This goes under the category of training and management. Here`s some background:
My client, a $15M/100+ employee mfg company, wants to change the current culture, one of low employee morale and management distrust, to a customer focused environment.
My initial research exposed serious communication voids, morale concerns regarding equality/favoritism, evaluations/raises (or not), and threatening discipline policies.
To date, we have addressed the discipline issue with a much less harsh and flexible attendance program. Morale improved almost immediately. Interestingly, the employees have embraced the idea of a positive change, but the company continues to shoot itself in the foot with unexplained or justified bonuses, and favoritism.
The Issue: Connecting them and their work to the customer. What points should be made; what teaching methods would best illustrate the point; and how would it be reinforced?
The production staff is comprised of well-intentioned hardworking individuals with a HS or less education. Some are on public aid, some are ex-cons. Work is repetitive and not something most of us would look forward to doing everyday.
Keep in mind that I have a plan, but ownership limits my meeting time to one 1-hour orientation meeting in each department and the rest is up to the managers and lead staff.
Tanner Sold It
"No one cares how much you know, until they know how much you care."