Human Performance Management Best Practice 8 – Procedure Level of Use Standards

StrategyDriven Human Performance Management Best Practice ArticleUse of procedures and work instructions helps increase performance consistency between individuals conducting these documented activities and between repetitive performances by one person. Such consistency promotes the error-free performance necessary for high-risk and high-quality operations. However, the use of procedures slows progress and limits productivity. Since not all activities demand a high degree of consistency, a graded approach to the application of a procedure use standard is warranted.


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About the Author

Nathan Ives, StrategyDriven Principal is a StrategyDriven Principal and Host of the StrategyDriven Podcast. For over twenty years, he has served as trusted advisor to executives and managers at dozens of Fortune 500 and smaller companies in the areas of management effectiveness, organizational development, and process improvement. To read Nathan’s complete biography, click here.

What you listen to can determine your mood and your fate.

Everyone has their own time machine.
The only question is: how are you using it?

The time machine I’m referring to is music. The music you grew up with and the music you listen to every day. I refer to it as the ‘music transportation department’ because the right song can transport you back to an exact place and time in an instant – and create a great feeling.

Hopefully a positive place.
Hopefully a peaceful place.
Hopefully an inspirational place.
And surprisingly a sales place.

In 1983, I went to an ‘oldies’ concert in Philadelphia. A bunch of doo-wop groups reassembled to sing 25-year-old songs. The music I grew up with. The opening group was The Dubs who started the show singing “Could This Be Magic.” Please watch it here:

As I listened and sang along, I started to cry. It was the beginning of my true understanding of music. I’ve been a devout listener of doo-wop since 1955 and considered myself somewhat of an expert. But the memories it brought back were amazing. Overwhelming.

The Dubs provided my first recognized musical time machine, and I have been in the time machine warp ever since.

Fast forward to 2008. I started my subscription to a club here in Charlotte, North Carolina, called Music with Friends. They put on four concerts a year in a small venue (750 people) with great acoustics (actually an old converted church). I’ve got perfect seats (although there is not a bad seat in the house). And every event is TOTAL time machine music. Gladys Knight, Tony Bennett, Smokey Robinson, Hall & Oats, and Diana Ross to name a few.

Yes, I go to large arena music time machine events too. Carole King, Springsteen, and the incomparable Leonard Cohen.

And as a true music lover, I also see who and what is new. Justin Timberlake, Lady Gaga, Coldplay, Rhianna.

There’s magic in live music.

IMPORTANT MUSIC LESSON: Repetition is the mother of mastery. If you hear a song once, and you like it, you tap your foot to the music. After you hear that song five times, you can sing along. After you hear that song ten times, you can sing it on your own.

And if you hear that same song 20 years later, it instantly transports you back to the exact time and place you first heard it.

If I play the right song for you, I can take you back to your first date, first kiss, summer romance, travel, school, riding in a car, first wedding dance, even your first divorce.

In the late ’60s, one of the singer-songwriters I listened to most was Leonard Cohen. Compelling, clear, haunting music. In 1993, I was finishing the writing and editing of my Sales Bible in Hilton Head. Along with my editor, Rod Smith, and my cat Lito, I (we) listened to Leonard Cohen every day as the book was completed. Twenty years later I had a chance to see him live in Las Vegas. Sitting in the second row, the floodgates of memories and life opened. An amazing performance.

Last month we (my partner Jessica and I) flew to New Orleans to watch Leonard Cohen for the second time in two years. I could sing every song. It wasn’t just a concert. It was an emotional remembrance. The ’60s, The Sales Bible, the first concert, and this one. Very emotional. Very inspirational. Very impactful. Very life enhancing.

What’s your music?
What were you dancing to?
What are you dancing to?
What’s making your memories?
What’s keeping your memories alive?
What makes you cry with joy?
What makes you sing along (even if you can’t sing)?
What makes you stop and contemplate life?

SALES MUSIC: Music can also affect and impact your sales. Upbeat music makes the brain think and act upbeat. I prefer to call it ‘sales music’ because it gets you in a positive mood and can provide that extra passionate push.

Don’t you wish your prospect was thinking, “Bob is going to be here soon, I better play some rock music so I’m in a great mood when he arrives.” IDEA: Why not send a few songs to your prospect and ask him or her to listen to them just prior to your arrival. Okay, that probably won’t happen, but you get the idea.

MUSIC ACTION PLAN:
1. Document your music memory makers and get that music onto your music player or phone.
2. Identify the music that makes you wanna dance and puts you in a great mood. Download it all and put it in a separate ‘sales music’ file on your iPod.
2.5 Listen with the intent to be in a great frame of mind. A sales frame of mind.

I don’t know about you, but sales has always been music to my ears.

TELL ME: Got a favorite tune to set your sales mind on fire? Post it on my facebook page at www.facebook.com/jeffreygitomer.

Reprinted with permission from Jeffrey H. Gitomer and Buy Gitomer.


About the Author

Jeffrey Gitomer is the author of The Sales Bible, Customer Satisfaction is Worthless Customer Loyalty is Priceless, The Little Red Book of Selling, The Little Red Book of Sales Answers, The Little Black Book of Connections, The Little Gold Book of YES! Attitude, The Little Green Book of Getting Your Way, The Little Platinum Book of Cha-Ching, The Little Teal Book of Trust, The Little Book of Leadership, and Social BOOM! His website, www.gitomer.com, will lead you to more information about training and seminars, or email him personally at [email protected].

The Big Picture of Business: Why a Company Would Improve? The Art of Learning From Failure to Get Better.

Success is just in front of our faces. Yet, we often fail to see it coming. Too many companies live with their heads in the sand. Many go down into defeat because it was never on their radar to change.

A colleague recently complained about her corporation: “Things are much the same at this company, and I don’t see much changing unless leadership does.”

The answer is that companies need not roll over and accept less than the best. And yes, it takes courage to get management unstuck in their ways. Ninety-two (92) percent of all problems in organizations stem from poor management decisions.

The Biggest Mistakes Which Many of Us Have Made

Abilities, Talents

  • Making the same mistakes more than twice, without studying the mitigating factors.
  • Taking incidents out of context and mis-diagnosing situations.
  • Rationalizing occurrences, after the fact.
  • Appearing self-contained, therefore precluding others from wanting to help me.
  • Inability to cultivate other people’s support of me at the times that I needed it most.

Resources

  • Attempting projects without the proper resources to do the job well.
  • Not knowing people with sufficient pull and power. Thinking that friends would help introduce me or help network to key influentials.
  • Failure to effective networking techniques early enough in my career path.
  • Inability to finely develop the powers of people participating in the networking process.

Other People

  • Accepting people at their words without questioning.
  • Showing proper respect to other people and assuming that they would show or were capable of showing comparable respect to others.
  • Doing favors for others without asking anything in return… if I expected quid pro quo at a later time. Not telling people what I wanted and then being disappointed that they did not read minds or deliver favors of their own volition.
  • Befriending people who were too needy… always taking without offering to reciprocate. Continuing to feed their needs… a one-way relationship.
  • Picking the wrong causes to champion at the wrong times and with insufficient resources.
  • Working with the false assumption that people want and need comparable things. Incorrectly assuming that all would pursue their agendas fairly. A better understanding of personality types, human motivations and behavioral factors would have provided insight to handle situations on a customized basis.
  • Offering highly creative ideas and brain power to those who could not grasp their brilliance… especially to those who were fishing for free ideas they could then market as their own.

Circumstances Beyond Our Control

  • Working with equipment, resources and people from a source without my standards of quality control… trying to make the best of bad situations.
  • Changing trends, upon which I could not capitalize but which others could.

Mis-Calculations

  • Incorrectly estimating the time and resources necessary to do something well.
  • Getting blindsided because I did not do enough research.
  • Failure to plan sufficiently ahead, at the right times.
  • Setting sights too low. Not thinking big enough.

Timing

  • Offering advice before it was solicited.
  • Feeling pressured to offer solutions before diagnosing situations properly.
  • Not thinking of enough angles and possibilities… sooner.

Marketplace-External Factors

  • Not reading the opportunities soon enough.
  • Not being able to spot, create or capitalize upon emerging trends at their beginnings.

Stages of Mistakes

  1. Discovering errors (sensory-motor, sounds-language and logical selection).
  2. Recognizing mistakes.
  3. Separating successful elements from failures we do not need to duplicate.
  4. Learning from mistakes.
  5. Learning from success.
  6. Mentoring yourself and others toward a higher stream of knowledge.
  7. The wisdom that comes from making mistakes, comprehending their outcomes, and developing a knowledge base to achieve success.

Gradations of Failing

  1. Not seeing the warning signs.
  2. Distinguishing among friends, enemies and the majority group, those who could care less about you but who will tap whatever resources available to get their needs met.
  3. Never seeing victories as quite enough.
  4. Feeling that someone else – everyone else – wins when you fail.
  5. Repeating self-defeating behaviors.
  6. Holding unrealistic views.
  7. Thinking that you never fail… that failing is for other people and organizations.

Why We Must Fail… in Order to Succeed

Learning the stumbling blocks of failure prepares one to attain true success. Fear is the biggest contributor to failure, and it can be a motivator for success. You cannot make problems go away, simply by ignoring that they exist.

Everybody fails at things for which they are not suited. The process of learning what one is best suited to do is not a failure…it is a great success. Learn from the best and the worst. People who make the biggest bungling mistakes are showing you pitfalls to avoid.

Many of us make the same mistakes over and over again. That is to be expected and teaches us volumes, preparing us for success. There is no plan that is fool-proof. One plans, learns, reviews and plans further.

One learns three times more from failure than success. One learns three times more clearly when witnessing and analyzing the failures of others they know or have followed. History teaches us about cycles, trends, misapplications of resources, wrong approaches and vacuums of thought. People must apply history to their own lives-situations. If we document our own successes, then these case studies will make us more successful in the future.

Gradations of Learning from Mistakes

  1. Distance one’s self from one’s actions.
  2. Become self-critical.
  3. Recognize that actions have consequences.
  4. Begin accepting responsibility for the consequences.
  5. Learn how to eliminate errors.
  6. Learn how to learn from mistakes.
  7. Accept fallibility, become open to critical feedback and modify actions accordingly.

About the Author

Power Stars to Light the Business Flame, by Hank Moore, encompasses a full-scope business perspective, invaluable for the corporate and small business markets. It is a compendium book, containing quotes and extrapolations into business culture, arranged in 76 business categories.

Hank’s latest book functions as a ‘PDR of business,’ a view of Big Picture strategies, methodologies and recommendations. This is a creative way of re-treading old knowledge to enable executives to master change rather than feel as they’re victims of it.

Power Stars to Light the Business Flameis now out in all three e-book formats: iTunes, Kindle, and Nook.