Complaints are the tip of an iceberg

I was running a workshop in a factory. They had a very effective set of processes, and overtly obvious team commitment, to health and safety. Many more workplaces do so these days, driven by genuine concern (backed up by significant potential regulatory consequences).

They also, like many workplaces, SAID they had a team commitment to quality. Many workplaces SAY this but it’s not overtly obvious in evidence. This factory however did more than SAY, they DID. If health and safety processes are the gold(ish) standard against which things that actually matter are measured, what they did was apply that same H&S template to their quality practices.

Everyone says H&S is “everyone’s responsibility” even if there is someone with a job title with H&S in it. Everyone should report a ‘near miss’ H&S event or risk. These folks have all that for quality issues. Pretty impressive. Why re-invent the wheel?

Many outfits seem to me to be where H&S was maybe 20 years ago – talking a good game. Take complaints. [Please 😉 ]. They’re an iceberg tip. Leaping onto them is fine, and you should, but what about the ‘near misses’ where the customer chooses option 1 below instead of doing your job for you and complaining?

More at

About Terry Williams - The Brain-Based Boss

I'm all about engaging people and helping you engage yours to influence behaviour to improve results - at work and at home. Maybe you're a manager, a salesperson, a leader, a parent, a presenter or an event organiser? You need to grab your people's attention, create some rapport, be memorable and influence behaviour change. How can we do that? I'm originally a trainer by trade, turned manager, turned comedian and partway back again. Author of 'THE GUIDE: How to kiss, get a job & other stuff you need to know', I write and speak about how to engage people, be they employees, family or yourself. How can we connect with people’s own internal motivations and help them use their own inner passions to drive towards productivity, success and happiness? And hopefully have a few laughs along the way... As a trainer facilitating learning and development in others, I find myself drawing on my own extensive business experience. I specialise in the delivery of high impact, customised training solutions for organisations that are serious about improving the performance and lives of their people.

Posted on March 15, 2021, in Employee Engagement. Bookmark the permalink. Leave a comment.

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