An alternative is to formulate standard operating procedures (SOP's). That is to:
- work out how a job needs to be done
- write down the process (flow charting is a useful tool)
- train someone to use process
- measure results
Having standard systems in place also means that no-one has to play the blame game. If something goes wrong the first question to ask is "Was the system followed?". There are several possible answers and scenario's:
- If the answer is no, was it because there was no system for that situation, if so you have an improvement opportunity to create a standard. If the answer was just the employee did not want to follow the system they can be informed that employment is contingent on following the standards. If the employee was not aware of the standard then again there is an improvement opportunity through staff training.
- If the answer is yes then the system needs to be reviewed for appropriateness, relevance and usability, another improvement opportunity.