Measure Performance and Recognize Achievement
MESSAGE FROM PRESIDENT, JIM EMMERLING
As a 3PL measuring performance drives the operational processes and a continuous improvement mentality. One way we do that is by creating metrics within the organization. Those metrics may be oriented towards the warehouse operations, transportation operations or your customer care team. Measuring different elements of the operation throughout the process allows you to determine if we are going to achieve goals, ensure timely and accurate service and ultimately satisfy our customers.
Some areas that should be addressed as you measure performance is:
BENCHMARK WHAT IS BEST PRACTICE
This is helpful in identifying where you want to go. What does your most productive employee do? What are industry standards that can be used? Create a time standard for the process. Any of these approaches can guide you in establishing the goal for best practice.
ESTABLISH WHAT IS SUCCESS
Have milestones to achieving success. Success can not only be improved productivity but can also tie into financial goals and service goals. But having stepping stones to the ultimate goal will be a way to encourage the team as they change and adapt to new ways.
ENSURE YOUR METRICS FOR PERFORMANCE ARE EASILY TRACKABLE
It is necessary to have sustainable metrics that can be tracked. If it is difficult to determine movement and improvement then you’ve created a frustrating metric that no one will work to achieve. Track performance and share it – the good, bad and ugly!
TAKE ACTION ON THE RESULTS
As you adapt processes and make changes, it’s important to take action on those changes. If the outcome is not desired then make tweaks to fix it. Again, measure performance is an ongoing process that must be reviewed constantly. Don’t make changes just to make changes. Ensure that the results from the changes ae making an impact positively towards your goals.
Recognize achievements and celebrate them. Each and every small accomplishment! Employees enjoy hearing that process changes are moving forward and creating positive change.
PCWC continues to use this process within all areas of the business that touches service, productivity, financial and satisfaction. This process supports our continuous improvement lifestyle and allows us to share results and performance with our associates and teams. It is a proven approach to our business.