“Not if you look closer,” I insisted. “Andre does make decisions, and that is what you are unhappy about. Right now, you don’t see those decisions, and that’s why you have trouble talking to him about his performance. The discretionary part of every job is where effectiveness lives.”

“But Andre is a machine operator. I don’t see what decisions he makes,” Ruben explained.

“When you can see his decisions, you can help him. And you can help him.” I stopped to see Ruben mentally catch up. “When Andre comes on shift, does he make a decision about how much raw material to pull from the rack?”

“Well, yes, but he has a list of what he has to produce for the day, so I don’t see where the decision is,” Ruben resisted.

“Does he pull all the material for the day, or does he only pull part of the material?”

Ruben rolled his eyes, “I don’t know, what does it matter?”

“You don’t know the answer to that question, because that is a decision that Andre has to make. That is part of his discretion. And it has an impact on his productivity. If he has ten units to produce and he only pulls eight sheets, he will have to make another trip with the forklift. And when he makes the extra trip, he has to shut his machine down.

“Or if he has ten units to make and he pulls twelve sheets, then he has to put two sheets back in the rack. And how easy is it to scratch those sheets as they are handled? The decision he makes has an impact on machine time and scrap.

“Andre is effective, not because he shows up on time and wears his safety equipment (he has to do that) but by the decisions he makes. Effectiveness comes from the discretionary part of his role.”