Nine Questions Every Business Leader Should Ask

ericaleeconsulting.com [email protected] @ejdlee

9 IMPORTANT QUESTIONS Every Business Leader Should Ask

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by Erica Lee Garcia

“Even though different businesses require different tools, any leader can improve their business by asking the right questions.”

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About the Author My name is Erica Lee Garcia, and I’m the engineer and consultant behind EricaLeeConsulting.com.

I founded Erica Lee Consulting to assist companies in embracing leaner, more efficient, less impactful and more sane ways of working.

Working with my clients to develop a healthier, more efficient operation is rewarding for me, and allows them to stop wasting time, energy and budget on things that don’t matter.

Simply put, I’m focussed on making things work better.

I have a Black Belt in Six Sigma, am certified in Lean, and experienced in teaching and applying dozens of problem-solving tools. I’ve worked to bring my passion, energy, talent, and experience to affect positive change wherever I go.

Over my career I’ve been privileged to learn from inspiring men and women leading small businesses, non-profit organizations, and large scale manufacturing operations.

As I reflect on my experiences and the lessons I’ve learned, and the principles I’ve helped my clients apply, I’ve seen that any leader can improve their business by asking the right questions - regardless of their industry.



Taking your business to the next step requires introspection and follow-through.

Erica Lee Garcia, P. Eng.




http://EricaLeeConsulting.com



Nine Important Questions 1. Where can this organization get better? Better can mean different things to different organizations: faster, cheaper, cleaner, safer - fill in the blank with your own word. What we’re looking for with this question, is where a positive change needs to occur. It doesn’t need to be huge, either. In fact, it’s often the small things, when done differently and strategically over time, that make the biggest difference.

Even after years of experience using best-in-industry improvement techniques like value-stream mapping, or 5S workplace organization, etc., I am still thrilled



My work is about making things better. It is equal parts people stuff (team-building, training, communications, change management), financial stuff (evaluating projected and actual value gained from the improvements, linking value to operational budgets, etc) and technical stuff (statistical problem-solving techniques like Lean or Six Sigma).






when the ‘a-ha moment’ occurs, when a client sees through their obstacles to realize that yes, there IS a better idea!

2. How do we get there? Having decided the ‘what’, the biggest question becomes the ‘how’. I’ve led many clients through Strategic Planning and Project Planning discussions to help them break down their big goals into achievable and logical steps, with defined milestones, aligned metrics and a built-in review and communication process to keep everything on track.

3. How can we get the message out there? It doesn’t matter how great your plan is – if you don’t let the right people in on it, it will never happen! Early on in my career, I took on the role of resident ‘communications specialist’. During that time, I learned first hand the value of creating a plan to both hone and deliver key messages to the right people within the organization. (I also discovered that stakeholder management and communications planning are two of my favourite activities.)

4. How are we keeping score? When metrics are not standard across your organization, different people and departments will end up using wildly different measurements. Tools and methodologies are very useful, but unless you can draw a line to your strategic goals and/or financial metrics, they are not worth using. Define the true value of



In my time working for Barrick Gold, I implemented a continuous improvement strategy in Peru. This time was fun - and incredibly formative.






the improvements you are making, and then translate operational improvement into true financial impact.

5. Who is best suited for this role? Matching the unique contributions of the people on your team with the tasks you need to get done is not something you want to leave to chance. This is especially important in situations where new growth is required as a start-up. Getting the right people into the right places will always result in a huge step forward for your business. Whether you call it organizational design or process design - it’s awesome, and I love it.

6. What new information is needed? Equipping your people to move from one level to the next often requires new information. I’ve helped clients develop and deliver original training content. Well executed, the experience of learning something new can be memorable and fun, whether it’s being delivered online as an e-Learning course, or in person delivery. Make sure your presenter has charisma, enthusiasm, and uses creative examples to maximize learning retention!

7. What’s the big picture? Knowing where you’re going is always the first step, and it’s not as easy as it sounds! I’ve learned firsthand the value of being absolutely meticulous in clarifying reasons, next steps, must-haves, deal-breakers and possible alternatives to make that vision razor-sharp. Use brainstorming or visioning aids to help articulate your goals - and if you need an outside pair of eyes, I’m available!



Are your team members maximized? Do their roles match their potential contribution to your overall goals and vision?






8. What might go wrong? It’s always better to be prepared than surprised, whether you’re running an established organization or starting a new venture. Consider incorporating a suite of risk management tools. Not only can these tools begin to identify those unwanted ‘could happen’ events, but you’ll be well equipped to develop a plan to reduce those risks when necessary.

9. How can I rally the troops? The high-impact leaders I’ve worked with all understand that engaging employees makes all the difference when executing improvement.

Often, my clients want to understand their employees’ motivations and behaviours in order to help put those ‘human factors’ to work. I’ve found that designing and implementing management solutions (like change management or project management) accomplishes that goal, resulting in employees who are onside and inspired.



I make it easier for your people to do really, really great work. This starts with understanding your business’ systems (both the technical and ‘human’ processes), and removing as many of the obstacles impeding your growth as possible.






Conclusion: Asking tough questions is a necessary first step to continued improvement. Assess which parts of your business need extra attention, and which parts are poised for growth. Think through them and discuss them with your leadership team - and you’ll discover renewed clarity.

I’d be thrilled to talk more with you about your specific situation (click here to email me). Regardless of whether or not you and I ever work together, though, I’ll be on the sidelines cheering for you!

I wish you all the best as you break apart and solve the challenges in your business’ way!

Connect with me on social media here: • Twitter: @ejdlee • LinkedIn: connect now

Want to keep reading? If you’ve enjoyed this ebook so far, and are interested in learning a bit more about what makes me tick as a person, read on!

The following information will be helpful if you’re considering having me - or someone like me - assist you in helping your organization hit the next level. You’ll find out more about my own personal goals, priorities, values, and work experiences, as well as notes from previous clients of mine.

Cheers!



When it’s time to roll up our sleeves, I’m there!



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My Goals I am always seeking to bring about positive change, both inside and outside of business world. I believe in applying all my passion, energy, talent, and experience to my professional projects and volunteer commitments. I choose to use my skills and education to help better the lives of those people.

It’s important to me that my working skills mesh with my motivation to change the world for the better. Outside of my ‘official’ consulting activities, I support a wide range of professional mentoring, social enterprise and non-profit initiatives.

In both my work and my volunteer projects, I teach people how to break apart and solve problems. I empower them to believe in themselves, help them define what success looks like, and learn to recognize when they have succeeded. I help managers define, communicate, and motivate.

My Core Beliefs and Worldview 1. I believe in the goodness of people.

2. I believe in fairness, and workers being justly compensated for their work.

3. I believe in the inherent value and deservedness of human beings.

4. I believe in the value of doing something new.

5. I believe in freedom, and working to avoid being locked in a mindset.

6. I believe in understanding the people you’re serving.

7. I believe there will always be a better way - and we’ll find it!

8. I believe in creative solutions.

9. I believe in finding the best of both worlds in either/or situations.








My Professional History • Professional engineer with over 10 years experience in automotive

manufacturing, mining and non-profit management. Six Sigma Black Belt, professional change agent, innovator and big-picture thinker. Mentor to students and recent grads who aspire to change the world.

• Significant track record in achieving operational and company cultural improvements through application of Six Sigma, Lean and Continuous Improvement tools. Significant cross-cultural work experience, fluency in English and Spanish.

• Currently starting up Engineers of Tomorrow, a new venture in partnership with Engineers Without Borders Canada that inspires the next generation of game-changers and problem-solvers through effective, impactful engineering outreach to youth and the general public.

• Founded Erica Lee Consulting to assist companies in embracing leaner, more efficient, less impactful and more sane ways of working. Founded Engineer Your Life to help recent engineering grads find confidence and clarity in their life choices.

• Managed startup of social enterprise (recycling and poverty reduction initiative) in Buenos Aires, Argentina. Proud member of Kitchener Rotary Club and Cherie Blair Foundation Mentoring program for women entrepreneurs, and the Council of Big Beacon, a movement to transform engineering education.



Part of my process is creating documentation, and standardizing processes.






Frequently Asked Questions 1. Erica, how does your work impact my employees or staff? By enhancing the human side of operations, the culture of an organization unquestionably improves the quality of life (and productivity!) of everyone in it. I work to build bridges of connections and capacity between people. I connect people to the potential in themselves, and each other. I make it easier for them to do great work.

2. Erica, how does your work impact the technical side of operations? It all starts with asking ‘How could we do this better?’ That question is the first step on a journey to making your business, non-profit or manufacturing company a healthier, more efficient operation - allowing you and your team to stop wasting



This is me during a partnership with a non-profit in Argentina. Beautiful people, rich culture, and fulfilling work!






time, energy and budget on things that don’t matter. I help make your operations more streamlined, and maximize your resources.

3. Erica, how do I know you can help me? Generally, there are a few specific things I look for in a situation, symptoms that indicate someone with my skill set is needed.

persistent problems individuals haven’t been able to solve

low-morale, dysfunctional teams

repetitive work-process (ie: creating large amounts of a product or outcome)

situations where the next step isn’t clear

The tools I use help define to problems, systematically analyze processes, and identify the root causes of hidden problems.

4. Erica, what solutions do you bring to the table? I work alongside my clients to help them make better decisions with data, process and improvement tools. I love collaborating and helping you succeed, but until you know what’s going on, you can’t innovate. Innovation requires standardization.

5. If we work together, what will you need from me? In an ideal world, my clients work with me to identify their problem, design the solution, and oversee its implementation. The success of this process depends on a few things:



In all my projects, I work to create an environment where people are able to share, contribute, and connect with one another.






1. I’ll need time with the decision maker to determine first that yes, we’re moving forward, and secondly decide how we’ll measure success.

2. It’s critical that my clients and I have a clear understanding of the vision they’re working to achieve. I want to know your goals. Tell me what your ‘better’ looks like!

3. I’ll need clear access to the information I need to do a great job. That might look like data records, employee interviews, etc.

6. Erica, what makes you feel great about your work? The work I do is inextricably tied to the big vision, the ‘why’ behind my clients work. It makes sense, then, that perhaps the most fulfilling element of my job is knowing I’ve helped a client achieve break-through. I am so proud when my clients do something they originally thought they couldn’t. I also feel really great when my clients demonstrate increasing ownership of and pride in their work.

What Past Clients Have Said Anna Plaskett, OwnerHeartSparks Music Therapy

“It was vulnerable to ask for help and to be accountable to someone else, but having Erica check in with me every two weeks was excellent. Having her there to hold my hand and support me along the process was really helpful; it could have been so overwhelming.

I went into this wanting to improve my business processes - and now I’ve freed up space to do a lot more creative work… I’ve got lots of ideas for making a children’s








cd, offering workshops - and I feel like now that I’ve got these systems and processes in place I’m able to move back to the creative work I really love.

Erica helped me design my business to match up with my values and life goals; that was really important for me. Thanks to Erica, I’ve been able to grow and keep HeartSparks a heart-centred business.”

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Paul Boire, Plant ManagerMagna PowerTrain

“We needed to kickstart our Lean Manufacturing efforts in order to drive higher levels of performance on our Production and Quality KPIs. Erica created two original training programs to give our operational employees clarity about how their actions affect the plant’s success. She also facilitated two Kaizen rapid improvement events. She took time to make everything relevant and easy-to-understand, created high-quality materials and delivered the material with enthusiasm and energy. We got over 90% positive response from the participants in the programs Erica created.

We saw an immediate positive shift in our Quality and Production KPIs following the both the training and improvement events that Erica led. Several months later we are still seeing fantastic results. Our Lean journey continues to build successfully on the solid base that Erica’s work provided.”

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Sanjeev Verma, Corporate Motivational Wellness Speaker

“Erica’s methods really helped me build clarity around where I need to focus to grow my business. She brought up excellent questions for me to consider, helped me organize my thinking, and provided lots of ideas and encouragement.”








———————————————————————————————————Bernie Sostak, Director Resource and Reserve StrategyBarrick Gold Corporation

“Erica is a well organized person who demonstrates good processes to drive additional value through excellent capture and monitor systems that benefit all companies at all levels. I would recommend Erica in improving key business drivers to

add rapid value as well as long term accretive improvement tracking and reward mechanisms.”

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Allen T. Wilkes, Regional Manager, Business ImprovementBarrick Gold Corporation

“Erica does an excellent job engaging employees and teams to improve the results of their work; the safety, efficiency and profitability of what they do every day. Erica is very strong technically. Her work builds

ownership and creates sustainable solutions. Erica and I delivered improvement programs and trained improvement coaches together at Barrick. She is excellent to work with, always positive, and is dedicated to delivering results.”

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Glenn Tome, Engineering ManagerVLS Group Inc. (Woodbridge)

“Erica taught very interesting and informative continuous improvement training classes.”



I live life to the full - and that means being fully engaged with my work, and my play!






Three Day Kaizen Improvement Event - Participant Feedback

Want more of Erica? Book your complimentary introduction here: Erica.YouCanBook.Me

Click through below to read some of my own favourite blog posts: 1. I’m from Walkerton 2. The Tale of What We Measure 3. What I Learned in the Jungle 4. Designing for Clarity 5. Engineering for Social Inclusion in Buenos

Aires Connect with me on social media here: • Twitter: @ejdlee • LinkedIn: connect now



“Attend Erica’s continuous

improvement training if you have a

chance!” (Team Leader)

“She’s a great organizer, efficient,

and with great timing.”

(Maintenance Team)

“Great communicator, asked lots of questions very

enthusiastic. (Supervisor)

“She was very smooth on delivering message to all team

members”(Process Engineer)

‘She was well prepared. Had the prep work and the

whole team involved.’(Team Member)

“She was very strong on topics and very

knowledgeable. Thanks Erica, excellent job.”

(Process Engineer)

“Fantastic.”(Process Engineer)

“It was very worthwhile. The new

process flow we developed is excellent.”(Production Supervisor)

*In a recent training event, 83% of attendants scored my course at a ‘Very Good’ level. 17% scored my training at a ‘Good’ level.



http://www.erica.youcanbook.me

http://www.ericaleeconsulting.com/2012/08/31/im-from-walkerton/

http://www.ericaleeconsulting.com/2012/11/01/the-tale-of-what-we-measure/

http://www.ericaleeconsulting.com/2012/02/06/what-i-learned-in-the-jungle/

http://www.ericaleeconsulting.com/2012/10/03/designing-for-clarity/

http://www.ericaleeconsulting.com/2012/05/01/engineering-for-social-inclusion-in-buenos-aires/

http://www.twitter.com/ejdlee

https://www.linkedin.com/profile/view?id=7907991&authType=NAME_SEARCH&authToken=qOtt&locale=en_US&trk=tyah2&trkInfo=tarId%3A1421090757889%2Ctas%3Aerica%20%2Cidx%3A1-3-3



Nine Questions Every Business Leader Should Ask

Leadership & Management

Transcript of Nine Questions Every Business Leader Should Ask