Be a Firefighter!

I often hear front line leaders labeled as firefighters, constantly moving from one problem to another in reactive fire-fighting mode. That label is actually not correct.

You see, firefighters are one of the most disciplined, process-orientated professionals that you’ll ever see. They have to be. If they don’t do exactly what is needed, when it is needed, they could die. Leaders who are reactionary aren’t firefighters. They are “ambulance chasers”, running after the next red light that flashes by alerting them to the next emergency.

So be a firefighter…

1. Have well-defined work processes. You may think you know what the work process is, but map it out with an associate or two that does the work and you’ll find significant differences between what you think is being done and what they think they should do. Then observe the process being done (ideally with one of the associates observing with you). You’ll find the process is probably slightly different than what is mapped out. Pick the steps that you will use and get everyone doing it the same way. That way when you want to make an improvement change, you’ll be able to transition everyone. Firefighters train to do the task the same way so that whoever is on the team can count on their teammate to do it that way.

2. Give feedback. We often think it’s someone else’s job to make sure the task is being done the right way. That person usually is the frontline leader. They can’t be everywhere so the well-defined process will quickly break down unless other measures are in place to provide feedback and reinforcement to those doing the work. Have a well-defined process for giving feedback (who, when, how, what and where) and use positive reinforcement to gain the discretionary performance you desire.

3. Have a well-defined management process. Determine how the process will be monitored, measured and managed. Use a visual workplace whenever possible to show the status of the process for everyone to see. Have a defined process on how to report problems but better yet, have a defined process on how associates can react to problems to come up with countermeasures themselves.

4. Turn the frontline leader into a coach. When you are able to provide associates feedback on how to give feedback, solve problems and develop countermeasures when processes break down, you are adding value for the customer. Everything else the customer is not willing to pay for.

Firefighters fight fires in a disciplined, process driven manner. They work hard to insure that they are following the correct procedures and provide feedback to others when they don’t. With positive reinforcement they provide the discretionary effort that often means the difference between life and death.

Be a disciplined, process-focused firefighter!

By Bruce Trippet, President, OpportunityLinks LLC. All Rights Reserved.