What Process Experts Need to Succeed
In our last post we talked about the role of Process Experts (PEs), or Coaches, and PE selection criteria. This time we’ll look at some of the key areas to help PEs succeed.
Coach, Don’t Do - When PEs return from the 5-day training where they gain a more in-depth understanding of Critical Thinking Skills (CTS) processes and how to facilitate the use of the processes in the workplace, they will be pumped. They will look for any opportunity to apply what they know. They may even take ownership for some issues and sometimes the true owners of those issues will be more than happy to move those issues to the PE’s plate. PEs should be congratulated on their enthusiasm but be reminded that their role is to help co-workers resolve issues, not resolve the issues for them.
Support from the Top - The PEs job might be tough initially. Implementing any change is and there are always people who will feel threatened by change. The plant manager and the top team must show support for the PEs and the CTS effort. This support should include public recognition whenever possible. This tells everyone in the plant that this change is here to stay.
Support from the Manager - The PEs’ manager can show support by giving him/her time to get acclimated to the new role. In the initial stages the time requirement will be significant. Don’t add time to the pressures the PE may feel about doing their job. If they have never facilitated with individuals and groups, they need time to practice and build upon the skills they learn in the 5-day course. Also, try to alleviate some of the PEs normal workload so they have the time to apply and practice in real-life situations.
Rewards - There should be some rewards for the PEs taking on new responsibilities and stepping out of their comfort zones. These rewards can be monetary or non-monetary. Public recognition, for example, is often equally as powerful and as appreciated as monetary rewards. Rewards should not be the primary reason PEs take on the new role, but there should be a “loud thanks” for making the plant more productive.
With the right support when they return to the workplace, PEs can be valuable contributors to improving productivity, quality and safety. Getting them off on the right foot and continuing that support can yield great rewards for the plant and company.