Effective Policies & Procedures Getting the Performance You Need Ken Langer Workwell Manager, Central East (416)

The Code of Hammurabi – 2250 BC If a builder build a house for some one, and does not construct it properly, and the house which he built fall in and kill its owner, then that builder shall be put to death If it kill the son of the owner the son of that builder shall be put to death If it kill a slave of the owner, then he shall pay slave for slave to the owner of the house If it ruin goods, he shall make compensation for all that has been ruined, and inasmuch as he did not construct properly this house which he built and it fell, he shall re-erect the house from his own means

Laying the Foundation Policy Statement, policies and procedures. Initial and ongoing communications. Role definition and performance expectations. Training. Formal and informal review processes. Progressive disciplinary process. Strength and Will

Safety & Health Policies & Procedures Health and Safety policies and procedures need to be, Current Comprehensive Communicated Compliant Common Sense How do we lose credibility? In Toronto, it’s illegal to drag a dead horse down Yonge Street on a Sunday City of Toronto By-Law

Communications Communications need to be, Heartfelt. Continuous. Documented. At the right level. Both ways. How do we lose credibility? “I'm going to say this again: I did not have sexual relations with that woman, Miss Lewinsky.” William Jefferson Clinton

Roles & Performance Expectations Roles and Expectations need to be, Clearly defined. Communicated. Documented. Informally evaluated and reinforced continuously. Formally evaluated on a regular basis (No Surprises!) How do we lose credibility? “I know you think you’re doing what I think I told you to do but this is all wrong.” Ken Langer

Training Training needs to be, Topical. Documented. Evaluated and reinforced continuously. Able to demonstrate knowledge/skills transfer and retention How do we lose credibility? “Read this training manual before tomorrow and let me know if you have any questions.” Anonymous

Creating Behaviour Corporate Targets Divisional/Branch Targets Managerial/Supervisor/Lead Hand Targets Individual Targets Behaviour enhancing actions Behaviour suppressing actions

Measuring Results Define what results you want – 7% reduction in slips, trips and falls. Benchmark the base measurable. Create and implement the strategy and tactics to achieve the target. Define and create reporting systems. Ready, Fire, Aim.

Progressive Discipline People need to know what the expectations are. People need to know what the penalties are. Must be fairly and equitably applied. Clearly documented. Strength & Will.