Why you should upend the hierarchical pyramid
The inverted pyramid is by no means a new phenomenon. But when it comes to upending the traditional hierarchy in organizations, implementing it is easier said than done. A model where the tip of the pyramid is at the bottom so the ‘higher ranks’ can serve those at the base isn’t as common as it should be. It’s a shame, especially because it’s incredibly beneficial in terms of efficiency. And if you want Visual Management to be effective at all, you need to toss the top-down approach out of the window altogether.
‘Bottom-up’ is the way to go
Let’s take a closer look at the bottom-up approach. Why exactly is it so effective? Well, if properly implemented, it empowers employees, enabling them to influence the results of their actions. They’re no longer a ‘helpless’ cog in the machine, mechanically carrying out some assigned task. They play an active role in increasing productivity and achieving optimal outcomes.
Visual Management illustrates why this is the case. If you share information with people on the work floor, they should be able to make decisions based on this data. Cygnific has understood it perfectly: the organization believes wall displays exist for employees, not for managers.
An example: when Cygnific’s (an Air France-KLM subsidiary) call center is flooded with calls, it’s paramount that customers are helped swiftly. After all, nobody likes to be put on hold for an extended amount of time. Through Visual Management, employees get an at-a-glance overview of the status quo. If it’s busy, they can decide to keep the conversations brief and efficient. But at quiet moments, an employee may choose to share some additional tips with a customer so as to build a good relationship. The employee is free to do so, because Cygnific doesn’t measure performance based on the Average Handling Time (AHT). The latter wouldn’t allow contact center agents to seize opportunities like these, which add value to the conversation and contact experience!
Ready to upend the status quo?
Want to explore your Visual Management opportunities? Please don’t hesitate to contact us. We’d be happy to perform a Quick Scan and discuss your information sharing strategy.