass plant, CCI facilitated the duct workers to create comprehensive outline of the work flow and identify their challenges. The workers proposed a set of solutions, and the management responded by detailing the changes they were willing to make, and setting a timetable for implementation. Now that most of the changes have been implemented, productivity is up over 30%; because compensation is tied to productivity, morale and pay for this group has also improved substantially. Caridas Consulting opened the lines of communication between these workers and management, resolving the immediate issues and setting up a framework for future problem-solving.

Mr. Daniel is now a believer; the results at QuietFlex prove that Participative Management Design is a flexible and comprehensive model that can be used across industries and at all levels. The workers at QuietFlex have raised the quality and rate of production, and greater productivity means higher wages. They have learned to innovate solutions. Participative Management Design has helped all the people at QuietFlex Manufacturing reach their individual and common goals, and provided them with a framework for continued success.

 Caridas Consulting International (management consultant-business)

Need A Profit Breakthrough? The Best Management Performance Strategies For 2010 ! is a post from: The Business Communication Blog

Technorati Tags: leadership, Management, management consultant-business, manufacturing, participative management strategies, productivity, strategic planning

Adventist needed to start with straightforward, concrete steps that all 5,000 employees, spread over multiple facilities including hospitals, outpatient and support locations, could talk about and achieve.

The greatest objective was to shift the patient’s opinion of the level of care they were receiving.  The organization had always been dedicated to providing great medical care, but it often happened that the staff’s focus on the task at hand caused the impression they were in a hurry and non-communicative to those they encountered during the day.  This often resulted in patients perceiving that the quality of care they received was substandard, although this was not the case. 

To gain the trust of patients and their family members, Adventist realized it needed to be a friendlier place, one that demonstrated respectful communication to all patients, family members, and staff.  And, while some organizations may have attempted to change the culture with a vague mandate such as “be friendly,” Adventist realized it needed to break the concept down into simple concrete actions. 

With the help of consultants from the Studer Group, Adventist leaders implemented the 10/5 Rule. Employees were directed to give direct eye contact to any staff member, patient or vendor they encountered within ten feet of them, and to greet them if within five feet.  

The result was a benchmark everyone shared and a name to identify it by. Staff could monitor co-worker’s adherence to the rule and would call them on it if they didn’t.  Most agreed they didn’t like to be corrected by a co-worker for failing to greet someone in passing, but acknowledged that the process resulted in a friendlier environment for staff and patients alike.

Adventist’s culture has changed significantly since the implementation of the 10/5 Rule. Within a month of implementing the rule, patients began to remark that “something is different around here,” and employees starting saying, “this feels like a better place to work.

Lessons Learned

Several important issues regarding change and influence are illustrated through the 10/5 rule. 

1.    Make change concrete.

The book Influencer explained that leaders who were able to make their change efforts successful identified crucial behaviors. These behaviors are the initial key actions that the members of the organization must achieve in order to lead to other changes. At Adventist, the first vital behavior was to look up and acknowledge other people. While this one action didn’t change the culture, it did create a cascade of other changes.

2.    “Sticky” messages are effective.

Chip and Dan Heath explain in their book Made to Stick that in order for an idea to spread, it has to be “sticky” so that those hearing it will understand it and then be able to pass the word about it.  Adventist discovered a sticky message in their 10/5 rule – it was concrete, creative, and easy to remember.

3.    Make it a priority for all members of the organization to share accountability.

Finally, the accountability factor was critical to the successful outcome of Adventist’s campaign.  As we discussed, employees across the system were encouraged to remind each other of the 10/5 rule. This involved the entire staff in the success of the campaign. 

Organizational culture is difficult to define because it is so abstract. Adventist’s experience teaches us that by changing specific, concrete behaviors, the culture of the organization will most likely also change as a result.  

Vinnie Garufi is the Director of Organization and Leadership Development for Adventist Midwest Health.  Wendy Mack is a advisor, keynoter, and change catalyst who specializes in leading and communicating change.  For more information on mobilizing energy for change, visit www.WendyMack.com. 

You Aren’t Stuck With Your Company’s Culture: Concrete Strategies For Change is a post from: The Business Communication Blog

Technorati Tags: change management, company culture, leadership, Management, motivating employees, senior management, team leading, workplace change

Tom draws on his exceptional ability to communicate clear business solutions with humor, wit and razor-sharp insight as he addresses over 70,000 men and women each year on high performance strategies for leadership, teamwork, change, and personal growth. With a gift for connecting with listeners hearts as well as their heads and habits, Tom helps create more effective leaders.

Serving leading companies in financial, health, technology, educational, manufacturing, and service fields, Tom expertly helps organizations define their vision, raise employee morale, improve customer service, increase teamwork and communication skills, help manage change more effectively, and develop leaders and leadership teams.

Book Tom for your next event at http://www.mcpspeakers.com/Speaker/234/Tom-Flick.html

Duration : 0:6:54

Tom Flick – Business Leadership Speaker (MCP Speakers) is a post from: The Business Communication Blog

Technorati Tags: attitude, Business, Communication, customer, flick, football, INSPIRATION, inspirational, Keynote, leadership, Marketing, motivational, professional, Sales, service, Speaker, speakers, sports, teamwork, Tom

Tom draws on his exceptional ability to communicate clear business solutions with humor, wit and razor-sharp insight as he addresses over 70,000 men and women each year on high performance strategies for leadership, teamwork, change, and personal growth. With a gift for connecting with listeners hearts as well as their heads and habits, Tom helps create more effective leaders.

Serving leading companies in financial, health, technology, educational, manufacturing, and service fields, Tom expertly helps organizations define their vision, raise employee morale, improve customer service, increase teamwork and communication skills, help manage change more effectively, and develop leaders and leadership teams.

Book Tom for your next event at http://www.mcpspeakers.com/Speaker/234/Tom-Flick.html

Duration : 0:6:54

Tom Flick – Business Leadership Speaker (MCP Speakers) is a post from: The Business Communication Blog

Technorati Tags: attitude, Business, Communication, customer, flick, football, INSPIRATION, inspirational, Keynote, leadership, Marketing, motivational, professional, Sales, service, Speaker, speakers, sports, teamwork, Tom

Tom draws on his exceptional ability to communicate clear business solutions with humor, wit and razor-sharp insight as he addresses over 70,000 men and women each year on high performance strategies for leadership, teamwork, change, and personal growth. With a gift for connecting with listeners hearts as well as their heads and habits, Tom helps create more effective leaders.

Serving leading companies in financial, health, technology, educational, manufacturing, and service fields, Tom expertly helps organizations define their vision, raise employee morale, improve customer service, increase teamwork and communication skills, help manage change more effectively, and develop leaders and leadership teams.

Book Tom for your next event at http://www.mcpspeakers.com/Speaker/234/Tom-Flick.html

Duration : 0:6:54

Tom Flick – Business Leadership Speaker (MCP Speakers) is a post from: The Business Communication Blog

Technorati Tags: attitude, Business, Communication, customer, flick, football, INSPIRATION, inspirational, Keynote, leadership, Marketing, motivational, professional, Sales, service, Speaker, speakers, sports, teamwork, Tom

http://www.youtube.com/glblmrkts

.
Keywords
leadership
corporate leadership
leadership management
business management
business communication
leadership development
leadership skills
executive leadership
management skills
effective leadership
communication training
leadership coaching
communication skills
strategic leadership
presentation skills
leadership styles
management
team leadership
leadership organizational
change management
leadership seminars
training leadership
leadership competencies
business training
learning leadership
business planning
employee leadership
leadership communication
workplace leadership
business skills
business coaching
leadership workshop
leadership skill
leadership communication skills
leadership skill training
effective leadership skills
leadership skills training
leadership strategy
business
business development
leadership qualities
leadership essment
leadership seminar
leadership workshops
coaching
team building
business marketing
executive coaching
business strategic planning
leadership businesses
business leader
bussiness leadership
leadership strategies
issues leadership
knowledge leadership
business strategy
leadership corporations
developing leadership
business managers
performance leadership
leadership ppt
leadership process
hr leadership
articles leadership
business strategies
planning leadership
conflict leadership
leadership managers
business motivation
corporate leaders
importance of leadership
article leadership
business conflict
leadership employees
leadership motivation
bussiness leaders
business teamwork
leadership work
management leadership training
presentation leadership
leadership essments
business team building
managing leadership
business skill
environment leadership
business success
customer service leadership
transformational leadership
business time management
business workplace
business at work
leadership courses
management training
leadership at work
business change
leadership in the workplace
time management leadership
leadership consulting
leadership tips
employee communication
corporate leadership training
leadership people
develop leadership skills
successful leadership
workplace communication
leadership success
personal leadership
executive leadership training
professional leadership
business manager
business organizational
business employees
values leadership
business team
business learning
leadership decision making
leadership manager
leadership advice
leadership skills development
business skills training
teamwork leadership
business customer service
business styles
business article
innovation leadership
business organization
leadership training seminar
knowledge management leadership
bpo leadership
leadership style
business theory
business organisation
business theories
leadership development training
examples leadership
leadership training seminars
leadership training course
leadership team building
business employee
business style
business developing
business techniques
business managing
behavior leadership
business group
teamwork
business change management
leadership effectiveness
implementation leadership

Duration : 0:3:2

(Business Leadership) is a post from: The Business Communication Blog

Technorati Tags: "change, Building, Business, contingency, glblmrkts, leadership, Management, planning, risk, Tags, Team

Duration : 0:3:20

Leadership and motivation at work. Motivational speech. Leadership skills, styles and team development. Motivational video: conference keynote speaker Patrick Dixon is a post from: The Business Communication Blog

Technorati Tags: "change, Business, communications, conference, economics, efficiency, health, humanities, Keynote, leaders, leadership, Management, media, morale, Motivation, output, passion, productivity, science, social, Speaker

Duration : 0:55:53

2020 Future seen from 2015: Futurist Mobile World. Consumer Trends:keynote conference speaker is a post from: The Business Communication Blog

Technorati Tags: Business, clients, communications, computer, consumers, customers, engineering, glob, leadership, lifestyles, Management, Marketing, markets, media, mobile, phones, science, telecom

Duration : 0:4:37

Workplace Violence Prevention is a post from: The Business Communication Blog

Technorati Tags: Business, Communication, leadership

Duration : 0:55:53

2020 Future seen from 2015: Futurist Mobile World. Consumer Trends:keynote conference speaker is a post from: The Business Communication Blog

Technorati Tags: Business, clients, communications, computer, consumers, customers, engineering, glob, leadership, lifestyles, Management, Marketing, markets, media, mobile, phones, science, telecom