Coaching Tip:

If you want to improve performance,
instead of setting the bar higher,
build greater capacity.

Put It Into Practice

Step 1: Recognize that not all employees and team members are motivated by the "continuous improvement" model. Some people misinterpret and even resent management efforts to raise the bar on performance standards. They may say to themselves, "Management is NEVER satisfied. No matter how much effort I put in or what kind of results I achieve, it is never enough." This is especially true in business environments asking employees to "Do More with Less" and in high-pressure sales environments.

Step 2: Conceptualize your performance improvement initiative around a capacity model. Examples: Think BTUs, not thermostat control. Think horsepower, not acceleration. If your computer is running slow, make sure you have sufficient memory and processing power. Ask yourself, what hardware upgrades (infrastructure) do I need to support the full functionality of the software (human resources)?

Step 3: Focus your efforts on identifying and eliminating individual and organizational barriers to growth in the following areas:
1) Communication: How can you improve the quality of communication between team members and management, within the team and across organizational silos?
2) Environment: What changes in the workplace layout and organizational culture would create a more positive work environment?
3) Tools: What job aids could be created to reinforce business processes and standards? Do technological tools work reliably? Are they integrated into the business process? Do team members know how to use them effectively?
4) Knowledge & Learning: To what information do team members need access? What additional skills and experience do they need to perform roles effectively? What feedback mechanisms are in place to help team members identify what's working and what's not?
5) Reward & Recognition: Is compensation aligned with performance goals? What processes are in place to inspire individual motivation from the inside out?

Definition
capacity n. 1) The ability to receive, hold, or absorb. 2) The power to learn or retain knowledge. 3) Innate potential for growth, development, or accomplishment. --dictionary.com

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