When you go to your favorite restaurant, it is because you have an expectation of the food, taste, service, and quality.

This is what makes it your favorite restaurant.

 

The approach that your staff takes to the work can have an impact on your offering positive or negative.
We seem to understand this when we talk about restaurant’s. When it comes to delivering service either Professional or Trades we typically do not apply the same thinking. Instead we give our team the autonomy to deliver the service how they feel it should be delivered, sometimes this has a negative impact on your customers perception of the service quality.

 

Where as having a Standard Work, that delivers the work in a similar manner ensures that you meet the customers expectation of quality regardless of who completed the work.

 

Some leaders are concerned that when they limit approach they stifle the individuals doing the work. This is only true if there in no clear process that allows the improve of the base methods that are in your standard work.

 

Once you have developed the standard work your team, especially the newer team members need a visual method to be able to pull the right approach in the field where the work is being completed.

 

DOES YOUR TEAM KNOW THE PLAY?