For this blog, I offer a critical question and one that relates to how managers need to rethink their understanding for radical success in the current unpredictable and rapidly changing environment. First let me ask the question and then I will present a couple of critical insights. The question is simply:
What is the basis on which you visualize and define “Standardization”?
Historically this has been viewed as “We do it exactly the same way always and every time!” Understand, in some manufacturing assembly lines and particularly when using robotics to build the units, this can be very beneficial. However, even in this arena, one change occurred years ago when some manufacturing plants moved Quality Assessment Resources to the beginning of the assembly line rather than the end to ensure the quality of the materials entering the process and reduce risk and cost.
HOWEVER, managers completely miss the boat when they take this same approach to a service or training arena. In a training organization, if the manager goes with an old school mindset, it is not successful for the current and future environment. If you apply this mindset in such an environment, you think we do it the same way always and exactly the same sequence of events and such. When you do this, the client involved is insidiously trained to shut their brains off and just go through the motions.
Never forget, our goal should be to maximize quality every time and never forget, the client is the determiner of Quality. For companies that deal with services and such…QUALITY should be the basis for Standardization. Does the client experience a standardized level of quality?
The basis for Standardization is more based on How your employees create the Quality with that individual client at the point of attack.
To accomplish this, you cannot just do it the same way every time. You will have clients that attend with a vastly varying level of experience and current ability. Also, your clients may have different cultural backgrounds and perhaps different generational backgrounds.
The employees involved will have to be prepared to adapt and tailor their approach to create the quality so that clients of different backgrounds can experience a Standardized level of Quality.
So, let me ask you?
In How are you and your organization defining “Standardization”?
In what ways do you need to adapt your vision and that of your team?
What do you need to do differently?
– Randy Swaim, Coaching for Relevance, LLC