Best Practices for Operational Excellence by Luca Dellanna

Author:Luca Dellanna [Dellanna, Luca]
Language: eng
Format: epub, mobi
Published: 0101-01-01T00:00:00+00:00

It is important to note that the manager should not let any behavior which violates rules, procedures or Core Values untouched. Either the rule or procedure has to be rewritten, or the worker has to acknowledge he shouldn’t have acted that way. There is no grey area in between, no one-off exception. Letting an exception pass once is how exceptions become the new norm. Good managers never allow that.

Begin with openness to the possibility that the rule is wrong but, once you ascertained that it is not, be categorically inflexible in its application.

In case the worker had a good reason to act the way he did, and the rule or procedure has to be rewritten, the act of immediately ordering the rule or procedure to be rewritten is a Visible Action that shows that exceptions cannot exist. Either the rule or procedure is always right or it is wrong. No such thing as “a procedure to follow most of the times” should be allowed.

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