Quantum Newsprint hosted by Bill Sjoblom

Creating Sustainable Performance

A few days ago I shared an article from HBR about happiness.  In the same issue there is an article about what companies can to to Create Sustainable Performance.  Guess what?  Happy employees are more productive than unhappy ones over the long term!  Not surprising at all. 

But what does it mean to be happy in your job?

These researchers boil it down into four things that sustain a thriving workforce:

• PROVIDE DECISION-MAKING DISCRETION.  Employees at every level are energized by the ability to make decisions that affect their work.  It gives them a greater sense of control, more say in how things get done, and more opportunities for learning. Southwest is a good example of this.  By not requiring the flight attendants to read or memorize a specific safety announcement, they often put their own personality and creativity into it which makes it more fun for everyone.
• SHARING INFORMATION.  Doing your job in an information vacuum is tedious and uninspiring.  Systems that make information widely available build trust and give employees the knowledge they need to make good decisions and take initiative with confidence.
• MINIMIZING INCIVILITY.  What is incivility?  In a word, "rudeness".  Most people have experienced rude behavior from a boss.  Here are a few examples: "My boss said 'If I wanted to know what you thought, I'd ask you.'"  Or 'On speakerphone in front of my peers, my boss told me I had done kindergarten work.'" 
• OFFER PERFORMANCE FEEDBACK.  Feedback creates opportunities for learning and the energy so critical for a culture of thriving.  The quicker and more direct the feedback, the more useful it is. 

What do you think?  How is QS doing in these three areas?  What should we be working to improve? 

QS Values and 2012 Field Goals Meeting

In April we will be meeting with every QS employee to talk about our values and goals.  We sort of modeled this event after Starbucks which in February 2008 closed all of its 7,100 locations for a three hour training.  At the time, the CEO of Starbucks, Howard Schultz stated "We believe that this is a bold demonstration of our commitment to our core and a reaffirmation of our coffee leadership."

They posted the following note on their doors when they closed:

“We’re taking time to perfect our espresso. Great espresso requires practice. That’s why we’re dedicating ourselves to honing our craft.”

I suspect that the training had less to do with actually making coffee and more about re-establishing their values and passion.

That's what I hope we are able to accomplish at our meetings in April.  As a company we have been through a lot of changes and challenges over the past couple of years.  Yes, we have changed in some ways.  But our core values have not changed.  And we still want to be the absolute best choice for convenience store audits.  Period. 

So I can't wait for these meetings to start.  I can't to talk with you and to get your input.  I am really looking forward to spending time with you and re-kindling our passion for audits and our clients!  Sounds strange maybe, but true.

See you soon!

A Great Idea From Karen...

I heard a great idea from Karen, our DM in St. Louis. On Saturday morning at the most recent New DM Karen shared that she provides recognition once a month to a store that has done something noteworthy. Sometimes it is for improvement in store conditions or audit prep and sometimes it is for outstanding service to their customers.

The twist?

She sends the recognition to the clients corporate office, not to the store. A simple letter or handwritten note will work. Or you could go to Staples or Office Max (or on line) and make up a simple certificate. Karen stated that client management likes this approach and they often share the recognition with all the folks in their organization.

Thanks, Karen! Great idea. Has anyone else used this successfully? What other creative ideas do you have to recognize your clients?

You Can't Stay Silent

In my last blog post I talked about discovering a few employees padding payroll and travel.  What I didn't mention is how we found out about this issue. 

A couple of people had the courage to do the right thing.

They picked up the phone and shared their concerns with us.  They were mad.  They were upset because they were pretty sure some people at QS were stealing from the company by padding their payroll and travel.  When we investigated, we quickly confirmed what they suspected. 

Sometimes it takes courage to do the right thing.  As a society I think we too often go by the philosophy of "live and let live".  Have you ever watched the TV show "What Would You Do?".  They set up simulations of situations where something is happening that is just not right.  They set up hidden cameras and observe how people respond.  How many people do the right thing?  I am usually surprised how few people are willing to intervene in a situation like this.

Here at QS the heart and soul of our company depends on people being willing to speak up when they suspect others may not be living by our values.  We have intentionally set up many systems and processes in QS based on trust.  It's part of our culture.  It makes working for QS more fun and rewarding.  No one likes to work in an environment where you feel like you are not trusted.

I am intentionally not disclosing the folks who alerted us to this payroll problem.  But only because they asked not to be identified.  To tell you the truth, I would like to proclaim their virtues and commitment to everyone -- both inside QS and out!  They are heroes to me.  And they should be to you too.  QS will be rewarding their courage privately and significantly.

They protected the heart and soul of our company by not staying silent. 

If you know of a values violation at QS, big or small, you have to speak up.  You have to ask the tough questions.  Our company's future depends on it.

Walking the Talk

Most companies I know have some kind of stated values. Often they are engraved in fancy plaques and posted in prominent place. All too often they are pretty much all talk. Why? Because the people that work for the company do not see their leaders and peers "Walking the Talk" meaning that what they do does not match what they say.

I am committed to making sure that does not happen here at QS.

We recently uncovered some QS employees padding their payroll and travel hours. We took immediate action which included a ten year employee losing their job. As we investigated this, I had many mixed emotions...anger, sadness and to some extent surprise. I am always disappointed when our values are violated. I take it personally and you should too because it threatens all of our jobs and the reputation of QS.

We are still in the process of evaluating our payroll systems and processes. But I am convinced that the vast majority of our folks do "walk the talk" and that is what makes our company great.

As I Reflect on This Past Year

They used to say that behind every successful man is a good woman.  In today's world it is more accurate to say that behind every successful person are people who provide support, love and understanding.  I know this is true of each person that works for QS. 

Your job is difficult.  You often have to leave early in the morning, leaving your spouse or partner to get the rest of the family started on their day.  Your schedules are variable - you often don't know exactly when you will get home.  This can create problems for your loved ones.  And when you get home, there is often more work to do.  Scheduling, returning phone calls and paperwork cut into your family time. 

I am thankful for each and every person who provides the support, love and understanding that allows QS people to be so committed to their clients and our company. 

I want to share one recent story that has stuck in my mind.  Just before Thanksgiving I announced (I Am Thankful for Ted) that QS would change our waiting period for holiday pay from one year to 90 days.  I received many replies thanking QS for this decision, but here is the one that was most striking to me.  I received this email at 3:19 pm ON THANKSGIVING day:

This is Will from Richmond, Virginia. I must admit, this company is by far the best I've worked for, I'm really impressed so thanks for everything Bill.  Changing a policy the day before a holiday so people will get paid is something you would rarely, if ever, see in today's world.  It doesn't hurt that I'm actually at a hotel in Waynesboro, Virginia because I am helping out another division tomorrow morning and I live a few hours away so this news was especially nice to hear.  Have a good thanksgiving.

Wow.  An email from Will on Thanksgiving day from a hotel 3 hours from his home...THANKING ME!  No, thank you, Will and thanks to all your family and loved ones that put up with you leaving "for work" on Thanksgiving Day.

This is just one example of why I am so thankful for all of your family and friends that support each of you so you can do such a great job for QS.  Thank you!

Restatement of Values

Every few years we like to freshen up our statement of our core values.  Do our values really change that often?  No, but we find that it helps keep them interesting and current if use different words from time to time.  Plus, our emphasis does change some too.

You will be hearing more about our restated values soon through a newsletter and other communication, but here is an advance copy:

• Facilitate CHANGE:  Innovation & operating new and differently
• HONORABLE Service:  Integrity & doing the right thing
• Support COLLABORATION:  Different perspective & getting others knowledge
• INSPIRE Others:  Vision & point of view & providing a broader perspective
• Grow CAPABILITY:  Skills building & improving our systems and approaches
• Promote APPRECIATION:  Recognition & strengthening our teamwork

Our goal is Improved Performance with Unmatched Audit Services!

What do you think? 

Surprised. Disappointed. Hopeful?

I have to tell you I was surprised by 7-Eleven's recent decision.  Of course we will try to understand why they made the decision they did but in situations like this it is really hard for me to be able to see it from their viewpoint.  But we will do our best to learn from this and move on. 

I am also disappointed and sad.  Not so much for QS, I know the company will recover and move on.  But I am very sad knowing how difficult this transition will be for some of you who have worked for QS for many, many years.  That is what has made it difficult for me to sleep ever since I got the news.

Hopeful?  How could I possibly be hopeful?  I am reminded of the many times I encouraged each person in QS to build their skills...to become better at their job, yes.  But also so that if you ever wanted to or had to find another job, you would have skills and experience that would make the search easier.  We have so many great people working for QS with so much talent and the right values!  While I will be devastated to say goodbye to those impacted by this decision, I am hopeful that what you learned and the skills you built will serve you well. 

Somehow we will all get through this difficult transition.  On this holiday weekend, keep your family close and your head up. 

Survival of the Smartest

An article in this month's Inc. Magazine features a company based in Columbus, Hopkins Printing.  The article, titled Hopkins Printing believes in the survival of the smartest details how 95% of the 100 employees at Hopkins Printing are trained in at least two jobs - and a large majority are competent in three different jobs.  This cross training allows workers to fill in for vacations and provides flexibility in scheduling but it also opportunities for continuous learning. 

Employees are focused on taking time out of repetitive processes - even a reduction of 20 seconds is valued.  Employees also write their own training and process documents using language that they would normally use. 

At Hopkins Printing each employee is expected to recommend at least one new process improvement each month - either for their own jobs or someone else's. 

I am eager to foster this type of commitment to continuous improvement at QS!  What do you think?

How Do You Show You Care?

Empathy.  What is it?

Here are some definitions from some theorists:

• To empathize means to share, to experience the feelings of another person (R. R. Greenson)
• The ability to put oneself into the mental shoes of another person to understand their emotions and feelings (Alvin Goldman)
• Empathy is about spontaneously and naturally tuning into the other person's thoughts and feelings, whatever these might be.  There are two major elements to empathy. The first is the cognitive component: Understanding the others feelings and the ability to take their perspective.  The second element to empathy is the affective component. This is an observer's appropriate emotional response to another person's emotional state.  (Simon Baron-Cohen)

I really like the third one.  It suggests that to be empathetic, one must first be able to "tune in" to someone's thoughts and feelings.  But it does not stop there.  You also have have an appropriate emotional response. 

I am convinced that our clients trust our counts more when we show them that we care.  How do you practice empathy?  How do you show your clients you care? 

Maybe it's taking a couple of extra minutes to perform an additional recount.  Or a kind word to a manager that is stressed out.  Perhaps it's just as simple as asking them about their family, hobbies or life. 

I would really like to hear from you (yes, even those of you who have never posted a response before).  How do you show your clients you care??