- A Pivot that builds Organizational Culture
Does your organization have effective systems in place to
- Make problems visible?
- Manage the exceptions arising out of problems?
- Maintain discipline to implement and sustain solutions consistently?
If it does, are there systems in place to
- Indicate normal or abnormal process conditions?
- Take actions needed to ensure high product and / or service quality?
- Manage issues in real time (not by reports)?
If your answer is no to at least one of the above, guess what it means?
Your organization is lagging in standardizing operations!
Standards shape the culture enabling customer satisfaction by leveraging systemic productivities.
They do so by providing plumb line like reference points to determine alignment impacting all levels of stakeholders in an organization.
3 C’s determine how good this alignment is — Continuity, Compliance and Collaboration.
While ensuring the alignment, Standards drive outcomes which are another set of 3C’s — Conformance, Confidence and Communications.
Here’s how all the sets of 3C’s pan out:
Continuity: They are milestones signifying progressive benchmarks of Excellence along journey of Continual Improvement.
Conformance: They help Leadership team conform to the chosen path for making the corporate mission a reality.
Compliance: They project degree of Compliance to end user specifications to determine adequacy of products being delivered to end users.
Confidence: They ensure end users feel confident in using the products and/or services meeting their objectives.
Collaboration: They facilitate cross-functional Collaboration through streamlining daily operations, especially those repetitive in nature.
Communications: They simplify communications along both depth and breadth of the organization through measuring and tracking relevant metrics.
And their absence obviously leads to yet another set of 3 C’s — chaos, crisis and conflicts!
Lack of continuity in improving processes results in cutting corners. This breeds lack of conformance to chosen path for realizing mission objectives. This in turn leads to chaos in executing operations while realizing business goals.
Lack of Compliance results in firefighting to rectify defects, adversely affecting delivery commitments. This leads to lack of confidence in end users. This in turn creates crisis mindset both in end users as well employees.
Lack of Collaboration affects synchronized efforts among cross functional teams. This induces directionless and ad hoc style of execution leading to chaotic communications giving rise to conflicts!
So, if you have Standards taking care of both sets of 3 C’s related to efforts and outcomes respectively, the 3 C’s giving rise to haphazard execution can be minimized or at best eliminated!
Thus, proper institutionalization of Standards paves way for building culture that designs systems facilitating “Management at a glance”.
Management at a glance enables
- Making problems visible
- Managing the exceptions arising out of problems
- Maintaining discipline to implement and sustain solutions consistently
- Indicating normal or abnormal process conditions
- Taking actions needed to ensure high product and / or service quality
- Managing issues in real time (not by reports)
So, evaluate your present state of operations to identify gaps w.r.to the 3 C’s related to efforts and outcomes for establishing relevant Standards in place!