The Power of Transparency

Need to build up department credibility within your organization? Start thinking about transparency.

One sure way to improve your standing, is to begin measuring what's important to your customers (whether they're internal or external) and publicly reporting your results.

This technique bares your performance to the world. While it may be a tough pill to swallow, when you first do it, it does accomplish a few things.

1. First it shows that performance improvement is important to you, your team and your customers.

2. It demonstrates (or sets the expectation) that you're doing something to improve.

3. It frames the challenge objectively rather than subjectively. You can begin to have fact based discussions.

4. It tracks improvement progress.

5. It begins to focus your team on corrective action rather than on explaining away the problems.

6. It helps identify whether you're measuring the right things. (i.e. if your metrics improve but your customer's aren't happy, it's time to re-examine what you're measuring!).

Some basics about transparency....

1. Setup customer feedback mechanisms for all your critical processes or services. These can be suggestion boxes, electronic surveys, blog comments...whatever works.

2. Allow comments to be anonymous. Yes, there will always be a few idiots who take advantage of this, but in the end, I think it allows for more honest feedback.

3. Communicate what you're doing to improve and why it matters. (For technical departments, R&D, or I.T.) think in terms of a WIIFM (what's in it for me?) statement, rather than relying on technical jargon. Respond to suggestions (either individually, if possible) or in summary form, on an internal website or a group email.

4. Start somewhere. Becoming transparent can be a daunting task. Pick one process, measure and post the results. Communicate your improvement efforts. Survey occasionally.

Transparency is part of an ongoing process. It's a management philosophy. It's an ongoing dialog. If you're not doing it now, it's worth trying.