Aug 7, 2020
Last week’s podcast was all about the Ops Manual – so that your operations run like clockwork - even when you are not there. Or – so that in a crisis – as COVID 19 – you have it all in one place and won’t have to frantically search for documents or processes!
It did make me think though. What is Excellence? What does it actually mean?
Let’s have a look at the origins of the word:
“Excellence”
The word originates in Latin – “Excellere” & Excellentia” meaning surpass. According to the Oxford Dictionary – the word was used a lot in the 19th Century, but then – in the 20th Century it dipped considerably only to gain an upwards trend again in the 21st Century – peaking slightly again in 2002 – and remaining stable as of 2017
The Oxford dictionary explains excellence as “the quality of
being outstanding or extremely good. We all know the quote “Jack of
all trades, master of none” by Benjamin Franklin
It is thought, however, that Franklin was misquoted and actually he
had said “Jack of all trades, master of One”! So that would
indicate that Excellence is achieved once you master your ONE, your
trade!
In the contact centre context, Operational Leaders are often frowned upon as “None Experts” – as oftentimes we need to bring the subject matter expert in. For example for Workforce Management, for Quality Control, for training etc.
Many Ops leaders did stints in other areas of the business – and returned! For me – most definitely this was the case! I ventured into Account Management, Project Management, even HR – but – I always went back to Operations!
With every bit I learned in other departments I became a more rounded Ops leader and also a more passionate Ops Leader!
You see – Master of One in Silo is quite common! Master of ONE in Operations or General Management is rather rare.
I’m making this very bold statement:
Truly skilled and people-focused Operational Leaders are the
backbone of every successful Business / Contact Center!
What makes someone an Expert producing Excellence?
I recently came across Jordan Raynors Book “Call to Mastery” – I will refer to it in the show notes - Jordan explains that there are 4 steps in the pursuit of Excellence:
- Explore
- Choose
- Eliminate
- Master
These 4 steps nicely reflect how you - in operations - can become an expert in your field.
But let’s take it Step by Step
1. Explore
No other industry offers so many opportunities to learn and qualify
in a subject matter than the contact centre industry does. If you
are fortunate enough to work in a customer services centre - then
do go and explore all departments that are of interest to you.
Moving around is quite common! It also broadens your horizon and
you learn how things hang together.
I was quite astounded to understand the HR impact front line
operations created by not diligently doing one on one’s, return to
works or annual appraisals. Only when I spent a couple of months in
HR and took courses in HR matters I realised how vitally important
it was to work closely with my HR Business Partner! And believe me
- the first time I was called to an employment tribunal I was
eternally grateful for the fact that my paperwork was watertight!
All there - done by the book.
2. Choose
As we explore - we are, more than once, called to choose -
especially if we love what we do! My basic question has always
been: where can I serve people best? And where can I serve God
best? For me - it was not a question of money or prestige - but a
question of servant leadership (which I learned from my dad)
Being
a Relator in my Strengths-Finder also points in the direction of
people management and relationship management.
And - as I get bored rather easily - loving the fast-paced Ops
environment - HR for example really wasn’t for me.
When we are
asked to choose - there is always an option to either persevere or
to pivot. Sometimes - it’s just not right - then go and pivot, find
the next good thing and know that you tried. The process of
elimination is a valid process.
Other times you know that it’s
right, but it’s tough going. Then - perseverance is required - with
the view that you will learn a lot.
Jordan Raynor writes in his book: “Choosing your vocation is not
about choosing between good and bad or right and wrong. It is about
choosing between better and best” - this sums it up nicely!
3. Eliminate
Now the work begins! You have explored, you have chosen! Now
it’s all about sticking with it and eliminating distraction. It’s
now about boundaries!
Saying “no” to nonessentials.
Saying “yes”
to the essential.
Be aware of Side Paths
. Especially Operational
Leaders with a lot of experience in other, related fields, need to
learn to say Yes to Essentials and NO to nonessentials.
For me - as a recovering people-pleaser this is not an easy thing
to do. I learned, that, if I am not working in my Zone of Genius -
then I get annoyed, stressed, unhappy. Saying no, lovingly is an
art - and has to be practised! As Ops Lead you are most likely
asked to support Bid-Management or leading a Project or stepping in
on Transformational Programmes. All great opportunities. But if the
do not serve your calling - leading people - and take you away from
leading your people, you might have to say “No”.
4. Master
In his book Jordan Raynor debates whether passion comes with
mastery or mastery results from passion. He comes to the conclusion
that, to do something really well, you should start off with an
apprenticeship, followed by purposeful practice and then discipline
over time. Clearly - there are no short cuts to mastery. In my own
career I can truly say I did my apprenticeship in people-focused
Operational Delivery with Hertz in Swords!
6 years I learned from the best! Then I practised with Sitel in
Outsourcing for another 6 years. In these 6 years, I got promoted,
I got demoted, I got excellent feedback and I was frequently in
serious discomfort. I grew my skills, my knowledge, my expertise.
Then I started to apply discipline over time - meaning I stuck with
Operations, applied what I knew to be true in a number of
turnaround operations before starting my own business - I mastered
Operational Excellence. And I’m passionate about it. So going back
to the chicken and egg question - what was first Mastery or
Passion? For me it was Mastery!
Now - today I’m letting you into a secret.
If you are on my mailing list - you know that we - at Rutz
Consulting - have been working on “something” in the background!
I’m so excited to share my knowledge with my audience! I love to
see other Ops Leads strive for excellence! So…. drumroll,
please…
I’m excited to announce, that in October I will be running the very
first course of the LEAP Academy!
By now you are familiar with the LEAP Framework. Leading People,
Executing Process, Amplifying Profit.
Just in Time for your Peak
Season (or Black Friday or COVID -19 Robustness), I will be running
a 6 weeks Team-Turnaround Bootcamp for Frontline Managers (Level
Team-Manager / Ops Manager) with the aim to move 3 underperforming
team members of each Manager’s team from the bottom quadrille to
the top quadrille in performance - and this with ease and joy -
attributes you might not use in the same sentence as operational
performance management.
I invite you to join the LEAP Academy Waiting list today! The
link is below!
Jordan Raynor on LI: https://www.linkedin.com/in/jordanraynor/
Jordan Raynor's website: https://jordanraynor.com/
Master of One on Amazon: https://www.amazon.co.uk/Master-One-Find-Focus-Created/dp/0525653333
LEAP Academy Waiting List: https://leapacademyinternational.com/
My Podcast is produced by: https://www.unavoided.com