Management or environment

Executive summary

Workplace consequences may contribute: Desired performance is penalised. Check this explanation with the team before acting.

Reported evidence and route

Performance gap — Fictional dispatch team at Meridian Works. Expected: At least 98 of every 100 orders pass the first quality check. Observed: In the last sample, 91 of 100 orders passed the first check. Evidence: The fictional dispatch log records nine rework orders in a sample of 100.

Impact — Significant impact

Expectations — The standard is clear

Working conditions — Tools, time and support are adequate

Consequences — Desired performance is penalised

Skill and knowledge — Has demonstrated the skill

Remaining obstacles — Willingness may be a factor

Manager’s observation or concern — The manager suspects poor motivation. The bonus pays for units dispatched per hour.

Basis for the concern — Manager’s hypothesis

Possible causes supported by the answers

Workplace consequences may contribute: Desired performance is penalised.

What remains uncertain

The manager raised willingness. The available answers do not establish individual motivation.

Suggested management actions

Compare what receives recognition with the required standard. Trial one change and measure the effect.

Manager’s decision

Example choice: trial a bonus that recognises first-pass quality. Compare rework and dispatch time before changing the wider scheme.

Proposed improvement plan

30 days — Check the proposed cause and record a baseline against the stated standard.

60 days — Compare results after the agreed trial. Record its effort, cost and effect.

90 days — Compare the same measure with baseline. Keep, change or stop the intervention based on the evidence.

Performance indicator

Reported standard: At least 98 of every 100 orders pass the first quality check. Starting observation: In the last sample, 91 of 100 orders passed the first check. Compare the same measure and the cost of the trial at each review.

Conclusion

Management or environment. Review the proposed findings with the people who do the work.