Looking for an Eye-Ear Doctor? We Can Help!
A business manager walks into the hospital and tells the desk nurse, “I want to see the eye-ear doctor.”
“There is no such doctor,” she tells him.
“Perhaps you would like to see someone else?”
“No, I need to see an eye-ear doctor,” he says.
“But there is no such doctor,” she replies.
“We have doctors for the eyes and doctors for the ear, nose and throat, but no eye-ear doctor.”
No help. He repeats, “I want to see the eye-ear doctor.”
They go around like this for a few minutes. Finally, the nurse says, “I’m telling you, there is no eye-ear doctor, but if there were one, why would you want to see him?”
“Because,” he replies, “I keep hearing one thing and seeing another.”
This joke illustrates a frequently repeated response to the question, “What frustrates you with your operations?”
Frustrated With Operations?
Managers frequently tell me they receive requests and explanations from their direct reports that directly contradict their own observations and intuition.
Requests for additional staff often have the following contradictions:
- The department doesn’t experience any overtime
- The department has a low engagement/efficiency rating (Excess idle time)
- Occurrences of holdover are quickly processed the next morning
It is enough to send any anyone to an eye-ear doctor.
How to Quickly Resolve the Issue
A capacity plan and scheduling review often quickly resolves the problem and negates the request for additional staff.
All of your direct reports should possess the skills and tools to develop a quantifiable business request.
“It is my belief that the best process managers can be correlated with a strong foundation in quantitative disciplines. They understand and prove the value of their business contribution, and then make informed decisions to eliminate surprises and provide continuous improvements.”
John J. Hoffman
Senior Vice President
Wachovia Bank Card Services