Welcome back. Continuous improvement is a noble goal. It is often an intention that does not become realized. Here are several ways to begin your process to get you into action mode. Parts 1 and 2 are available at Business Influences! Blog.
Part 2 Summary:
· Competence is KPI (key performance indicator) of Business Literacy™.
· Communication skills are critical.
· Highlight an emphasis on accuracy and fact-based presentation to achieve desired outcomes.
· Set expectations by how others reference your company, use of uplifting language, and examples of courteous behavior.
The key is to keep the discourse civil and spacious enough for different ideas to stand and flourish. Practiced Literacy raises emotional intelligence across the business enterprise and within the company culture.
Welcome to Part 3 in our Business Literacy™ Series
Please accept five Coach Cubas Coins as a personal gift and invitation to enjoy a personal coaching session. Register your coins here.
Although simplicity is a desired approach to sharing information, the best-practices transformation process is far from simple. Here is a helpful resource in setting up your process—Baldrige Quality Principles: //www.nist.gov/baldrige/
Part 3 discusses “how” you we can accelerate what you are already achieving into best practices.
3 Best practices are born from business literacy. These are solid starting points:
1. Internal company communications
2. Customer or prospect communications
3. Team member behavior and how the audience perceives it, internal and external.
Here is a starting point, short assessment to begin to catalog and capture your best practices and areas for improvement:
Each department, sector, team, does their own assessment with each team member participating. This is vitally strategic when managing remote locations.
1. Document what your clients and customers feedback to you. Use the actual words.
2. What flows well throughout your office?
3. What captures your attention from your team? Your observations. “I like . . ., I want to change . . .
4. Where are the stoppages, continuous errors, and breakdowns? Fix them or make a list of priorities that will have the most impact on your team.
5. Ask your team what the priorities are. Get two or three solutions for each one. Be sure to give credit to the individuals.
6. Have your team list the top companies they would like to work for and why.
So, where do I begin?
Action Plan to transform a company culture—Initial Phase 1 month
Establish a baseline. Time frame: 1 week
This activity is about progress and advancement, not about criticism and judgment to condemn anyone. A fair and open environment must be created for this plan to work well.
This report is reviewed and findings are shared in a team meeting.
Document what tools are available already.
What do we add like coaching sessions, team coaching, practice, online learning
Leadership is the essential ingredient.
A 360º assessment is useful here to remain neutral and do what is “good for the house.”
How the leader receives the feedback is worthy of note as well. The 360º assessment keeps it as neutral as possible while providing valuable insights.
How the leader behaves sets the tone for the team—non-verbal cues like hands in pockets, tone of voice, engagement with eye contact, and Plain English to deliver Information.
Feedback on what team members desire from the leaders is essential. They based it on their personal experience. In this feedback, team members state what they need from the leader.
o Where are the blocks, continuous errors, gaps, and breakdowns?
o Fix them or make a list of priorities that will have the most impact on your team.
o What new personnel is required?
Review Policies & Procedures
Keep and refresh what still works and eliminate outdated information. Check manuals, orientation plans, and website.
What equipment was added?
What new training is required?
What new skills are required for better service and exceeding customer expectations?
Everyone or specialists assigned.
Provides time to migrate all staff.
Please submit your findings (as a PDF or Word document) if you would like to be acknowledged as a progressive company built upon continuous improvement!
As a bonus, I will select one example (with your permission) you provide and produce a case study for you to post and share with your customers, prospects, and online audiences and social media. Tune in.
Upcoming Series Part 4—Business Literacy™ in Action
In Part 4, I will share with you more ways to accelerate what you are already achieving into best practices and a case study.
Please check back and have the blog delivered to directly to you.
Michelle Cubas, CPCC, ACC, Business Analyst & Certified Coach
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