Creating a 'New Normal'

When systems fail repeatedly, even smart people begin to see this as normal. In this post, Operations Director, Imelda Kehoe discusses how she created a New Normal by adopting the concepts of Lean, Change Management and using her experience as a former Intensive Care Nurse to shape a New Normal and take the Operation from Chaotic Workshop to an impressive Manufacturing Facility. 

'Through my years of building a Technical Operation from Ground-Up, I became a 'Quality Warrior' and saw System Failures as if they were blows to my HEART! But I also learned that they were like a gift from the Universe, telling me what we needed to focus on. 

When unsafe conditions or behaviors occur without consequence repeatedly, people begin to see them as normal rather than risky. This reduces the perceived urgency to address near misses and risk and leads to more Fire Fighting.

You have got to change this by modelling Good Behavior and creating a new Normal. It's very difficult to do and you need the backing of your Management Team.

This is what I learned were the contributing factors and what we did about it:  

You do this by:

• Leading the charge.
• Not ignoring things when they go wrong.
• Not tolerating anything (or anyone) that disrupts the mission.
• Creating systems and procedures so that everyone understands what 'good' is
• Clarity on the Mission.
• Clarity on roles and responsibilities.
• Clarity on priorities.
• Positive reinforcement of good behavior.
• Training in Safety, Lean, seeing good examples out in the world.
• Repeat…

This is not easy! When you have a multitude of priorities and maybe you are Fire Fighting…? It takes time but it does get better, Trust Me, I was there too.'

You Got this! 

Imelda Kehoe