
I was reading through the latest edition of DC
Velocity
magazine and came across an article titled, “What your forklift drivers want
you to know.” Raymond Handling Concepts, a Pacific Northwest dealer of material
handling equipment and systems, took the time to ask forklift operators what
was important to them. Their responses indicated how important safety is to
them; the pride they take in their work and the importance of adhering to high
standards; their appreciation for new equipment; the significance of forklifts
and rack systems being compatible; and their concerns about poor lighting reducing
productivity leading to accidents. Now you might say, “Of course. That makes
total sense.” Yes, it does. The point is that we have that information because someone
asked; not just anyone, but the people directly involved.
It’s one thing to ask, it’s another to listen. The people
who work in the trenches, those on the front line of operations each day, are
the ones who can make a difference. Let me give you another example. A while
back, I was involved in creating a communications campaign for a hospital
opening a new emergency room facility. Before actual construction, a mock
version of the room was created and employees at every level of the
organization could walk through and provide feedback as it related to their
jobs. The exercise was invaluable. Everyone from upper management, to
physicians and nurses, to housekeeping and dietary had a chance to look at it
from their perspective and how it would affect them carrying out their daily
duties. Not only did employees feel like they were heard, they were now totally
invested in the project and became the best ambassadors for its success. Wow.
Seems like a simple thing to do, So, why is it too often overlooked?
Good decisions, guidelines for success and rules of the day
aren’t created in a vacuum – at least they shouldn’t be. If you want the real
story, just ask the right people.
Posted by MJ Thomas
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