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Stepwise Success

Moving That Needle

Published April 21, 2016 3:15 PM by Scott Warner

One of the phrases I hear lately is “we need to move the needle,” meaning enough effort has to be put into change to not just make it stick, but change what matters. This might be customer satisfaction scores, test volumes, or cost containment.

If there’s one thing that change has taught me, it’s that no matter how much things change they seem to stay the same. The needle almost never moves.

I’ve witnessed countless alphabet soup campaigns, LEAN initiatives, customer service gimmicks, changed hours, changed protocols, and new technology. It isn’t so much that each change is filled with false promises or defeated by dashed hopes. In fact, we can all be easily convinced that any of these things can make a difference. They almost never do. Change is a constant in a world stubbornly set in the present rather than anticipating the future.

Why?

There are several good reasons. We are motivated by emotions, not numbers. Data is an excellent rationalization tool, but it won’t convince people to change how they feel about something. We each have a gut feeling about what works and what doesn’t based on the culture we work in. That is an extremely powerful force to try to overcome from within. Indeed, it may be impossible for a negative culture to change itself.

We are also motivated by leadership, a quality rare enough that we don’t just know it when we see it - we are surprised. I think leadership is a skill like many others that can be acquired with a good working knowledge of what it is. Without good leaders who can articulate a vision and make decisions that cement values in place, change is just pointless change that has no lasting effects.

Finally, each of us views change as something different. The classic management wisdom is “people hate change,” which is misleading. People love change if it means making their lives more convenient. What they don’t like about change varies enormously. Some don’t like change because they don’t trust the motives behind it; others don’t like it if they weren’t included in the decision making; still others have too much stress in their life outside of work to deal with one more change. Management frequently forgets that change happens everywhere in life, and often a workplace is the most stable environment a person has.

So, how do we move that needle?

For me why people are “resistant” hints at the answer. We need leaders who are not afraid to motivate people with emotions and who understand that our work lives are but a part of whatever we are going through. We need leaders who can articulate in plain, blunt language the stakes. We need the values to be articulated honestly and plainly enough to be supported by human interest stories that really motivate people. Leadership needs to walk the talk.

But that’s just me. What about your lab?

NEXT: Is PCR Ready for Small Labs?

1 comments

Great post about change.  I do believe that it matters how a leader introduces change.  You hit the nail on the head!

Teresa Dunnam April 28, 2016 9:50 AM

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About this Blog


    Scott Warner, MLT(ASCP)
    Occupation: Laboratory Manager
    Setting: Critical Access Hospital
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