I am a firm believer that employees come to work and want to do a good job. Part of a good quality management system is having a work process that is structured, systematic and predictable.
Good processes are one of the first steps in minimizing employee errors. Anytime a manager comes to me expressing concern for employee errors, I always ask why. Quality 101 teaches that a good employee in a bad process will make mistakes because the environment sets them up to make mistakes.
Quality management tools should be used to clarify the process and to map out a process to minimize steps and maximize performance.
Part of fine-tuning a process is looking at the environment in which that employee works and looking for things in the environment that either distracts from or slows the process down. Paying attention to those physical elements of the work area can have a major impact on focus and employee goal attainment.
Things in the environment to consider:
Temperature
It is amazing how the thermostat can affect how productive or unproductive an employee is. I don’t think I’ve been in an office yet that there weren’t some “tug-o-wars” that went on over the thermostat. I’ve worked with people who would get too warm or too cold and that would be a distraction from their work. Having a well functioning and properly zoned HVAC system is a good place to start assessing when issues like this arise. Another approach is to encourage employees to wear layers to work. I once worked with a woman who had her blanket and wrapped herself in that all day.
Noise
Different people with different social styles struggle with workplace noise. This can be anything from ringing phones, phone conversations, office machine noise or general talking in the office. We’ve had to move people around to different work areas to get them in the right spot for noise levels. Some people need a lot of noise to work because the stimulation energizes them and helps them think. At the same time there are other people who need complete quiet to be able to concentrate and get their work done. Being sensitive to those kinds of needs and creating the right environment for people can have a significant impact on productivity.
Work Area
Pay attention to the employee’s workspace. Look at the ergonomics of the desk and pay attention to the computer screen and keyboard position. Does the employee spend a lot of time on the phone? If so, is a headset available? Is there sufficient desk space, file space, or room to move in their chair? I worked somewhere that the cubicles were so small that you could not turn your chair around without hitting the wall behind the desktop. This created an environment that felt small and claustrophobic. Being economical with office real-estate is important but there needs to be a balance.
Clear Expectations
Having written goals, a clear job description and a daily task list is critical for good performance management. Employees need to understand what they are expected to do and have the required tools to accomplish those tasks.
Helping employees to focus without distractions is the goal to minimizing errors in the workplace and optimizing performance. Offering the option of a virtual office and creating the right environment that is comfortable and inspiring can be an important first step in good performance.
photo by: jomcleay
