But how do you do this? I am not talking about writing a vision statement and posting it on the wall. What I mean is verbally describing the end state with words that help the organization mentally “see” the future. Do you see the difference in these two statements?
- After we improve this process, our company will experience a 10% decrease in customer complaints.
- After we improve this process, our customers will send us testimonials, will follow us on Twitter, and will write positive reviews of our product on Amazon.
The first statement provides a quantitative statement that addresses the analytical side of an employee’s brain, while the second statement paints a picture that an employee can visualize.
Combine both analytical statements and descriptive statements when beginning a process improvement effort to effectively engage your organization.