Stages of building Positivity: Understanding– > Inclusion– > Commitment – > Leadership

Positivity is built, first by understanding the potential of efficiency improvement, the approach to fostering a culture of continuous improvement, methods and tools. What serves that purpose are training sessions, simulation and practical workshops focused on a common vision and common goals.

Then, employees are quickly included in the process of co– creating improvements. When employees see what they can change and are accordingly invited to change – they get involved in proposing improvements and their implementation.

Having experienced positive effects and having independently implemented further changes, commitment develops in employees. If it is sustained by positive organizational habits, such as performance review meetings, cyclical implementation of improvements, development of new skills, commitment contributes to building a sustainable culture of continuous improvement.

After a while an attitude of leadership is forged, that is an attitude of effective change management, setting new directions in the organization, inspiring others to act, an attitude of flexibility in action and adapting to change. The essence of leadership is to introduce good practices and habits into practice as they shape good working environment. Key people in the organization are equipped with the right tools, skills and knowledge necessary for sustaining a culture of continuous improvement and steady growth of the organization. These people in the organization act as Leaders of Change.

Positivity building starts with organization senior management's engagement, selected key managers whose energy and a shared vision and commitment to change is an inspiration and a guideline for other managers and employees. Therefore, a good starting point going in this direction are Strategic Workshops.

 

Stages of building Productivity: Transparency – > Improvements– > Flow – > Standardization

Transparency means a true depiction of reality in the form of data showing how much time is devoted by employees to performing tasks which constitute an added value and how much time is devoted to other activities. Data collected at this stage allows for clear identification of major losses and problems in the organization and tangible benefits stemming from their elimination. We use data from transactional systems of our customers or we offer our tool called HarmoDesk.

The first step in building transparency is an analysis which usually begins the process of implementing change and provides a basis for planning the whole process and the selection of optimal tools.

A natural consequence of transparency is energy for implementing improvements, eliminating wastage and solving problems. At this stage, we introduce a structured approach to improvements, which allows one to manage the process and to build internal resources of knowledge about optimization.

Gradually we increase the flow, leading to a smooth and stable delivery of outcomes expected by the client within the SLA (Service Level Agreement).

We identify best practices for the performance of specific tasks and we lead to their standardization. We develop simple, visual instructions and teach managers how they should implement them and support their employees in the performance of daily tasks. This increases the flexibility of the organization to perform new tasks.

 

Stages of building Customer Satisfaction: Customer Data– >Customer management– >Customer Optics

Positivity and Productivity in order to achieve customer satisfaction which fosters loyalty and satisfaction. The basis to achieve this is to foster a permanent employee attitude consisting in perceiving all tasks and contacts with customer from his/her perspective, in Customer's Optics. This involves collecting relevant data showing which tasks add value from the perspective of the customer and at the same time visualization of key metrics from the perspective of customers. This enables effective management of relationships with clients so that services can be fully adjusted to his/her needs. At the same time, stable and efficient process makes it possible to free time and energy to implement additional services for the customer which add value based on already provided services and relations with the customer. This translates directly into additional revenue and provides an opportunity for further increase of customer satisfaction.

 

What is your current priority – Positivity or Productivity®?

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Krzysztof Pimpicki

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