Procedure relevancy - the army way

Procedure relevancy - the army way
Tags: Communications, Customer Service / Experience, Operations Management
January 2, 2011

In our training classes, we often discuss customer service. It is ALWAYS about listening to the customer and then delivering more than they expect. Another topic we discuss with our clients is how relevant their rules, policies, and procedures are in the way they do business. Do they make sense? Very often, routines are entrenched that have become obsolete or no longer applicable in the marketplace.

A case in point is the U.S. Army. The Army has trained hundreds of thousands of troops in the art of bayonet assault in combat. No matter that the last time a bayonet assault in combat that took place was during the Korean War, 60 years ago. Rifles have evolved to be incompatible with the mounting of a bayonet – a flaw in the process of involving the end user, if you will.

After listening to soldiers share their battle insights from the wars in Iraq and Afghanistan, the Army has ordered the end to bayonet training along with other battle-drill changes that include the elimination of musket-ball maneuvers. (Just kidding on that one)

I think a lesson well learned here is that activities based on traditions or the ways things have always been done were reviewed for relevancy even if a bit delayed. The military is steeped in long standing traditions that serve them well. In this case they were finally open to customer feedback, which is essential in delivering quality products and services.

So, how often do you review your policies and procedures for relevancy and assess the built-in wastes of time and energy because no one thought to change them? Establishing sound policies and procedures are essential in running a business. Having them make sense even more so. Seek feedback from your employees and customers in an open forum. They will tell you where you are no longer relevant.