Wednesday, August 17, 2011
Managing Crisis
Over the years, I have noticed that owners and managers handle crises differently. Some take the "all knees and elbows" approach while others go ultra slow and methodically. Another interesting observation is the apparent contradiction to what is classified as a crisis. Is everybody right? Are these just "style" differences? I am going to explore over the next few posts what are the key elements and approaches needed to successfully manage your way out of constant "fire fighting" mode.
Let's start by describing "fire fighting". As with real fire fighting, we are talking about a situation that appears to you and/or leadership as an emergency. Immediate attention is needed. All other work ceases and this becomes your ONLY priority!
How do we know it is a fire? What guidelines do we use to determine it is in fact a fire? Before an actual problem occurs we need to establish the criteria that will be used for evaluation. This is how we are going to determine what and when a problem falls into this category. Remember, all items that hit here get all resources, time, and people needed to resolve it now. Do you really want to waste your company's money by overspending on fixing a problem that is not an emergency?
So let me offer a couple high level filters. First, are people's lives in immediate danger? Ok so maybe this would be rare at your company but this needs to still be a criteria.
Secondly, is the situation going to directly impact the company's ability to meet customer order delivery? Or another way to look at this is, "how will this situation impact our customer?" As a business owner virtually everything you do as a business should be run through this filter. Remember, customers are why you are still in business!
One final point, non-emergency items can turn into emergencies when ignored! It is vitally important that we don't try to rely totally on our "sharp" memory. If you are like many typical owners, you have many responsibilities in various areas of your business. Do yourself a favor. Write it down! I can not say enough about writing down your to-dos in one place.
Next time we will take a look at tackling the crisis once and for all!
How do we know it is a fire? What guidelines do we use to determine it is in fact a fire? Before an actual problem occurs we need to establish the criteria that will be used for evaluation. This is how we are going to determine what and when a problem falls into this category. Remember, all items that hit here get all resources, time, and people needed to resolve it now. Do you really want to waste your company's money by overspending on fixing a problem that is not an emergency?
So let me offer a couple high level filters. First, are people's lives in immediate danger? Ok so maybe this would be rare at your company but this needs to still be a criteria.
Secondly, is the situation going to directly impact the company's ability to meet customer order delivery? Or another way to look at this is, "how will this situation impact our customer?" As a business owner virtually everything you do as a business should be run through this filter. Remember, customers are why you are still in business!
One final point, non-emergency items can turn into emergencies when ignored! It is vitally important that we don't try to rely totally on our "sharp" memory. If you are like many typical owners, you have many responsibilities in various areas of your business. Do yourself a favor. Write it down! I can not say enough about writing down your to-dos in one place.
Next time we will take a look at tackling the crisis once and for all!
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