Building Accountability In Process Improvement: Listening And Serving Your People Better

There’s a misnomer that once you’ve rolled out your newly improved processes you’re done. You can now wash your hands of them.

But as I always say, operations is designed to be indefinite. It never ends.

Building accountability in process improvement is the same. It requires continually listening to your employees until you have a deep understanding of what their needs are so you can serve them better.

In the previous two blogs, we talked about how setting realistic expectations and positively reinforcing changes are important in building accountability. This time we’ll discuss how listening and serving your people better can help in making them own your processes.

Listening to gaps in understanding

It is natural for people not to readily accept and adapt to changes. As a little bit more time passes since the roll-out of your improvements, you can observe more, and then listen more to what their needs are.

One of your jobs as a leader is to listen and take feedback from the people who are going through the process.

What are their challenges? What kind of support do they need?