Monday, October 29, 2012

Simplicity .... Front line employees know all the answers


I estimate that 98.9% of questions referred by front line employees to a 'more ‘senior person’ are unnecessary as the front line employee will already know the answer …. Maybe I am under-estimating
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3 comments:

CCz said...

You are clearli under-estimating that number:

"Our management scores showed that, overall, schools and hospitals are even more poorly managed than manufacturing companies. In one illustrative example, a nurse in the UK told us that her hospital didn’t store bed linens on each floor, despite the obvious advantages of such a policy. One evening, when she was overseeing a ward, she went to a different floor to get new linens for a patient; upon returning, she found that another patient had died from a seizure. With no process for monitoring or correcting problems like this, the linens policy persisted two years later."
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http://hbr.org/2012/11/does-management-really-work/ar/2

Trevor Gay said...

Doesn't surprise me at all Carlos. In my long career in healthcare the front line employees always had the best ideas – too often managers just stop them doing things. It's tragic that management in healthcare still get it so wrong and a patient's death is the result - it can't get much more serious or sadder than that.

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