Quality Improvement Programs
Trap: When announcing a quality improvement plan, be careful not to denigrate the current process. Doing so can be considered an insult by the staff.
Make it a point to invite employees to actively participate in the redesign even if you brought in a team of expert consultants. It will generate support for the program and make the staff feel more involved.
Also, make it clear to employees that good ideas come not only from experts; in fact, their hands-on experience gives them the advantage of dealing with problems most effectively. This, too, will generate support and ease whatever resentment they may have toward the “intruding” consultants.
Tracking Dormant Accounts
So what can
you do to stop such losses?
Hone Your Management Style
Question 2. Do you put off tackling tough issues—figuring with time they may solve themselves?
If you answered yes to either or both questions, you probably have some serious soul searching to do about your management style. Focusing on efficiency—the less difficult issue—rather than the rationale for the activity in the first place could be a sign that you don’t like to tackle fundamental problems.
About Question 2: Delay in addressing a management problem may be a way of denying its existence. After all, problems usually don’t solve themselves.
Why Customer Complaints Are Good
What to do about it: Encourage feedback—use questionnaires, provide a special e-mail address for gripes (and compliments), conduct phone surveys and train front-line employees to watch for signs of dissatisfaction and report them to management.