 Last month, we had our Officers and Area Managers
in Columbus to celebrate the first graduating class
of the Jeff Keeler Leadership Academy (JKLA). One
of the main focuses of the JKLA program was the
idea of building Leaders for our High Performance
Teams. We discussed what it takes to become a High
Performance Team and how to build great Leaders for
our Teammates.
Anyone can be a part of High Performance Team if they
have the right attitude, are aligned towards a common
goal, and are willing to sacrifice for the sake of the
Team. As you've probably heard a dozen times before,
"Attitude is Everything." Having the right attitude and
motivation to do a good job for the Customer is the
single most important thing that we can do on the job
every day. In order to do a good job for the Customer,
we have to communicate with our Teammates and our
Customers to make sure that together we meet the
project specifications and deadlines.
One of the key measurements of Customer Satisfaction
and Quality of Service are the Customer surveys. Every
month, we receive anywhere from 20-30 surveys from
our Customers telling us how we performed on the job.
This feedback is critical to our success as a team and
important to share with all Teammates involved so that
we know if we have met our Customers expectations.
One of the comments that I often see is that our
Customers want more feedback from us. They want to
be notified when a change on the job occurs or what is
the status of their project. It is so very important that we
share this information with not only the Customer, but
within our Teams so that everybody is aware with how
we are doing and what we need to do to successfully
complete the project.
Truly great teams have goals and high expectations
for their performance. At Team Fishel, the Operational
Excellence scorecard is how we measure our
performance. It ensures that we are focused on the
right stuff and aligned towards common goals. High
Performance Teams measure their results and work
together to turn red to green. Every month, we post the
Operational Excellence results for each Area and share
this information with all our Teammates so they can
see the big picture and what we need to do to improve.
When we turn the red to green, we start seeing an
impact on the bottom line and the company profit
sharing.
High Performance Teams compete at a higher level
and raise the bar for the competition. It's the difference
between being good (or average) and being great.
At Team Fishel, our goal is to be truly great and
The Best Choice for our Customers, Teammates,
& Suppliers.
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