Although the emergence of this problem is a frequent mistake in the work, the reasons for the problem are various. If you can't grasp the source problem, even if you change people, you may make mistakes frequently.
I'll tell you from both the company and the individual, what causes employees to make mistakes in their work, and what to do!
Does the company have any problems in management and system?
As a leader, when seeing subordinates make mistakes, we must first think about whether there is anything wrong at the company level. If there is a problem at this level, it will not help to change people.
1. Is there a problem with the workflow?
Workflow is the working principle of every employee. If there are problems in the process, especially in the process of cross-departmental convergence, there will be mutual wrangling, mutual shirking, and upstream bullying downstream.
For example, there used to be a voucher clerk in our company, and many suppliers always complained that she often revised the data provided before, which brought them great trouble. When the department manager heard these complaints, the first reaction was that the documents were careless and data errors often appeared, which led to data modification.
Later, after my intervention, I found that several salesmen who cooperated with this document did not confirm the data with customers one by one in order to give them a good experience. Some even directly pull the data of one vote after receiving the customer's entrustment. Therefore, a large number of data will often be modified in the future.
Solution: The company will define the workflow of "confirming data" and require all sales to be carried out accordingly. Later, we found that this unit not only did not receive any more complaints, but also the efficiency of other documents was greatly improved.
If the manager thinks from the beginning, his subordinates will be careless. Can the problem be solved by another person? Perhaps, with the strong perseverance of this document, it may be overcome, but one day, the problem will break out in another document.
2. Is there anything wrong with the working hardware?
As the saying goes, "If you want to do something well, you must sharpen your tools first." The quality of labor tools directly affects labor efficiency.
For example, last summer, the peak season of the industry came, and I found that my colleagues in the operation department began to be agitated at work. When people get upset, the error rate comes up. At first, I thought it was because of the pressure of work during the peak season.
But in the chat with an operator, I found that the original operator was upset because the computer was too stuck. The workload is heavy and the time is tight. The operator wants to work quickly, but the computer is stuck! Take a step, card, do a step, card, greatly affect the speed.
Solution: I applied to the company, replaced some hardware for operation, and then all of them were equipped with solid state drives. The working efficiency of the operators has been improved at once. What followed was that the operators devoted themselves to their work. Although it is the peak season, the workload is very heavy. Because of concentration, everyone's error rate is greatly reduced.
If you subjectively think that employees make mistakes because of the high pressure in the peak season. Then the way to solve the problem later is seriously divorced from reality.
3. Is there anything wrong with the working environment?
From the psychological point of view, a good working environment can make people feel happy, keep a positive attitude, be more involved in their work and love their work more. If the working environment is not ideal, it may also affect the error rate of employees.
For example, in June, I received the most internal complaints from the customer service department because her bad attitude offended several old customers. But when I received the complaint, I found an interesting phenomenon, that is, these things happened between 2 pm and 3 pm.
So I observed the little dream in the afternoon. I found a large French window facing west on her side. At 2 o'clock in the afternoon, the sun just set at the fierce station in the dream. Although the office has air conditioning, the station is like a flaming mountain. In this case, the customer will ignite this large oil depot with a little stimulation.
Solution: I installed a shading cloth for that window in summer, and put a mini electric fan in Meng Xiao. Therefore, no complaints about Meng Xiao have been received since July.
I have to admit, Meng Xiao is a little grumpy at ordinary times, but she can control herself and her clients' emotions, only occasionally yelling at her colleagues. However, the change of working environment stimulated Meng Xiao and made her lose control of her emotions. Employers should use their advantages to help them avoid their weaknesses. If we only focus on Meng Xiao's character, what will be the end of Meng Xiao?
4. Is there a problem with work supervision?
There is a saying in management that "where there is supervision, there is performance". The root of many mistakes is the lack of supervision.
For example, we used to have an administrative front desk, and we all know that the front desk was sitting alone at the door of the company. There won't be so many intersections with everyone, and the supervision of the leaders on her will naturally be less or even ignored. Several times, my brother company came to me. When I arrived in the reception room, I found the other party just sitting there, not making tea. Several times, I found that the front desk told me that there was a customer visiting, but I couldn't tell the company and name of the other party.
So I asked the executive for feedback. The executive said she had a headache, too. She told the front desk many times that the workflow was very detailed, but the little girl at the front desk often missed this and forgot that. There is a simple reason. No one supervised the reception of visitors. She will make tea and ask about the visitors. Afterwards, the leaders of other departments reported this situation, and the administrative director said that there was no way to keep an eye on this piece all the time, so it went away.
Solution: Later, I set up a performance appraisal for this job, which was graded by other department managers. Suddenly, the problem was solved.
In management work, it is sometimes not difficult to find a problem, but it is rare to monitor this problem effectively for a long time so that it will not happen again.
Is there a problem with the nature and state of the individual?
From the perspective of human resources, job matching is very important. There are no bad employees, only inappropriate positions. Putting an employee in the right position can improve efficiency, while putting an employee in the wrong position will definitely cause problems.
1. Is the individual suitable for this position in personality?
The personality problem is actually a test of a company's HR interview ability and later HR management ability. People with different personality characteristics adapt to different positions. But many times, we only pay attention to ability and ignore personality problems.
For example, in the spring of 20 17, our company recruited a young boy who just graduated to do sales. He works hard and treats people politely, and he is very popular with old salesmen. The sales manager even trained him as a potential stock. However, after half a year, his performance is very unsatisfactory, and even the standard of becoming a full member has not been reached. I later observed that the little boy lacked the ambition of sales, and his work seemed very active, but he didn't take the initiative to get down to business.
Solution: He really has a shining side. He is serious, careful, hardworking and polite, so he was transferred to the operation department at my suggestion. In 20 18, it became the operation champion of that year, and its annual income exceeded150,000.
Personality, often reluctant to come. A careless girl may be more suitable for her to do sales than to let her do data work. A gentle little boy, instead of cultivating his man's courage, may be better at computers. Personality is a serious defect in some positions, but it is beyond our reach in some positions.
2. Is the individual's ability suitable for the post?
Many times, if employees often make mistakes, we will directly attribute them to their incompetence. But what is ability? Have we made it clear? Generally speaking, what we mean by working ability includes business ability, language ability, writing ability, judgment, reaction ability, teamwork ability, learning ability and so on. Different positions will lead to different first working abilities, and matching errors will also lead to error rates.
For example, the first working ability of sales is language ability. You should clearly convey your ideas and make them acceptable to customers. If the sales talk lasts for a long time, customers will misunderstand, which will definitely lead to problems in customer experience.
But when customer service faces customers, the first ability is reaction ability, and it is necessary to give customers what they want to know at the first time. Relative language ability will fall back to the second place, because the questions asked by customers can basically be classified into several categories in the same industry, forming a fixed answer. For example, our online shopping is nothing more than asking some commodity questions and logistics questions.
Solution: So when we find that the ability of employees affects the work, should we judge whether this ability is the most critical and fatal? Can it be cultivated? If this ability is hopeless, it is recommended to consider changing jobs first. If it really doesn't work, it can only be rejected, otherwise both sides will suffer.
3. Have there been any changes in personal family and emotions?
Personal family and emotional changes will affect employees' emotions, work attention and judgment. Sometimes this effect is short-lived and sometimes it may be long-term.
For example, last night, a couple quarreled and had a big fight, and the whole person was not interested in working. As soon as we met after work, the sound of the waves remained the same, and when we went to work the next day, we became a spiritual guy. This is a short-term change and can be cured without human intervention.
Long-term effects will be more headaches, such as divorce. There used to be a colleague in the company, Mr. Nice guy, the sales backbone. As a result, his wife betrayed him and his temperament changed greatly after the divorce. Various people at work, Buddhist practice in business, and casualness in life. Now 10 years have passed, and he still hasn't changed, leading a muddled life.
Solution: When encountering such employees, I suggest early detection and early dismissal. Because such employees need to change their working environment and start from scratch. What they need is to be separated from their past life and work and say goodbye completely. The longer the time, the greater the harm to individuals.
4. Is there anything wrong with your personal life?
What is the state of life? Marriage, for example, used to be single, but now it's a young couple. Life has changed. Another example is the birth of a baby, which used to be a family of two people, but now it has become a family of three. Changes in living conditions will also affect the quality of work.
For example, after a man gets married and has children, he will feel responsible and will work harder, hoping to give his wife and children a better life. This is the positive side. On the negative side, no one wants to have a baby. Please don't worry about your aunt, worry about your parents that they are old. I miss my family at work and run after work. In this case, what should employees do if they often make mistakes?
Solution: Make it clear between public and private, and have a formal conversation with employees to find out whether employees can overcome this problem, share the experience of some experienced people and help them. Make some adjustments at work. Our production manager has done a good job in this respect. When a female employee comes back from maternity leave, she will set a transition period of six months to one year to gradually increase the workload and control the error rate.
5. Do personal values conflict with work?
Under what circumstances must individual employees be dismissed? I think it's time that the values don't match the company. Inconsistent values can drag down team performance, or even backfire.
For example, courier companies pursue customer experience, but employees pursue timeliness, deliver more pieces and earn more money. What if the customer lives on the sixth floor and asks the courier to deliver the package to the door?
Solution: on the issue of values, there is often no right or wrong, only horses are not worthy. A person's three views are the most difficult to change. When there are differences in values, usually my suggestion is to reject them.
On the issue of severe punishment
I talked about various ways to deal with it, but I didn't mention the problem of heavy punishment. Because I don't approve of heavy punishment. Why? Because power and responsibility should be unified, interests should be distributed at different levels, and responsibilities should be borne at different levels. Companies get the most, companies have to bear the most, followed by department heads, and finally employees.
If employees do something wrong, they will be severely punished. Employees are wrong, which is good for the company and leaders. This mechanism lacks fairness. The lack of a fair system will lead to the insecurity of all employees. So I don't agree with this practice.
Summary:
Employees frequently make mistakes at work, which may be due to company problems or personal problems. In leadership work, we should not focus on the matter, but grasp the root of the problem, so that the problem can be cured. Otherwise, pressing the gourd float ladle will always be surface work and will not solve the problem.