We used to have a problem with counting. Every week, the harvest and packing logs would say that we had 180 bunches of Swiss chard, but we'd have 178. Either way, each week the CSA line would grind to a halt, and we would scurry around to harvest a couple of additional bunches, which wouldn't get properly washed and chilled before we packed them into the remaining CSA boxes.
Or we'd have 210, meaning that 30 got composted because they didn't have a home.
I tried emphasizing that getting the count right mattered. I talked about quality. I talked about 30 composted bunches represented wasted money and wasted resources. I explained how it held up the CSA line. I pleaded. And nothing worked.
Finally, I added a new column to the harvest and packing logs where the person responsible for the count and the quality wrote his or her initials. I was certain that this would provide me with the tools I needed to find the responsible people and take corrective - or even disciplinary! - action. I had every expectation that I would soon have the opportunity to open a big ol' can of whoop-ass and solve this problem.
But that didn't happen. Instead, suddenly, every count was right. It didn't just improve, it changed completely. We went from regularly mis-counting items to nailing the count time after time.
As a result, I implemented this accountability all over the farm, anywhere we were keeping records or requiring tasks to be done. Pallet stacking sheets, closing checklists, tractor work directives, and bathroom cleaning logs all came with a place for the responsible worker to make his or her mark.
A recent article in the New York Times shared the results of a study that monitored restaurant employee behavior for signs of theft. The surveillance did cut down on theft, but it also had the surprising side effect of encouraging employees to do the right thing: savings from theft were modest, but after installing the monitoring software, the revenue per restaurant increased by an average of 7 percent. Workers pulled back on unethical practices, but they also put more efforts into things like prompting customers to have dessert or a second beer. No whoop-ass necessary.
Monitoring employee performance, whether actively by tracking productivity or passively by requiring accountability, changes behavior. The same people making mistakes, moving slowly, or simply not making the effort to do their job well can be set up to succeed. And that's a win for everyone.
Or we'd have 210, meaning that 30 got composted because they didn't have a home.
I tried emphasizing that getting the count right mattered. I talked about quality. I talked about 30 composted bunches represented wasted money and wasted resources. I explained how it held up the CSA line. I pleaded. And nothing worked.
Finally, I added a new column to the harvest and packing logs where the person responsible for the count and the quality wrote his or her initials. I was certain that this would provide me with the tools I needed to find the responsible people and take corrective - or even disciplinary! - action. I had every expectation that I would soon have the opportunity to open a big ol' can of whoop-ass and solve this problem.
But that didn't happen. Instead, suddenly, every count was right. It didn't just improve, it changed completely. We went from regularly mis-counting items to nailing the count time after time.
As a result, I implemented this accountability all over the farm, anywhere we were keeping records or requiring tasks to be done. Pallet stacking sheets, closing checklists, tractor work directives, and bathroom cleaning logs all came with a place for the responsible worker to make his or her mark.
A recent article in the New York Times shared the results of a study that monitored restaurant employee behavior for signs of theft. The surveillance did cut down on theft, but it also had the surprising side effect of encouraging employees to do the right thing: savings from theft were modest, but after installing the monitoring software, the revenue per restaurant increased by an average of 7 percent. Workers pulled back on unethical practices, but they also put more efforts into things like prompting customers to have dessert or a second beer. No whoop-ass necessary.
Monitoring employee performance, whether actively by tracking productivity or passively by requiring accountability, changes behavior. The same people making mistakes, moving slowly, or simply not making the effort to do their job well can be set up to succeed. And that's a win for everyone.
RSS Feed
