Frontline team members are critical to the success and failure of every organization. So, empowering them with the capabilities pivotal to the company’s success proves significant. Lean management focuses on continual operational improvement and delivering value to the customer. It emphasizes on the development of a customer-centric process, waste elimination, and quality improvement.
Training your frontline staff on lean management constitutes crucial in improving and expediting processes directly relating to customers, and enhancing customer service. It involves an organized and focused process that streamlines the staff’s thought process, approach, and enables them to develop sustainable solutions. So, here’s how you train your frontline staff on lean.
5 Steps to Train your Frontline Members on Lean Management
The key is to resolve customer concerns, avoid repetition, and proactively prevent the occurrence of new ones. Hence, the most significant part of the process is to train your employees on looking at concerns comprehensively. You can do so through the below 5-step process.
- A Comprehensive Understanding of the Workflow
If your employees follow a process without knowing the reason, they are likely to err or deviate from it. Hence, at the outset, help your frontend staff understand its significance, and criticality in regards to customer service, and the company’s well-being. It will help you minimize errors, ignorance, and non-compliance towards the standard workflow.
- Identify Invisible Problems
Sometimes, employees cannot see problems as either they are too trivial or not visible enough. Often, such issues gradually develop into more significant defects or loopholes that cost companies their customers. The key is to scan and map processes, identify problems, and highlight them. It will help employees realize issues, and look at them with open eyes to think of a way to eliminate them.
- Identify the Origin of Problems
Resolving a serious concern with a temporary solution results in repeated occurrence. It raises questions on the capabilities of the frontend staff. The idea is not to run away from problems but to face them and identify their root cause.
Tracing the origin of problems helps you eliminate them, and refine the process. Reviewing the entire situation in the sequence of the incidents and the solution, in comparison with the existing SOP, will help your staff identify what went wrong, where, and why.
- Crafting Solutions
Next, craft a customized solution that addresses the problem. Let your employees come up with solutions for the issues that they face. It is because they deal with customers and processes every moment. It will result in developing a practical solution and improve employee engagement.
- Develop an SOP with a Scope for Continual Improvement.
Now that you’ve identified problems, and their solutions, develop an SOP that also allows continual improvement. Involve your frontend staff in doing so for better adherence.
Vedzen is a premier lean consulting company focusing on holistic development through factors such as elimination of problems, improved work processes, and better employee engagement. It works with several leading companies from various business domains and empowers them with business-specific lean solutions.
Connect with us at info@vedzen.com for training and implementation. Vedzen, one of the leading lean consulting company, talks business through appropriate, and business-specific lean management solutions.
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