To ensure your employees know their tasks and prioritize them properly, you must rely on standard operating procedures (SOPs) to create them. Once you communicate what an employee's expected duties are, you've completed step one of creating an accountable employee.
I walked through the exact steps to completing this in Assigning responsibility, accountability to your staff.
Now that you have created an established list of position tasks for each employee, the tasks can be identified from most to least important, with those that impact customers directly having the highest priority.
The next step is to make sure that all of these tasks are in the job description, they all bring added value to the process, there isn’t waste within the steps and there is an accountability component built in. Why? If the business is going to have assigned tasks by job description, each employee must be held accountable for getting the job done right and the first time. If not, you have a lot of words and no requirements. Establishing requirements is what is most important. The task is identified, the need is qualified, the responsibility is quantified and the performance is measureable.
|FREE WHITEPAPER on Standard Operating Procedures (SOPs)|
Meeting your Key Performance Indicators (KPIs) obviously is important to you as a repair or collision shop owner or manager. But do your employees recognize the importance? Download our free whitepaper on Standard Operating Procedures.
In some human resource circles, it could be said that you will also need to teach people how to use the devices that they will encounter in performing their tasks. Let’s assume that we’ve hired the correct person and all of the required skill sets are in place for the devices, systems and programs they will be working with.
This is a very important point to consider when hiring employees. Is the person being considered for hire able to perform the tasks that they will be assigned? Ask! If not, the business may be bringing a potential “problem” into the process. This is not a fault of the employee, but of management for not hiring properly. The potential employee should have a demonstrated ability to perform the tasks that are identified for their job description. Management can make accommodations in some cases or they may need to take a pass and move on to the next candidate.
The SOPs are nothing more than a roadmap that, if followed, produce a desired result. So it is imperative that each step in the desired roadmap be clear, in order, eliminate waste
, and produce a predictable and measureable result. This allows employees to work at task completion with predictability. That means very simply that they know what’s expected, what’s coming and how it should occur and what the result should be. With that said, management should be able to have the same expectation. No surprises!