“You describe the role as entry level. The output must conform to strict guidelines, which creates the quality standard. What are the decisions that must be made in connection with the work?”
Arlene was shaking her head from side to side. “We don’t allow a lot of latitude with this work. Sending prescription drugs by common carrier is serious business.”
“You think you don’t allow latitude. In fact, you tell your team members there isn’t a lot of latitude, when in fact there is. There are a ton of decisions that must be made.”
Arlene was quiet.
“Look, most of the prescribed duties involve collecting data from your customers to determine their qualifications. While it seems cut and dried, there are many decisions that must be made about the quality of their responses, the accuracy and completeness of the data.
- Is the customer address we have on file their current mailing address?
- Is the customer mailing address the same as the shipping address?
- Is the telephone number we have on file a mobile number we can send a confirmation text message to?
- Will the shipping priority we have on file assure the product reaches the customer on time?
- If the customer does not answer the door, is it okay to leave the product on the front porch, or is there another more secure location?
“The difference between ok performance and outstanding performance is not in filling out the forms, but in the decisions related to the quality of the data that goes on the forms. The job may be completing the forms, but the work is the decisions that must be made.
“An important discussion between the manager and the team member is not about the forms, but about those decisions.”