Personal Best - Video

It’s easy to forget that measurement can directly contribute to motivation and continuous improvement.

Griff has just beaten his personal record for swimming lengths at the local baths. He proudly shares his success with a stranger (Mel Smith). A conversation follows during which Griff displays his ignorance of the real value of measuring performance. While he understands the use of measurement for motivating himself as a swimmer, he fails to translate this to his role as a manager. He sees the collection of statistics as a paper exercise that managers have to do in order to please the bosses. He believes that you motivate people by showing them where they’re going wrong and by shouting at them.

Mel tries to point out what measurement is really for, that it is used to motivate, to find out what the customer wants; in other words, to contribute to the process of continuous improvement.

We discover that Mel and Griff work for rival companies who supply hot-air hand-dryers. Griff discovers that his company’s product, which used to be in the changing room, has been replaced – by a product from a company that knows how to use the information that it measures. Yes, it’s Mel’s.

Produced by PlayBack Communications

Who could benefit?

• Managers, supervisors, team leaders, quality teams and leaders

Key learning areas

• Why performance should be measured
• Measurement as a motivation tool
• How to improve customer satisfaction

Running Time  

8 minutes

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