Get It Right First Time

How often are you disappointed that something you’ve asked someone else to do isn’t done the way you wanted?
How much time is wasted in your organisation on rework – redoing tasks that were not completed correctly the first time?

How often do you misinterpret what someone else is asking for?
Often we get exactly what we asked for, because we were not clear in assigning the task or the task has not been clearly assigned to us.
So how can we ensure a task is done correctly the first time?

Think about what you would ideally like to know when you are assigned a task:

• What is the context and purpose for the task?
• To what standard does the task need to be done?
• Is it something I have to do more than one of? How many?
• Is it a one off or does it have to be done at regular intervals?
• What is the deadline for completing the task?
• What resources (dollars, equipment, people, time etc) do I have to complete the task?

But how often do we actually cover all these factors when we assign a task? Conversely, when being assigned a task do we make sure we get the answers to all these questions?
Let’s have a look at a simple example of a task that has been clearly assigned:

Context?

It is critical to ensure that when meetings are held everyone has a clear understanding of the outcomes of the meeting. 

Purpose?

To record and circulate the minutes of the Synergy Project Team Meeting, on 2.9.10, to all attendees.

Standard?

Discussion points, decisions taken and action items (What/By Whom/By When) to be concisely recorded for each agenda item.

How many/how often?

One soft copy to be emailed to each attendee.

Resources?

Agenda; Laptop with pro-forma minutes format.

Deadline?

Within 48 hours of the meeting finishing

Well no.
 
To maximise the chances that the task will be done right and on time, there are three more things you can do:

1. Ask the person assigned the task, to give you their understanding of the task and clarify any misunderstanding.

2. Ask him or her whether he or she can anticipate any reason why it may not be able to complete the task on time e.g. other priorities; unsure how to do some part of the task; on leave for two days etc. this will give you the opportunity to deal with any issues raised up front i.e. to clear the way.

3. Set a protocol for what you want to happen if unanticipated events occur that may mean the task won’t be completed on time. Generally this means directing the person to let you know as soon as possible so that you can provide additional support or make contingency plans.

Following these simple steps will ensure that tasks are completed right first time, to everyone’s satisfaction.
One organisation who employed this simple technique estimated that they were saving over 30,000 hours a year in rework at a dollar saving of more than $600k.
And that didn’t even take account of the gain from utilising the 30,000 hours to do something more productive!

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