Managing Service Productivity: Getting the Job Done With Available Resources
Learning Objectives:
■ To estimate the Work:
■ How to use metrics to answer the question, "How did it go today?"
■ The six key steps in the supervisor's role in managing productivity
■ How to create a reliable work estimate
■ How to use guidelines as a productivity sanity check
■ How to include budget restraints in work estimates
■ To Assign the Work:
■ How to calculate the true "available hours" on a shift
■ How to calculate "standard" and "commensurate" time
■ How to factor in worker productivity ratings for workers with disabilities
■ The three critical factors to include in a complete work assignment
■ How to make a complete work assignment
■ To Evaluate the Work:
■ The difference between estimated time, actual time and variance
■ How to identify breakdowns and bottlenecks in the work
■ How to analyze work flow problems and create solutions
■ How to create an action plan for improving results
■ A nine-step process for coaching employees to improve their performance
Purpose:
This workshop sharpens managers' and supervisors' skills in the crucial areas of estimating and assigning work for top productivity and quality. Through a series of exercises, discussions and brief lectures, participants receive hands-on experience that will improve results. The workshop is organized in three sections: estimating the work, assigning the work and evaluating the work.
Audience:
This workshop is primarily intended for managers and supervisors responsible for productivity and quality.
Format:
This one-day workshop is a combination of lecture, activities and discussions.
Instructor:
A member of the NISH National Office Services Team facilitates this workshop. The National Office Services Team provides customer-focused administrative, technical, management and policy support to NPAs. The Services Team also provides training in all functional areas of expertise.