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Where there is a (performance) gap there is a concern

I had a really good day yesterday working with a client's team.

The team has issues. Plenty of issues. Some are managerial issues, some are people issues and some are production issues.

When I first met the team they didn't know what to do with their issues, so I started by helping them to see more issues.

Issues everywhere, they didn't seem very impressed.

And then we captured the issues as 'concerns' into the tried and tested 'concern cause countermeasure' format and followed the process:

Concerns probed for root causes and root causes converted into countermeasures.

Soon they realised that some of their root causes dealt with numerous concerns and they gained momentum.

Yesterday we pulled another one of their processes apart and identified all of the gaps. The gaps became concerns and we fed them back into the process. Now they have a practical action plan (of countermeasures) to upgrade the process in question.

What do you do with your performance gaps? Do you feed them into this framework (or a similar one), or do you let them slip away just to be re-discovered in a few week's time?

If you have a gap in your business, especially a performance gap, then look into using the concern cause countermeasure (also known as CCC or 3C) method and doing something simple and constructive with them.

This approach is a brilliant way to create a fast action plan and if you need a little help with this method check out the StreamLiner software or the Pocket CCC Android app.

Don't leave the gaps and walk away, capture them, convert them and then implement the change.

You won't be disappointed with the results.


About the author Giles Johnston is a Chartered Engineer who specialises in helping businesses to grow and improve through better business processes. Giles is also the author of Business Process Re-Engineering and creator of the 'Making It Happen' continuous improvement toolkit.

concern cause countermeasure
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