Have you ever experienced a business or other organization that is always busy with the staff running around and doing things but when you want something done it never seems to get finished – certainly not in the time that you needed it or wanted it?
It is easy in the rush to grow our organisations to miss a simple perspective, and one that is the most important to achieving our goals:
THE END RESULT IS MUCH MORE IMPORTANT THAN HOW BUSY YOU WERE DURING THE PROCESS.
For example I heard of a telemarketer once that would make half as many calls each day as her colleague – in the same role – but made twice as many appointments. The tragedy was that the CEO and the GM wanted to dismiss her because she never seemed busy, and spend way too long on each call.. I pointed out that she was wasting less of their leads and getting better results so she should actually be training the other girl who was wasting lots of their leads. The end result after all was bookings for the sales consultants; not calls made and certainly not how busy they looked.
HOW CAN YOU MEASURE THE ACTUAL RESULT
This becomes quite a balancing act and impossible without putting these steps in place –
- Exactly defining what it is each team member is meant to produce and ensuring they know it.
- Knowing what you expect as the minimum result from each one of your team members,
- Accurately, as close to real time as possible, measuring their results.
With the above in place, you will more easily know whether you should push your team members for more results if it looks like they have spare capacity or to leave them to just get the results they are obtaining.
Even when you have good producing staff members, it is still your job to push them for more results and remove barriers they may experience.
CAN EVERY ROLE BE MEASURED?
The answer to this question is an absolute YES, YES, YES!!!!
For example you might have a PA and wonder what the result of a PA is? Well that could be a simple as ‘time for the Executive’. How would you measure their success? Well that would simply be does the Executive get better results because the PA is there. If the answer is yes then the PA is getting their job done, if not, well you understand by now I am sure.
WHAT ABOUT BEING BUSY?
Who cares? Not me I suppose. I experienced one extremely productive organization once that had an unhealthy idea that any time you stand still was “out PR” and looked bad. This was so extreme that I remember trying to get someone to sign a form for me and she saw me and had to wait about three minutes to sign my form. This was too much and she ran off to see someone else. I then found her thirty minutes later after she had spent fifteen minutes trying to find me. She could have saved ten minutes by waiting three to five. Oh well.
SO WHAT DO YOU DO?
Simply measure each person and position in the organization, get people focusing on their result and reward the guys who get better results for the organization and watch the company grow.