| ASK EMPLOYEES FOR SUGGESTIONS ON IMPROVING PERFORMANCE Paul Serwinek, Ph.D.
As managers who are expected to provide ideas for business growth, we must continually remind ourselves that our employees have many innovative suggestions for improving our agency or brokerage. Employees look at matters from a somewhat different perspective than management. Since analyzing from different perspectives is a key to creative decision-making, it behooves a manager to consider employees' diverse views whenever possible. Some employees are reticent about sharing their ideas with management, so it's useful to develop a technique for eliciting good suggestions. Here's what I found really works: Before an agency-wide or brokerage meeting, ask all employees to come with one written suggestion on how office efficiency might be improved. It's that simple! You will be amazed at the practical suggestions that are offered. Another time try asking for two ideas on how employees' particular jobs can be made easier. The agency meeting that follows then provides a good opportunity to discuss some of these suggestions and how they can be put into practice. Suggestions that are not immediately usable should also be mentioned to the group with an explanation of why they cannot be used at the present time. This way appreciation is shown for all employee efforts. In fact, sometimes a discussion ensues among the employees on how the initially rejected idea can be salvaged. At various meetings, suggestions can be called for on ways to improve customer service, to streamline a particular office procedure, to better utilize the automation system, or improve the sales process. To show that you really value employee viewpoints, you may choose to offer an incentive for participating in this project - such as a lunch certificate. This is not necessary, however. Once employees see that their ideas are considered seriously, that in itself motivates them to conscientiously offer their observations. Whether or not you offer incentives, try soliciting your employees' opinions as a means of continually improving your operations. |