Do More with Less ... Frustration

Do More with Less … Frustration

Have you ever asked multiple people to show you how to do something, and been shown several ways of doing it? Last week I blogged about doing more with less inconsistency, and this week I want to talk about how that inconsistency can lead to frustration and a negative impact on your organization.

I recently worked with an organization to help them improve their process for handling customer calls and emails for support. Part of this process involved creating a ticket in their ticket management software. In putting the Ben Graham Program in action, I worked with two individuals to map the process and ended up with two alternatives for how to create a ticket. I also discovered that they had recently hired a new staff member who was feeling confused and frustrated because he had been shown both of these methods, and now felt he had to remember two sets of instructions for completing the same task. Multiply that by the number of processes that were a day-to-day part of his job, and he was easily at risk of getting overwhelmed and frustrated unnecessarily.

When we met for analysis, we were able to dissect the two variations, and the people who were doing the work were able to discuss each step and choose the best option for the organization. It turned out that one process autofilled some of the important fields, while creating it the other way required extra manual input which increased the possibility of errors. The one process became the best practice and the basis for all future training, which helped the company to provide faster, more consistent service going forward. It was especially interesting to discover, while going through retraining, that some of the more established employees did not realize a ticket could be created in different way than how they had been taught, and were happy to be rid of the need to manually enter as much information. The benefit to the company from this new standardization ended up being huge, not just for efficiency but also for staff morale.

New employees are inundated with information; you can make their transition easier and make your organization stronger by ensuring you are following the best possible practice for each of your processes. Let us help you do more with less frustration.