The eg principles of operational management® recommend a balanced range of measures. Wendy Jeavons, our Managing Director for eg’s South African operation based in Johannesburg, explains the need to maintain these in her Top ten tips for Team Leaders.
As part of getting this balance right, many Clients we work with across the globe want to ensure the quality of what they deliver to their customers (internal or external) is as good as the speed or turnaround and is achieved in conjunction with measures to improve team member capability and people satisfaction. (All these things we will be looking for when judging the ‘best of the best’ at our forthcoming annual eg operational excellence® awards).
“It’s true productivity when we deliver something correctly, right first time – rather than spending more time later trying to make good something we got wrong the first time” one Client told me.
Paul Cooper at the West Bromwich Building Society shares more insights: see “Quality vs Quantity” and whilst you are there, check out Janet Ridley’s comments too.
eg operational intelligence® helps our Clients to bring quality and quantity together into a balanced scorecard for daily operations, so rewarding and recognising “what good looks like”. But whatever your measure for quality, how do you know the amount you verify, check, inspect or audit is enough? And what can you do to build quality in before the event, rather than find out after? Finally, how do you ensure the learning is shared in a good way – if things do go wrong? Let me know your thoughts!
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We’ll publish more of your views on delivering great operations management. I look forward to hearing from you.