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  • 22 Oct 2020 8:24 PM | John Heap (Administrator)

    Many, if not most, companies are looking to improve productivity these days.  They may design single, initiatives or projects to look at key issues or, if they are smart, have an ongoing ‘movement’ that systematically addresses all business processes.


    Too often, however, even the smarter companies concentrate on ‘up front’ processes and tasks - the direct-to-customer activity.  This is not necessarily bad - in fact it is an effective starting point.  Howevere, it is also necessaery to work ‘back’ through ancillary and support activities to ensure the commitment to improving productiivty extends throughout the organisation and all it does.


    Let’s take a simple example. 


    A conmpany might review its manufacturing process and work out ways in which performance can be improved - either in quality or throughput terms.


    They then need to work through supporting processes so that logistics activities, warehousing and so on are attuned to the new process. They also need to review staff onboarding, training and development processes to ensure staff are prepared to fully contribute to the new process.  Sounds sensible, doesn’t it?


    However, in productivity development, the devil is in the detail.  The organisation needs. to think through the full consequencs of all the process and support activity changes.  Are production planning processes fit for (new) purpose.  Are quality assurance and quality control processes still relevant?


    Further ... if we have changed onboarding, training and development processes, do we have the administrative processes and skills to make sure those activities are effective and efficient.


    The organisation must continue to work ‘backwards’ through support processes and support roles to ‘complete’ the picture and build a truly effective organisation with holistic and comprehensive, productive processes, roles and activities.



  • 15 Oct 2020 4:58 PM | John Heap (Administrator)

    Do you want your employees to work hard?  (Yes, we’re starting with the easy questions.)


    Well, actually you don’t. If those employees are doing the wrong things, or even doing the right things but in the wrong way, then hard work can, at best, be sub-optimal and ,at worst, counter-productive.


    What we want from our employees is achievment of agreed outcomes, where those outcomes are in support of the organisational mission and move it towards its vision, helping realise the strategic plan.


    This can be relatively easy for employees - if there is a current, active plan in support of a shared mission and vision.  So, we sre looling for outcomes, not outputs.


    This requires a change of mindset.  


    I talked a couple of posts ago about the importance of establishing critical success factors and supporting key performance indicators, and I talked last time abouit the dangers of hsving inappropriater measures of performance.  This post brings both those points into sharper focus.


    Ths mission and vision should lead us to the criticsal success factors - those things the organisation should do, and do well, to achieve its mission.  The KPIs follow on, letting us identify whether progress is being made in relation to those CSFs.


    So, you need to know not whether your employees are working hard but whether they are ‘moving the needle’ in relation to the KPIs which measure progress on CSFs which detemine success in achieving the mission.  


    And, preferably, your employees should know why you are measuring what you are measuring - and why it is important.


  • 09 Oct 2020 12:01 PM | John Heap (Administrator)

    I am a firm believer in measurement of performance as part of a wider performance management regime.


    However, I am also aware of the dangers of inappropriate measurement.


    Measurement drives behaviour change. This means. however, that if the measures are ‘wrong’, you will drive behaviour in the wrong direction.


    People, understandably, will try to move measures in the direction that  puts them in a  favourable light. If this does not move the organisation closer to its mission, something is clearly wrong. Staff end up playing the measures game, rather than concentrating on real, successful performance improvement.


    A simple - but all too common - example is where staff are incentivised to maximise  output.  If they do this at the expense of quality,  they still win but the organisation will lose.


    So, review your performance measures and KPIs regularly - and check they are having the desired effect - in both the short and  longer-term.  


  • 01 Oct 2020 10:20 PM | John Heap (Administrator)




    Every business - and every manager in that  business - should know what are the critical success factors … what must the company do - and do well - if they are to be successful.  What are the factors that underpin the mission.  

    The aim is not to identify lots of these - but the essential (‘critical’) ones.


    One probably relates in some way to customer satisfaction or service; another (especially in smaller businesses) might relate to the control of work-in-progress and/or cashflow.


    Once these are identified, the business should identify some measure that will tell them how well (or badly) they  are doing in relation to each CSF.  These are the organisation’s key performance indicators (KPIs) - and there should be at least one that relates to each CSF.


    Finally, they need to identify actions that will make those indicators move in  the right direction, showing progress is being made in relation to the CSFs and towards the mission.


    We like to think of a form of ‘golden thread’ that runs through everything the organisation does - from establishing the mission, to identifying CSFs, to identifying appropriate KPIs - and establishing a set of action plans.


    The concept is very simple; execution  is harder - but failing to create the golden thread means some important factor may be overlooked.


  • 24 Sep 2020 7:37 PM | John Heap (Administrator)



    There have been lots of comments about how well the transformation to home working has gone - with many firms claiming that productivity has remained steady or even increased.  Employees seem to value the flexibility and the lack of commuting time. So - a real win-win situation?


    More recently the shine seems to be wearing off. Dig below the surface and there is increasing evidence that home working is taking a toll on employees emotionally, as interpersonal contact diminishes and this lack of contact builds anxiety about job insecurity. 


    There is also a reasonable probability that some of the productivity gains being claimed  by employers do not actually exist - with employers misjudging positive employee comments for positive contribution and performance.


    Research by 451 found that only 11% of employees felt more productive and more engaged with remote work than working from the office. Not surprisingly, these positive respondents tended to be more senior within a company, had prior experience with remote work, and were generally more tech-savvy, said Chris Marsh, a principal research analyst with 451, a division of S&P Global Market Intelligence.


    So, the good performance by a small number of important employees may have skewed overall views.


    This is typical of much change.  There is initial enthusiasm which gives a lift to performance but the novelty soon wears off and ‘the cracks in the surface’ start to emerge and widen.


    Some companies will have benefitted from the change - but this is much more likely for certain industries and tasks than others. Lack of regular intra-team and inter-team communication can be very damaging for some tasks and processes.


    So, look at the figures - and keep looking over time. Home working may work for your organisation - or for part of it.  But other parts may need to get back to the office.



  • 17 Sep 2020 8:18 PM | John Heap (Administrator)

    Productivity measurement takes many forms but increasingly it involves monitoring of employee attendance and performance.  So, data entry operators have long had their keystrokes per minute monitored, call centre operatives are used to being judged on the number of calls they handle ... and so on.


    Since these operators are being paid by the employer, this mostly seems reasonable... though one might argue that the measures used are naive or incomplete. We want call centre operators to resolve customer problems, for example, not ‘get rid of’ customers quickly.


    Does the present situation, where many of these operators are working from home, change the situation?  The operators are in a much more fluid and flexible work situation where the line between ‘presence’ and ‘absence’, and between ‘working' and ‘resting’ are much less clear.  Is it reasonable for an employer to closely monitor the employee in such a situation?  What about the right to privacy? Do we want a surveillance work culture?  Remember, this kind of situation is growing at the same time as people are crying foul over the monitoring of their behaviour by the technology big 4 - Apple, Google, Amazon, Facebook.


    If employers want the benefits that accrue from more flexible, home working, they must accept the responsibility for maintaining very strong security over the data collected, and show that they respect the right of employees to self-manage their ‘work/home’ regime. Employees who feel respected and trusted are likely to be more productive, more satisfied and more incentivised.  Invasive monitoring and tracking tools will cause frustration snd annoyance - and result in lower performance.


    A win-win situation is possible!



  • 10 Sep 2020 8:12 PM | John Heap (Administrator)

    83% of employers say that, even after today’s crisis has passed, they plan to put more flexible work policies in place, such as allowing more people to work from home or letting them adjust their schedules.


    That’s according to a recent survey of nearly 800 employers by Mercer, an HR and workplace benefits consulting firm.


    I have warned against such surveys before - those that show what the sponsor of the survey wants to hear.  I am not suggesting that those sponsors are faking the results .... just that they ask the right questions in the right way to get the results they require.


    But let’s address the claim.


    I cannot believe that all, or even the majority of, home workers produce the same level, and quality, of outputs/outcomes that they would have done in their normal office environment. Especially as at the strrt of the pandemic most firms did not have ‘working from home’ protocols, procedures, controls or measures.


    So, why do companies plan on more home and flexible working?


    I think the truth may be that the savings on office space costs may more than make up for the loss of labour productivity.


    I would like to see some robust and rigorous research look at this issue.... until then I’ll stick to my (admittedly personal) view.


    The productivity of the workforce has probably dropped ... but total productivity may have risen, when taking into account all cost factors.


  • 26 Aug 2020 7:21 PM | John Heap (Administrator)

    When people talk about productivity, they usually mean labour productivity. When this is bad (i.e. declining), they may even blame ‘labour’ for their poor performance.


    Yet those of us who understand productivity, know this is rarely the case.  When labour productivity declines, it is much more often the result of a failing ‘system’ which negates the honest efforts of the workforce.  Similarly national productivity may decline because the larger economic system is failing.


    So, look beyond the simple productivity figures to understand what is happening ‘on the ground’. Read but then  analyse, interpret, challenge official figures.

  • 20 Aug 2020 7:54 PM | John Heap (Administrator)

    There are lots of blogs and press releases that tell us another productivity ’secret’. The key to success is a healthy building, an employee wellness program, or .....


    If you read such an article/blog, make sure you check who issued it ... and the evidence provided. You are likely to find that the issuer is a provider of air conditioning or wellness programs or ..... and that the evidence is a survey of 200 companies.  


    Not surprising - and definitely not compelling.


  • 13 Aug 2020 5:22 PM | John Heap (Administrator)

    Many times, the distinction between effectiveness and efficiency crops up.

    “Which should we aim for?” ask executive teams.


    But this is not an either/or decision.


    Good businesses need both.


    They need to be doing the right things (effectiveness) and they need to be doing those things right (efficiency).


    One description of an effective business is that everyone is on the same bus, facing the same way and heading in the same direction.  Achieving this is a major function of leadership.   An important refinement is that great (not merely good) leaders as well as getting the right people on the bus, also get the wrong people off the bus (a much more difficult task - and the province of management, rather than leadership.  The management team also oversees the pursuit of efficiency.


    So, successful businesses need both good leaders and good managers - one out of two is not enough.


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