“here, let me show you” (leading by example)

(part of the Total Quality Leadership (TQL) series)

How an organization achieves world class quality excellence depends on its leaders within the organization, at all levels of the organization.  Whether your organization has just started its quality journey with ISO certification or are ready to apply for the world renowned Deming award, the critical success factor to world class quality excellence…it’s all in the leadership!

Leadership skills that make an environment successful are the same skills that we learned when we were little.  Today, a coaching skill, leading by example.

It's not that the young ones can't do something.  They just need to be shown.  We demonstrate, step by step, how to put things together and they follow our lead.  We make it easy for them.  We relieve the stress they may have.  We show them how to do it right.  Once they learn, they go to the next level.  They experiment.  They do better than we can.  They now show us.

“You cannot create experience, you must undergo it.”  Albert Camus, French Novelist

The new CBS television show “Bosses” is one I enjoy because it represents leadership at its best.  It answers the question of how decisions made in the corporate office impacts those who have to perform the actual implementation of those decisions. 

Prior to consulting on topics I am not 100% familiar with, I spend time beforehand to familiarize myself with the workflows of the environment.  The two pictures are ones taken at the International Bridges in El Paso, Texas.  The picture on the left is a walk-over bridge for pedestrians, the one below, a drive-over for vehicles.  The time I spent following-by-example gave me a much better perspective on the associates' working environment on the bridge. 

A checklist for instructions includes the following:

1.  Find out what each employee knows (don’t make assumptions).  I found the associates to be well-versed.  They had to determine the crossing charge in both US change or dollars and Mexican Pesos.  I barely kept up as people walked or drove by and, many times, tossed in their change.

2.   Demonstrate whenever possible.  I took over for 5 minutes at a time and my head was reeling with the exchange I had to make between both country’s monies.

3.   Encourage questions.  I have always been one to drive my teachers crazy with questions.  As a (Dr.) Deming disciple, the "5 whys" comes naturally to me.  There are no stupid questions!

4.   Explain purpose of job.  Both associates were well-informed tutors.  I was able to tailor my course to the department with the knowledge they had taught me. 

5.   Follow up.  Their thirst for additional learning encouraged the manager and director to provide more team based education.  Procedures were tweaked to meet their respective needs.

6.   Recognize accomplishment.  Writing a column in the City’s online newsletter lets everyone know your Department news.  Everyone likes to see their name in print (and it’s zerO cost)!

My hands-on experience with the associates facilitated tailoring the team-based class to the needs of the department. Sometimes taking the lead means you have to follow first.