Bryant: Inspect What You Expect

March 30, 2023
A system of accountability is essential in implementing new processes.

As a shop owner, you know how important it is to stay ahead of the game when it comes to technology and process development. In this ever-changing landscape, having a well-thought-out plan in place can help you maximize efficiency and minimize costs. But transforming your processes isn’t always easy—along the way, you might face resistance from employees who don’t want change or aren’t used to new technologies. That’s why persistence is key: success will follow if you keep pushing forward despite any obstacles that arise. Here are some tips for overcoming resistance during process development so you can reach your goals efficiently and effectively. 

Understanding "Inspect What You Expect" 

The concept of ‘inspect what you expect’ is an important part of accountability. The practice advocates that accountability should be maintained through regular audits carried out to assess the organization’s performance against the established standards and expectations. Audits should provide a clear point of reference for individual accountability, improve consistency in decision-making, and drive discipline in accountability follow-up at all levels. This allows your shop's team members to ensure they are reaching their goals and objectives while still meeting all applicable policies, procedures and regulations. Ultimately, understanding “inspect what you expect” ensures that the desired outcomes can be achieved efficiently and effectively. However, it must be a communitive effort. 

Use Resistance to Your Advantage for Positive Results 

Resistance is a natural instinct, but we can use it to our advantage under the right mindset. Leading your team through change requires seeing resistance as an opportunity to grow, learn and make adjustments that help create positive results. By recognizing the basic human instinct to retract in the face of changes and leading confidently, you can use resistance as a path to success rather than an obstacle preventing growth. Whether leading a team or individual initiatives, understanding how to use resistance for positive outcomes can lead to new innovative ideas, increased engagement and increased motivation for those leading the charge. 

Identify Potential Sources of Resistance in Your Organization 

Understanding the potential sources of resistance in a particular organization can be a complex task, but it is essential to engage in a constructive dialogue on this issue. These conversations are often met with a certain degree of opposition, which can create a roadblock to moving forward. To help identify and address sources of resistance within a company, a "student of the game" mindset is key; as owners, we should dedicate ourselves to understanding the progress that has been made and what can still be improved upon. Spend time reaching out to alternative resources through 20 Groups or network with industry professionals on the specifics of your team pushbacks/hurdles. Doing so will create an environment conducive to progress as well as breeding grounds for more reflective mindsets overall. These proactive steps will promote a sense of cooperation and cultivate ideas internally around potential solutions. 

Strategies for Accountability Around Company Policy & Procedure 

Effective strategies to ensure company policy and procedure accountability begin with clear communication and expectation. Leaders should set the bar for standards, clearly communicate timelines, and create an environment where employees will be supported. Timelines as to when they expect XYZ policy or procedure to begin implementation, be updated, or the expectation as to when the policy should be in full effect by, etc. Follow-up here is a key component—your shop should have systems in place that track these processes, document outcomes, and issue warnings or corrective action when needed. As part of this strategy, leaders must model the right behavior, showing that they, too, buy into the company policy & procedure. Lastly, ensuring there is a culture of respect and trust is important—holding people accountable while also recognizing positive contributions should be expected organization-wide. 

Overcoming Fear of Failure During Process Development 

Everyone has been afraid of failure at some point, especially during the process development stage. Fear can prevent us from taking risks and the subsequent big leaps that propel our progress. The best approach for overcoming fear is constantly looking upstream for ways to do the task differently until successful outcomes are achieved. Instead of looking at our missteps as failures that make us feel inadequate, view them instead as bonafide learning opportunities. This everyday process of making mistakes and learning quickly will ensure your success in developing processes over time. 

Inspect what you expect: it's a concept to live and lead by, no matter the size or scope of your repair facility. By learning how to use resistance to your advantage and incorporate strategies for accountability, you can create an atmosphere where mistakes are acknowledged and dealt with proactively, creating positive results. Taken together, these steps encourage brave decision-making without fear of failure so that teams can work safely and efficiently toward success. To truly implement this concept across the board and make this idea part of the company culture, leaders need to be actively involved in ensuring each team member understands why punctual audits, departmental leadership, and policy punctuality are so critical. Together we can all strive to meet our goals while embracing the spirit of staying persistent in the face of any form of resistance we may encounter. 

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