Edgar Quiñones. HHRR: Common Sense Does Not Mean Business. Objective

Transcripción

1 Edgar Quiñones HHRR: Common Sense Does Not Mean Business Objective Share experiences & insight gained in the last two decades in the management consulting business regarding why Common Sense Does Not Mean Business in the HHRR World 1

2 Common Sense How many of us have ever heard or said these words before? How many of us have felt frustrated with someone for not having it? Any examples? Common Sense is commonly used to refer to a basic ability to perceive, understand, and judge things which is shared by ("common to") nearly all people, and can be reasonably expected of nearly all people without any need for clarification. 2

3 Information Processing Is our hard wiring the same? Process information Thinking Process Learn Develop Communicate Relate to one another Manifest Emotions or Stress Ongoing Research 1979 Involving more than 40,000 people from over 25 cultures Human Dynamics 3

4 Insight of 5 Key Focus Areas 1. Employees know what they are committing to 2. Expectations have been clarified (operational and behaviors) 3. Our mentality is improving processes not attacking people 4. We energize people 5. We compliment each other to fully maximize our potential Employees know what they are committing to Not understanding their workload (load vs. capacities) 4

5 Clear Expectations Devastating Task Mentality Focused on the how and not the what Performance 5

6 Performance Expectation Clarification Visual Differentiation Tool Comments 10 Operational 9 Operational Performance Best Behavior Behavior Performance Best Clear Expectations Results before clarifying expectations 6

7 Clear Expectations Results after clarifying expectations Clear Expectations Results Mentality When we focus on the what we promote accountability When I am accountable I judge myself against clear expected results. 7

8 Introspection is Mandatory Today Performance decreases We are evaluated - judged Lose passion Usually it doesn t feel good Forced Introspection Misión: Nombre Hoja de Responsabilidades Primarias Puesto: Gerente de Credito Revisión del Mes de: Preparado por: Aprobado por: Revisado el: Aportación a la Misión: Liderazgo que provoque que nuestros clientes cumplan con los acuerdos de pagos establecidos y que se contabilizen las transacciones de cobro costo efectivamente, salvaguardando los activos de la organización a la vez de mantener una buena relación con el cliente. Fecha Entregado: 1 Responsabilidad Asegurar que el proceso de aprobación de solicitudes de crédito sea lo mas costo efectivo posible Indicador de Cumplimiento Tiempo Promedio en Procesar 1 Solicitudes de Credito % de Solicitudes Procesadas 2 en 5 dias o Menos % de Solicitudes Devueltas con 3 Errores Expectativa de Cumplimiento Desempeño Alcanzado Cumplió Expectativa? Si o No 5 dias 2.8 SI 95% 89% % 5% 63 3 Total de Indicadores Recibido por: 3 Total de Indicadores que Cumplen o Exceden las 2 El: % de Indicadores en Cumplimiento 67% NO SI 8

9 Process Mentality Improving Processes (94%) vs. Attacking People (6%) Energizing People Low Cost Engagement Survey How they are treated Lack of recognition Lack of participation in decision making Ineffective communication 9

10 Compliment Each Other How do we really deal with differences today? Emotions Logic Data Recap Common Sense 1. Employees know what they are committing to 2. Expectations have been clarified (operational and behaviors) 3. Our mentality is improving processes not attacking people 4. We energize people 5. We compliment each other to fully maximize our potential 10

11 Objective Review Share experiences & insight gained in the last two decades in the management consulting business regarding why Common Sense Does Not Mean Business in the HHRR World Thank You! 11