Performance Improvement - Rex Houze

Oct 14 Comments Off

Insight Precedes Change… the Role of Stats in Success

Posted by Rex Houze

Championship athletes and teams keep statistics to improve performance and results. In
basketball, statistics include shooting percentage (field goals, 3 point and free throws),
rebounds, steals, assists, and turnovers. In baseball, it is batting averages, earned runs
averages, slugging percentage, on-base percentage, stolen bases, walks, strikeouts,
and fielding average. Similar categories exist in every sport.

Unfortunately, in business, too many people think they are too busy “working” to keep
statistics. When you keep track of the appropriate statistics and monitor them on a
frequent basis, you can work smarter instead of harder and you will have more time for
important tasks.

A manufacturing company had a horrendous absenteeism problem. It was costing them
a lot of money in overtime and temporary services. Mistakes were being made and they
were losing customers. Management tried everything they could think of to correct the
problem, but without success. During a management development process, the problem
surfaced and the facilitator asked some insightful questions that produced some startling
results.

His questions involved who, what, when, where, how, and why. When he got to “When is
it occurring?” the answer was “We don’t know.” And he said, “Let’s find out.” The team
gathered statistics from the previous six months and presented them several different
ways. When they looked at the per day statistics, the insight paid off. They found that
Monday through Thursday attendance was in an acceptable range, but Friday
attendance missed the mark drastically.

When the managers were asked why they thought this was happening, they said it was
probably because they paid people on Thursdays. When asked why they did that, the
classic response was because we’ve always done it that way. When asked what would
happen if they changed payday to Fridays, the response was “We don’t know.” The
facilitator said, “Let’s find out.” They changed payday to Fridays and their absenteeism
problem shrunk to an acceptable size. The benefits were substantial. Without the insight,
the problem would probably still exist today, or worse yet, they would be out of business.

Do you have lingering problems that you have not been able to solve or goals you have
been unable to reach? Take a new look at statistics that are available to you and/or set
up a scorekeeping system to get new statistics. Electronic spreadsheets are a great way
to look at a set of statistics in many different ways so you can gain additional insight. Ask
questions starting with who, what, when, where, how, and why to identify opportunities
for improvement.

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Frequent Feedback Prevents Problems

Posted by Rex Houze

Without feedback there is no improvement or progress. Most quality programs are based on getting feedback on how current processes work so they can be improved. Without the feedback, there would be no improvement. The same is true with human behavior; without appropriate feedback and positive reinforcement there will be no improvement in performance and results.

Effective coaches understand that giving appropriate feedback is the quickest, cheapest, and most effective method for improving performance and results.

Humans need feedback to validate their existence, enhance their self-esteem, and improve their self-image. One of the greatest forms of punishment is solitary confinement; little or no feedback. Our self-images are developed by feedback we get from experiences and/or other people. A Sunday school teacher told me I was a good reader when I was 11 years old. I believed her and have been an avid reader for the past 50 years, reading 40 plus books a year plus numerous magazines and articles. Did feedback affect my self-image and behavior? Absolutely! All of us can relate examples of how feedback has affected our behavior and performance.

As a coach, you have a unique opportunity to improve performance and shape results through the use of appropriate feedback. All feedback is important to performance improvement. Positive reinforcement is critical. People tend to act to gain a benefit or avoid a loss. People tend to gravitate toward pleasure and reward and avoid punishment and rejection. As a result, human behavior is driven by the principle that what gets rewarded, gets done.

If you want a sales person to make more calls, use positive reinforcement. If you want a sales person to open new accounts, use positive reinforcement. If you want a better safety record, or less waste or rework, or better accuracy, or on-time shipments, use positive reinforcement. Positive reinforcement is accomplished through feedback — from a trusted, supportive coach.

The dilemma with feed back in business is that most people won’t ask for feed back and most business coaches don’ t give enough of the right kind.Most people won’t ask for feedback because they don’t want to appear weak or perceived as“high maintenance” or they think if they have to ask for it, it isn’t as valuable.

Business coaches don’t give enough appropriate feed back for a myriad of reasons, including:

They don’t fully understand the value and importance.
They don’t know how.
They don’t think they have enough time; they are too busy“doing”.
They don’t get enough from their coach.
They have had poor role models in the past.

Since people are reluctant to ask for feedback, it is imperative that coaches make an extra effort to give appropriate feedback using positive reinforcement. Catch people doing things right. Focus on people’s strengths and stop pointing out their weaknesses.Notice and comment on progress. When you see it, say it. When people see you are sincere about recognizing their contribution to the organization, you will be rewarded with improved performance and results, higher morale, better teamwork, and a more positive work environment.

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Benefits of Keeping Score

Posted by Rex Houze

Keeping score generates excitement for players and fans. Score keeping improves individual and team performance; enhances concentration and focus; helps coaches and players make better decisions; helps prevent and solve problems; dentifies opportunities for training; and makes it easier to accurately project outcomes.

Keeping score provides early warning signals. The gauges on the dashboard of your vehicle provide a form of keeping score. They indicate how much fuel you have, how well your engine is performing, and whether it needs maintenance. The odometer indicates how far you have driven –overall and on a given trip. A thermostat is used to keep score on the room temperature and adjust the heat or air conditioning accordingly. In business, it is crucial to have a method of keeping score in place that provides early warning signals so you can make the appropriate adjustments.

A doctor uses a person’s vital signs to keep score on how the body is performing and if any attention is needed. Scales help people know if they are maintaining their desired weight. What are the vital signs for your business? Can you identify and measure them with the same degree of accuracy as a blood pressure gauge or a set of scales?

Keeping score helps break goals into bite-sized chunks. This promotes confidence when people think and say,“I can do that.”Knowing that you are winning at small goals helps build momentum and increase your opportunities to accomplish larger goals.

Keeping score provides trends and direction. Where you are now is important. Even more important is what direction you are moving and at what speed. Knowing trends and direction helps reduce the chance of surprises and uncertainty. increased certainty enhances confidence and increased confidence promotes increased success.

Keeping score helps you celebrate successes. One response to seeing the score is, “Hooray!“When you reinforce “Hooray,”progress and success are reinforced. Reinforcing progress and success creates a motivational environment that leads to more progress and success.

Keeping score can help you take corrective action. Another response to seeing the score is,“Oh no.”Following“Oh no”situations with a corrective plano faction of additional training and coaching reduces future “Oh no’s.”

Keeping score enhances change. Keeping score creates insight and insight precedes change. When you know where you stand and what direction you are heading, you can set new goals, adjust your behavior, and produce new or better results.

Keeping score improves accountability. When a good score keeping system is in place,people can run,but they can’t hide.

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