EFFICIENCY: HOW TO IMPROVE IT
Jason H. Hoeppner, CIC
How efficiently do you work every day? This isn’t a question we normally ask. We’re creatures of habit who we tend to continue to do what we know how to do. Resistance to change is part of the human condition. However, ask yourself this: If you could market and sell three new accounts in the same amount of time it took you to sell one account, why wouldn’t you? (Likewise, if you could get four rounds of golf in during the week instead of two, wouldn’t that be good too?!?)
Doing more in the same amount of time (or even less time) is a no-brainer in the business world. How do we go about it?
First, you need to have the right mindset. I like to call this a continuous improvement mentality. Ask yourself daily, or at least weekly, how can I be doing this better? According to the dictionary and the laws of physics (I used to study those at one time…), the efficiency of any machine is always less than 100% due to forces such as friction that use up energy unproductively. What forces in your workplace use up your energy unproductively? It’s easy to focus on are the tasks or situations that frustrate you (what was the last thing you complained about to a co-worker?) and those that seem to take an inordinate amount of time. If you can’t identify such “areas of opportunity,” you might need to embark on a more detailed process analysis.
Next, after you’ve become aware of your areas of opportunity, determine the source or reason that caused you to pick those areas. For some of you, this might be very easy. For others (especially those carrying out the details of the tasks in these areas), the reason might not be apparent. If this is the case, ask someone who is detached from these processes or tasks. An objective observer, a co-worker (ok, ok, I’ll say it — a consultant) might have a better perspective on what’s going on and can help pinpoint the reasons for the inefficiency.
Third, brainstorm a way to do things better. Look to others for ideas on this. Try the help files or users’ guides for your technology platforms. Turn to experts in the area, blogs, and users groups, or ask questions in forums and other social media and networking sites. The chances are that if you have identified an area of opportunity in your work, someone else has as well and might have an idea that you can use. Look at all the options and pick one to try.
Finally, try out the new way of doing things, document what you’re doing, and then review the success of the new process. Some of the solutions you come up with might not work. That in itself is a useful bit of information. However, don’t throw in the towel if you don’t find the answer on the first attempt. Try something else, check for success, and move on … either to another possible solution or to the next area of improvement.
In the end, your ability to adapt, improve, and do more will serve your customers better and allow your agency to grow and be more profitable. Employees who can embrace this way of doing business are invaluable assets and can be the key to getting your agency to the next level, regardless of market conditions.
Jason Hoeppner, CIC, is a consultant with B.H, Burke & Co. (Westbrook CT), a firm that provides management, operational, financial, and technological expertise to independent insurance agencies. He holds a BS in physics from the U.S. Naval Academy. You can reach Hoeppner at B.H. Burke & Co., 36 Westbrook Place, Westbrook, CT 06440; phone: (800) 399-8288; e-mail [email protected]; or visit www.bhbco.com.