Recently during a CLIP System workshop I was "floored" by one persons business mindset.... We were discussing various aspects of managing risk, including that of poor workmanship.
Firstly one needs to define what "poor workmanship" is..... well in my mind it is "anything done by a worker that is below standard or detrimentally affects, ultimately, customer service excellence."
Managers would normally assess the situation with factual evidence, address this with the worker, counsel the worker, develop the workers skills, amend anything within the processes and procedures that could be wrong or at the very least make an effort to correct the problem....... BUT to my amazement this manager "works around the sub-standard worker".
So with this outlook in mind, to mention but a few - what affect does this managerial outlook have on the business?
1) RISK will not be managed - having a poor worker is in its self a risk
2) COST will not be managed - having a "hanger-on worker" is costly both financially and from a productivity point of view
3) FRUSTRATION within the work environment will be largley increased
4) CUSTOMER SATISFACTION will be at risk
5) SACRIFICING integrity, efficiency and productivity will be evident
6) PRESSURE on other workers will be evident and not appreciated
There are MANY more affects that this outlook will have on the business as a whole and on the team, which is not fair to the company or the team.
Perhaps managers need to go back to the basics and look at the definition of the word "manager" - the Oxford dictionary says this:
1) A person conducting a business institution
2) A person controlling activities of persons or team
If we go a bit further, what does it mean to manage? The Oxford dictionary puts it this way:
To handle, conduct, organize, regulate, take charge of, take control of, cope with, make proper use of........ etc.
Right, now that we understand the definitions of manager and manage - how does the mindset of working around a sub-standard worker, fit into the management roles and responsibilities -beats me.