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| When it comes to making intentional faith-at-work connections, it happens best when the connections are specific, measurable and relevant. |
Last week I introduced a "thought template" called The DADI Plan. Today, I'll complete the process by explaining the final step in the Plan: Implementation.
When it comes to being intentional about living out the implications of our faith in the workplace, our aspirations will remain in the realm of "good intentions" until there is a S.M.A.R.T. plan of action:
S = Specific
M = Measurable
A = Attainable
R = Relevant
T = Time-Oriented
Although the S.M.A.R.T. acronym is often attributed to Peter Drucker, is believed to have first been coined by George T. Doran, in the November, 1981, issue of Management Review. For a concise explanation of S.M.A.R.T., see the Wayne State University summary here.
The point is, a good plan of implementation has specific and measurable objectives that are not only attainable (no "pie-in-the-sky"), but relevant to our situation, and accomplished within a certain time-frame (not "by-and-by").
In the case of Don Flow, whom I am using here as an example, if he were employing The DADI Plan to think through the implications of his faith for customer service, the final step in his DADI Plan process might look something like this:
I will put kiosks into the showroom floor that will enable employees to show customers all the information they need to make a good decision regarding the purchase of a car.
I will require employees to give customers a realistic estimate of the time it will take to fix their cars, with the commitment that if it takes longer, we will deliver the car at our own inconvenience--not the customer's.
I will require my employees to make only one call to explain the repairs needed, and the price. If the problem is misdiagnosed and the problem costs more, we will eat the difference.
If we do not fix the car right the first time, we will not charge for the second. If it takes a second time, we will pick up the car and return it fully detailed, with a full tank of gas.
I will implement these policies over the next 9 months.
For a copy of the complete DADI Plan as I speculate Don Flow might have filled one out, based on what I know about his beliefs and practices, click here.
Click on the names below for more samples:
William Wilberforce
George Washington Carver
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