People before process
So many times the questions we ask in order to improve efficiency / reduce waste / define SLAs etc. are:
- What do we need to do more of?
- What do we need to do less of?
How about reframing them.
Turn the question around to get some perspective on how people feel about their job.
First get interested in people, then on outcomes.
- What things that you do are you most proud of?
- What things make you drag your feet every morning?
The root causes of problems are not that hard to identify. They are hard to face and act upon.
People before process. Ask better questions.