Important KPI’s and Real Communication.

When encountering unsustainable processes that lack long-term viability, the absence of continued support becomes evident. Whether this support originates from management, employees, or supervisors, the root cause often resides in the breakdown of communication. Although a wealth of information accumulates through observation reports, little action is taken based on these findings. Many processes remain dormant, accumulating stacks of observation checklists and untapped data.

The data is present, analogous to conducting a perception survey but failing to respond or provide insights derived from it. Consequently, individuals might retort, 'I already voiced this before, will you pay heed this time?' Similar scenarios unfold in the realm of observations. While valuable insights are captured by observers, their value dissipates without subsequent actions or even updates on progress.

Hence, the need emerges to prioritize these insights, presenting them to management for assistance and implementing actionable changes wherever feasible. Striving for balance, a sort of scorecard surfaces, predominantly favoring leading indicators. The trailing indicators, like the overall recordable incident rate, reflect historical results. However, conveying some indicators to management is crucial, like the count of completed observations each month against a preset target. This paints a clearer picture of progress, supported by a percentage gauge of target observations achieved per month, akin to a color-coded scorecard.

This necessitates harnessing data that's already within the process. Further, recommended metrics involve the initiation and completion of action plans by site leaders or committees. Action plans, born from data analysis, signify a responsive approach. These could span diverse communication strategies, conversations with observers, or targeted observation times. Demonstrating active engagement with data is paramount.

This, in turn, spurs communication and discourse. By showcasing tangible action plans, curiosity piques, prompting questions like 'What were those actions?' A scorekeeping mentality develops, driven by the perception of progress.

Delving into communication, conventional notions revolve around a sender transmitting thoughts to a recipient. However, true communication entails dialogue, not just information sharing. Identifying barriers becomes pivotal. Even with well-defined channels, resistance can surface. Preemptively managing resistance to change becomes crucial, akin to anticipating snipers before embarking on a path.

This mindset aligns with the origins of communication in early human societies striving to establish norms and social structures. Conversation emerged as an art form to coexist, evolving beyond mere information exchange. Encouragement lies in nurturing dialogue and genuine conversation with observers, enhancing their role through support systems and peer accountability.

Communication, then, extends beyond transmission to confirmation of understanding, substantiated by evidence of comprehension. This closing of the loop signifies true dialogue. As we engage in conversations, let's ask ourselves: Are we listening to respond or to genuinely comprehend?

In essence, communication surpasses information-sharing, involving a reciprocating process that ensures understanding. Let's transcend the notion that communication solely involves disseminating information."