Quality control guru W. Edwards Deming believed that 85 percent of quality problems in the workplace are caused by systems, not by an individual’s inefficiencies. “Our organizations are filled with policies and procedures that prohibit people from doing their best to satisfy customers,” says Chris Clarke-Epstein in his book “78 Important Questions Every Leader Should Ask and Answer.” “You need to know where it’s happening in yours.”
He cautions that your employees may need some time to decide whether or not it is safe to tell the truth, so consider the time and place you ask the question carefully. And be conscious of not defending yourself or the company when an answer is provided. Simply acknowledge the information, clarify any ambiguities and assure the answerer that their opinion is valuable and will be considered. Other questions Clarke-Epstein suggests as strong follow-ups:
• What does our leadership team do that gets in the way of you doing your job?
• How could you make your job more effective?
• What is a recent management decision you didn’t understand?
• If you could change one thing about our organization’s collective behavior, what would it be?
“By asking more questions and listening to the additional answers carefully, you will be able to fulfill your promise to deliver a resolution to the original answerer,” Clarke-Epstein says. “It may not be exactly what they wanted or envisioned, but they will appreciate the fact that you kept your word and followed through.”
