E02 - Capture lessons and plan for improvements

After aggregating the responses to the satisfaction evaluation, invite all team members and facilitate a workshop for them to plan improvements based on the results of the satisfaction evaluation, and to share the lessons they’ve learned during the month. Record all items in the Follow-Up Register and assign a custodian to each item for its follow-up activities.

Follow-Up Register template

Purpose

This workshop has two main purposes: designing effective improvement plans and team building.

It’s helpful to use a workshop for planning improvements instead of planning everything by yourself, because the Wisdom of Crowds can help you generate better plans, and you will also have the team members' buy-in.

Common pitfalls

Consider the following to avoid some of the commonest problems in this area:

• You can only get proper results from a workshop when it’s facilitated properly. You can use techniques such as Delphi in your facilitation.
• When possible, gather the opinions anonymously to ensure that participants are comfortable and can freely express their opinions. You can use a proper software application to ensure anonymity, and also to speed up the process.
• Avoid anchoring people to one or a few ideas, and use a neutral framing for problems.

Principles

The following principles play a significant role in this management activity:

• NUP2: Preserve and optimize energy and resources.
• NUP3: Always be proactive.
• NUP4: Remember that a chain is only as strong as its weakest link.
• NUP5: Don’t do anything without a clear purpose.