Zach was hired as your boss last year. From the outset, he promised to do things differently. Rather than hold you accountable for meeting production goals, Zach told you to “focus on process” so that your staff practiced daily improvement in specific areas.
You’ve embraced this approach as a supervisor. Each month, you’ve identified one aspect of your staff’s work—from serving customers to managing administrative costs—and coached your team to apply best practices to gain mastery of each process.
Last week, however, Zach called you into his office and complained about your failure to meet goals. He expressed disappointment that your unit wasn’t producing the level of output “that we need and expect from you.”
You were shocked. After all, you were under the impression that goals didn’t matter as much as perfecting the processes that led to excellent work. That’s what he had said previously.
Zach ended the meeting abruptly,...(register to read more)