If you are looking to create a customer-centric team, work with your teammates to answer 4 critical questions.
In Mumbai, India, a city of 17 million people, fast food has a unique meaning.
Every day, about 5,000 dabbawalas, or “lunchbox people,” deliver nearly a quarter of a million home-cooked lunches around this vast, tumultuous city—at high speed and without error!
Because people who work in the city enjoy a home-cooked lunch, thousands of white-capped dabbawalas pick up the lunches in characteristic stacked lunchboxes, called “dabbas,” from nearly a quarter of a million homes in the suburbs between 9 and 10 in the morning. The mission: to get this specific lunch by lunchtime to a specific person downtown who is hungry for a hot meal. And it arrives every day—exactly at 12:30 pm.
Organizations that fail to continuously improve their capabilities will inevitably fade away. Creating a culture that is continually learning and growing is essential to the future of your organization.
Creating this type of an organization is a leader’s job – it can’t be outsourced.
Let’s face it… In many organizations, employees have become so entrenched with how they have historically done things that they fail to look for better ways to perform. Sure, some have tried to implement continuous improvement efforts like total quality management or six sigma. Although laudable, few of these efforts have managed to become ingrained in the culture. This often occurs not because the initiative was a bad idea, but because the implementation approach was flawed.
Do you want to increase the productivity of the team?
Technology certainly helps, as does process improvement. However, someone has to use the technology. People need to embrace new processes.
The secret to productivity is to ignite the passions of your team.
Given enough support, any human being has virtually limitless power. Each person in your organization is unique and has an irreplaceable set of gifts, talents, skills, and passions that cannot be found anywhere else. Too many leaders have the pernicious paradigm that people are interchangeable, that one worker equals another, that they can easily replace one person with another person. They see a person as an asset, like a computer or a tractor or a robot, easily traded on the market.
I bet most of you are familiar with this adult only concept.
Imagine yourself in this scenario…
You’re commuting home after a long workday. Exhausted, you want nothing more than to eat a quick meal and a chance to relax. As you reflect on your day, you think to yourself that you were really busy, but you are not exactly sure what you accomplished that truly mattered. You further realize that this isn’t the first day you’ve felt this way. It’s merely one in a stream of days where you have found yourself returning home worn out and a bit demoralized.
Let’s face it; many people feel that their voices aren’t heard, or even welcome. They don’t feel like they belong. This phenomena is not limited to any particular country, industry, or business – it’s ubiquitous.
This isn’t just a concern.
It is a tragedy.
The good news is that regardless of your role, you can be the key to helping the voices of others be heard and creating a greater sense of belonging among team members.
The overhead bins were nearly full, but it appeared that all of the carryon luggage would find a secure home. The last few passengers were settling into their seats, when the plane’s captain emerged from the cockpit and to make an announcement.
He introduced himself as Captain Tim and welcomed everyone aboard for what he promised to be an uneventful and safe journey. Captain Tim had a pleasant disposition, an apparent firm grasp of his role, and a dash of humor that no doubt put anxious passengers at ease.