Post by jonrojas on Oct 27, 2021 14:21:26 GMT
1. Report on your PDSA on creating a small test of change around delivering constructive and/or positive feedback.
• What was your Plan? - Find areas for improvement in delivery of service in a constructive manor. IT isn't just all about technical skills and how good you are at dealing with people matters.
• What did you Do? - I needed to find a way to gauge a techs work but also gauge their performance in regards to delivering our service. I chose myself and one other tech to go through the process. Specific tickets were chosen to be monitored and evaluated. I evaluated the tech and my boss evaluated me. I created a quick survey for the person evaluation to measure performance in a variety of areas. (response time, close time, tech skills, communication skills, etc) I then created another survey to send to the user once the ticket has been completed to help measure their experience during the process. (satisfaction, understanding, did they feel the tech was in control, etc) Using these two surveys can help to point out weak areas and we can then constructively discuss what can be done to improve moving forward. This can also be changed and repeated pretty easily.
• What did you Study and learn from your test? - I only got to test with it with one tech and myself so far but it seems to really help to constructively address weaknesses that can be worked on. I myself am always striving to improve and I found that the other tech that took part in it with me felt the same. It is easier to improve when you have a support system around you creating an environment where you can grow. I think these small surveys and evaluations can help to show that we are serious about the growth of our team, especially when new employees join the team moving forward.
• What is your next Act? - I want to expand the evaluations to include all of the techs and I want to do it periodically moving forward. In time it could become a tool that can be used as needed whenever performance needs to be measured. I also want customer service surveys to become a normal part of our process as we deal with users on a day-to-day basis.
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Scenario #1: Your assistant sent an important memo to your boss that had a number of
embarrassing errors. She’s usually very efficient, but sometimes she does too much at one time
and she’s made mistakes like this before.
Negative response: “From now on I want to proof everything you send.”
Positive response: I was just reading the memo that you sent out to [boss name]. I noticed that there were some errors in the memo that didn't look good when it was presented. I have seen you do some amazing work and I know that you can deliver when it is needed. This is why I think we can find a way to prevent this from happening in the future. I know how you operate and you like to pile a lot on your plate sometimes. I do appreciate your ability to multitask but we need to make sure that the quality of work doesn't get sacrificed to save time. There are methods out there to help manage tasks and time that we can look into together in order to help mitigate errors like this from happening in the future.
Scenario #2: You catch some of your team members talking about last night’s football game
when they should be working on a very important project that’s due the next day. Everyone’s
been working hard on it for a week.
Negative response: “I’ve been working my tail off to get this out and you’re not ready with
your end of it yet. Save the TV talk until your break!”
Positive response: I know it's been a long week team but we need to make it to the finish line! Let's finish up our work for the day. I would love to hear about the game after we get done working though. Drinks on me after we are done?
Scenario #3: An employee, who’s otherwise reliable has missed a deadline for the second time
in a month. This happened before when her mother was sick but this time she didn’t give a hint
of any problem until it was too late.
Negative response: “When you miss a deadline, you set back the whole team. If this happens
again you are off this project.”
Positive response: I just wanted to sit down with you and find out how you are doing. I noticed that you missed a deadline for a second time this month and that is unlike you. Is there something going on outside of work that is getting in the way of you completing the deadlines? Please let me know what I can do to help you if so. You have been valuable to this project and I don't want to see you go.
• What was your Plan? - Find areas for improvement in delivery of service in a constructive manor. IT isn't just all about technical skills and how good you are at dealing with people matters.
• What did you Do? - I needed to find a way to gauge a techs work but also gauge their performance in regards to delivering our service. I chose myself and one other tech to go through the process. Specific tickets were chosen to be monitored and evaluated. I evaluated the tech and my boss evaluated me. I created a quick survey for the person evaluation to measure performance in a variety of areas. (response time, close time, tech skills, communication skills, etc) I then created another survey to send to the user once the ticket has been completed to help measure their experience during the process. (satisfaction, understanding, did they feel the tech was in control, etc) Using these two surveys can help to point out weak areas and we can then constructively discuss what can be done to improve moving forward. This can also be changed and repeated pretty easily.
• What did you Study and learn from your test? - I only got to test with it with one tech and myself so far but it seems to really help to constructively address weaknesses that can be worked on. I myself am always striving to improve and I found that the other tech that took part in it with me felt the same. It is easier to improve when you have a support system around you creating an environment where you can grow. I think these small surveys and evaluations can help to show that we are serious about the growth of our team, especially when new employees join the team moving forward.
• What is your next Act? - I want to expand the evaluations to include all of the techs and I want to do it periodically moving forward. In time it could become a tool that can be used as needed whenever performance needs to be measured. I also want customer service surveys to become a normal part of our process as we deal with users on a day-to-day basis.
---------------------------------------------------------------------------------------------------------
Scenario #1: Your assistant sent an important memo to your boss that had a number of
embarrassing errors. She’s usually very efficient, but sometimes she does too much at one time
and she’s made mistakes like this before.
Negative response: “From now on I want to proof everything you send.”
Positive response: I was just reading the memo that you sent out to [boss name]. I noticed that there were some errors in the memo that didn't look good when it was presented. I have seen you do some amazing work and I know that you can deliver when it is needed. This is why I think we can find a way to prevent this from happening in the future. I know how you operate and you like to pile a lot on your plate sometimes. I do appreciate your ability to multitask but we need to make sure that the quality of work doesn't get sacrificed to save time. There are methods out there to help manage tasks and time that we can look into together in order to help mitigate errors like this from happening in the future.
Scenario #2: You catch some of your team members talking about last night’s football game
when they should be working on a very important project that’s due the next day. Everyone’s
been working hard on it for a week.
Negative response: “I’ve been working my tail off to get this out and you’re not ready with
your end of it yet. Save the TV talk until your break!”
Positive response: I know it's been a long week team but we need to make it to the finish line! Let's finish up our work for the day. I would love to hear about the game after we get done working though. Drinks on me after we are done?
Scenario #3: An employee, who’s otherwise reliable has missed a deadline for the second time
in a month. This happened before when her mother was sick but this time she didn’t give a hint
of any problem until it was too late.
Negative response: “When you miss a deadline, you set back the whole team. If this happens
again you are off this project.”
Positive response: I just wanted to sit down with you and find out how you are doing. I noticed that you missed a deadline for a second time this month and that is unlike you. Is there something going on outside of work that is getting in the way of you completing the deadlines? Please let me know what I can do to help you if so. You have been valuable to this project and I don't want to see you go.