{"id":13398,"date":"2023-06-06T11:20:40","date_gmt":"2023-06-06T03:20:40","guid":{"rendered":"https:\/\/newsletter.bluebeecloud.com\/en\/?p=13398"},"modified":"2023-06-06T15:37:10","modified_gmt":"2023-06-06T07:37:10","slug":"5-solutions-to-mitigate-the-impact-on-staff-turnover-on-your-smart-om","status":"publish","type":"post","link":"https:\/\/newsletter.bluebeecloud.com\/en\/reliability\/5-solutions-to-mitigate-the-impact-on-staff-turnover-on-your-smart-om\/","title":{"rendered":"5 solutions to mitigate the impact of staff turnover on your Smart O&#038;M"},"content":{"rendered":"<div style=\"text-align: justify;\"><strong>Staff turnover is the number one cause of system usage problems for our clients <\/strong><\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\">The 2022 Siveco China Customer Satisfaction Survey Report (April 2023) revealed that \u201cstaff turnover or management changes have a major impact on [system] usage and [customer] satisfaction (that can be mitigated by communication and training)\u201d. A \u202f<a href=\"https:\/\/newsletter.bluebeecloud.com\/en\/reliability\/2022-customer-satisfaction-survey-report\/\" target=\"_blank\">summary of the survey report<\/a>\u202f was published in our newsletter and the full report was sent to all clients. <\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\">Indeed, a detailed analysis of the results showed that virtually all \u201cstrongly disagree\u201d responses emanated from companies subject to recent turnover! As a result, either the goals of the Smart O&#038;M project, the established usage processes, or in some cases the existence of the system itself, were forgotten. This phenomenon is not uncommon in China, where a top-down management culture with lower echelons awaiting management instructions is still common. <\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\">As the report stated: \u201cAs part of the ISO 55000-driven approach advocated by Siveco China, alignment between management and end-users, between strategic goals and execution, is essential.\u201d  <\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\">It is our opinion and experience that, once this problem is understood by clients, it can be prevented or mitigated by simple and highly cost-effective measures. <\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\">This article results from an action listed in the survey report, the decision to run an information campaign on: awareness of the impact of staff and management turnover on Smart O&#038;M usage and how to mitigate it. <\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\"><strong>Analysis and advice by our Customer Service team <\/strong><\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\">Since an operational management system heavily relies on people for daily use, staff turnover can have a significant impact on its effectiveness. Based on past experiences and collaborations with various clients, this article authored by Siveco China&#8217;s Customer Service Director Sunny Wang, aims to summarize the effects of staff turnover across different levels of operation in the long-term maintenance process of the system, and to suggest our recommended solutions to address these challenges.  <\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\"><strong>Top management <\/strong><\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\">Typically, top management do not directly use the O&#038;M system, but they receive analytical reports from the system that inform them of the equipment&#8217;s operation on-site. These reports allow them to track and analyze data and provide management suggestions. Therefore, when turnover happens, if the new management people don&#8217;t know the system and the related reports timely, there may be a lack of decision-making basis for management. Top management has a great influence on the system&#8217;s effects. Moreover, new top management may have new objectives, which call for improvements or updates of the system. Failure to communicate these needs with the system supplier in time could result in a misunderstanding that the system and management requirements do not align. Therefore, when there is a top management turnover, it is recommended to obtain core model documents timely and communicate with us for addressing the new needs. <\/div>\n<p>&nbsp;<\/p>\n<div class=\"wp-caption aligncenter\" style=\"width: 545px; height: 221px;\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/newsletter.bluebeecloud.com\/en\/wp-content\/uploads\/2023\/05\/staff turnover 01.png\" alt=\"\" width=\"540\" height=\"221\" \/><\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\"><strong>Middle management<\/strong><\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\">In this context, middle management includes maintenance managers, maintenance supervisors, engineering managers, equipment supervisors, etc. The O&#038;M Management System is their key management tool for daily work, and they must be proficient in its use to align it with their management needs. Consequently, for new middle management, we give suggestions as below: <\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\">\n<ul>\n<li>Complete the system training of 1-2 days to understand its capabilities and the necessary data for monthly reporting. <\/li>\n<li>Acquire all core project documents. <\/li>\n<li>After using the system, please communicate with us to make necessary adjustments to tailor it to current management needs. <\/li>\n<\/ul>\n<\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\"><strong>Administrator<\/strong><\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\">System administrators play a crucial role as they act as the main users and the bridge between us and clients. Their proficiency in utilizing the system can significantly impact the system&#8217;s effectiveness and the enthusiasm of other users. Therefore, we recommend that clients provide a 4-day training for new administrators after turnover. Training will cover everything the new administrator needs to know, to fully understand the system, including adding, deleting and updating master data, managing transactions, user and user group permission and system configurations. Certainly, we always provide user manuals and help documents during the project delivery. We could also provide online videos and replays of public coursesfor self-learning to the clietns under support (efficiency may be lower). Usually, users share feedback primarily with administrators. If the administrator lacks essential knowledge, issues may could not get timely solved. The lack of administrators may result in a weakened system effect and failure to resolve the problems in time. Inadequate administrator training can impact work effectiveness and user experience. <\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\"><strong>Other key users<\/strong><\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\">Other users, such as production and operation departments which need to report failures, must also receive proper guidance after staff turnover, or it will impact the execution of the standard workflow and result in untimely and non-standard feedback on failures. Without timely training and system-using tips, the new engineers may struggle with work order feedback and regular maintenance plan updates, resulting in lower report accuracy. Similarly, new technicians who lack training will have lower efficiency and do irregular work orders, which can impact the workload of the engineers and the accuracy of data analysis. Administrators can conduct training for these users. <\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\">In a word, regardless of the level of staff turnover, it is recommended to inform Siveco China first for obtaining the necessary information. Then, customed training should be considered depending on the employee&#8217;s role. Once the new managers get familiar with the system and designed core model, an improvement project may be necessary to meet new management needs. <\/div>\n<p>&nbsp;<\/p>\n<div class=\"wp-caption aligncenter\" style=\"width: 329px; height: 285px;\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/newsletter.bluebeecloud.com\/en\/wp-content\/uploads\/2023\/05\/staff turnover 02.jpg\" alt=\"\" width=\"324\" height=\"280\" \/><\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\"><strong>Summary: 5 solutions to prevent and mitigate turnover risk <\/strong><\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\"><strong>1. Maintain and use the \u201cCore Model\u201d <\/strong><br \/>\nThe \u201cCore Model\u201d document that define goals, principles and usage of the system is created during the initial project and is intended as a management tool. Keep this document up to date as part of your continuous improvement efforts. Refer to the \u201cCore Model\u201d as needed, use it to share knowledge of the system and to inform new managers upon joining. More generally, maintain all project and system documentaton carefully, as you would for equipment documentation or drawings. Note that, in case you have lost documents or simply cannot find them, contact your Siveco China support team: as part of our customer service, we also maintain a repository of all documents produced by us during projects.\n<\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\"><strong>2. Ensure new staff are trained either internally or with Siveco China\u2019s help <\/strong><br \/>\nMost HR departments are not aware of this need or of the system\u2019s existence. Most company staff do not realize that the training budget can be used for this purpose, to train new staff in using management tools and to provide refresh training for existing staff. Siveco China provides different levels of training programs for this purpose.\n<\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\"><strong>3. Talk to Siveco China whenever new management needs emerge or when your organization changes  <\/strong><br \/>\nSimply contact our support hotline, whose role is not limited to IT issues! For clients under \u201cEnhanced Maintenance\u201d contract, Siveco China will proactively seek new needs: please understand this is part of the service purchased by your company (note that when management turnover occur, the scope of our support contract may also be forgotten \u2013 it is of course well documented) and cooperate freely with us!\n<\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\"><strong>4. Pay great attention to the role of \u201csystem administrator\u201d <\/strong><br \/>\nThe system admin role is previous as many of the actions above will be under his responsibility. Regular training should be provided. The job description, training plan (upon joining and recurring) should contain information related to the Smart O&#038;M system, so that management, including HR department, can manage this role properly.\n<\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\"><strong>5. Kill all the birds with one stone: implement a highly visible Smart O&#038;M solution <\/strong><br \/>\nWe emphasize using big-screen report, QR code tags, workers using mobile. By doing so, the existence of the system becomes very difficult to hide (even by \u201cshy\u201d team members) when new managers come onboard! The system becomes obvious to all, any newcomer will see it and enquire (often simply by looking at the screen and talking to workers using the mobile). This is one reason why \u201csmarter\u201d projects are more successful <a href=\"https:\/\/newsletter.bluebeecloud.com\/en\/reliability\/the-smarter-the-better-lesson-from-the-customer-satisfaction-survey\/\" target=\"_blank\">as explained in this previous article<\/a>.\n<\/div>\n<p>&nbsp;<\/p>\n<div class=\"wp-caption aligncenter\" style=\"width: 545px; height: 111px;\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/newsletter.bluebeecloud.com\/en\/wp-content\/uploads\/2023\/05\/staff turnover 03.jpg\" alt=\"\" width=\"540\" height=\"111\" \/><\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\">Do not hesitate to contact our Customer Service team to talk about implementing those actions! <\/div>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<div style=\"text-align: justify;\"><strong>Staff turnover is the number one cause of system usage problems for our clients <\/strong><\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\">The 2022 Siveco China Customer Satisfaction Survey Report (April 2023) revealed that \u201cstaff turnover or management changes have a major impact on [system] usage and [customer] satisfaction (that can be mitigated by communication and training)\u201d. A \u202f<a href=\"https:\/\/newsletter.bluebeecloud.com\/en\/reliability\/2022-customer-satisfaction-survey-report\/\" target=\"_blank\">summary of the survey report<\/a>\u202f was published in our newsletter and the full report was sent to all clients. <\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\">Indeed, a detailed analysis of the results showed that virtually all \u201cstrongly disagree\u201d responses emanated from companies subject to recent turnover! As a result, either the goals of the Smart O&#038;M project, the established usage processes, or in some cases the existence of the system itself, were forgotten. This phenomenon is not uncommon in China, where a top-down management culture with lower echelons awaiting management instructions is still common. <\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\">As the report stated: \u201cAs part of the ISO 55000-driven approach advocated by Siveco China, alignment between management and end-users, between strategic goals and execution, is essential.\u201d  <\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\">It is our opinion and experience that, once this problem is understood by clients, it can be prevented or mitigated by simple and highly cost-effective measures. <\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\">This article results from an action listed in the survey report, the decision to run an information campaign on: awareness of the impact of staff and management turnover on Smart O&#038;M usage and how to mitigate it. <\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\"><strong>Analysis and advice by our Customer Service team <\/strong><\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\">Since an operational management system heavily relies on people for daily use, staff turnover can have a significant impact on its effectiveness. Based on past experiences and collaborations with various clients, this article authored by Siveco China&#8217;s Customer Service Director Sunny Wang, aims to summarize the effects of staff turnover across different levels of operation in the long-term maintenance process of the system, and to suggest our recommended solutions to address these challenges.  <\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\"><strong>Top management <\/strong><\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\">Typically, top management do not directly use the O&#038;M system, but they receive analytical reports from the system that inform them of the equipment&#8217;s operation on-site. These reports allow them to track and analyze data and provide management suggestions. Therefore, when turnover happens, if the new management people don&#8217;t know the system and the related reports timely, there may be a lack of decision-making basis for management. Top management has a great influence on the system&#8217;s effects. Moreover, new top management may have new objectives, which call for improvements or updates of the system. Failure to communicate these needs with the system supplier in time could result in a misunderstanding that the system and management requirements do not align. Therefore, when there is a top management turnover, it is recommended to obtain core model documents timely and communicate with us for addressing the new needs. <\/div>\n<p>&nbsp;<\/p>\n<div class=\"wp-caption aligncenter\" style=\"width: 545px; height: 221px;\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/newsletter.bluebeecloud.com\/en\/wp-content\/uploads\/2023\/05\/staff turnover 01.png\" alt=\"\" width=\"540\" height=\"221\" \/><\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\"><strong>Middle management<\/strong><\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\">In this context, middle management includes maintenance managers, maintenance supervisors, engineering managers, equipment supervisors, etc. The O&#038;M Management System is their key management tool for daily work, and they must be proficient in its use to align it with their management needs. Consequently, for new middle management, we give suggestions as below: <\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\">\n<ul>\n<li>Complete the system training of 1-2 days to understand its capabilities and the necessary data for monthly reporting. <\/li>\n<li>Acquire all core project documents. <\/li>\n<li>After using the system, please communicate with us to make necessary adjustments to tailor it to current management needs. <\/li>\n<\/ul>\n<\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\"><strong>Administrator<\/strong><\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\">System administrators play a crucial role as they act as the main users and the bridge between us and clients. Their proficiency in utilizing the system can significantly impact the system&#8217;s effectiveness and the enthusiasm of other users. Therefore, we recommend that clients provide a 4-day training for new administrators after turnover. Training will cover everything the new administrator needs to know, to fully understand the system, including adding, deleting and updating master data, managing transactions, user and user group permission and system configurations. Certainly, we always provide user manuals and help documents during the project delivery. We could also provide online videos and replays of public coursesfor self-learning to the clietns under support (efficiency may be lower). Usually, users share feedback primarily with administrators. If the administrator lacks essential knowledge, issues may could not get timely solved. The lack of administrators may result in a weakened system effect and failure to resolve the problems in time. Inadequate administrator training can impact work effectiveness and user experience. <\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\"><strong>Other key users<\/strong><\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\">Other users, such as production and operation departments which need to report failures, must also receive proper guidance after staff turnover, or it will impact the execution of the standard workflow and result in untimely and non-standard feedback on failures. Without timely training and system-using tips, the new engineers may struggle with work order feedback and regular maintenance plan updates, resulting in lower report accuracy. Similarly, new technicians who lack training will have lower efficiency and do irregular work orders, which can impact the workload of the engineers and the accuracy of data analysis. Administrators can conduct training for these users. <\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\">In a word, regardless of the level of staff turnover, it is recommended to inform Siveco China first for obtaining the necessary information. Then, customed training should be considered depending on the employee&#8217;s role. Once the new managers get familiar with the system and designed core model, an improvement project may be necessary to meet new management needs. <\/div>\n<p>&nbsp;<\/p>\n<div class=\"wp-caption aligncenter\" style=\"width: 329px; height: 285px;\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/newsletter.bluebeecloud.com\/en\/wp-content\/uploads\/2023\/05\/staff turnover 02.jpg\" alt=\"\" width=\"324\" height=\"280\" \/><\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\"><strong>Summary: 5 solutions to prevent and mitigate turnover risk <\/strong><\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\"><strong>1. Maintain and use the \u201cCore Model\u201d <\/strong><br \/>\nThe \u201cCore Model\u201d document that define goals, principles and usage of the system is created during the initial project and is intended as a management tool. Keep this document up to date as part of your continuous improvement efforts. Refer to the \u201cCore Model\u201d as needed, use it to share knowledge of the system and to inform new managers upon joining. More generally, maintain all project and system documentaton carefully, as you would for equipment documentation or drawings. Note that, in case you have lost documents or simply cannot find them, contact your Siveco China support team: as part of our customer service, we also maintain a repository of all documents produced by us during projects.\n<\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\"><strong>2. Ensure new staff are trained either internally or with Siveco China\u2019s help <\/strong><br \/>\nMost HR departments are not aware of this need or of the system\u2019s existence. Most company staff do not realize that the training budget can be used for this purpose, to train new staff in using management tools and to provide refresh training for existing staff. Siveco China provides different levels of training programs for this purpose.\n<\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\"><strong>3. Talk to Siveco China whenever new management needs emerge or when your organization changes  <\/strong><br \/>\nSimply contact our support hotline, whose role is not limited to IT issues! For clients under \u201cEnhanced Maintenance\u201d contract, Siveco China will proactively seek new needs: please understand this is part of the service purchased by your company (note that when management turnover occur, the scope of our support contract may also be forgotten \u2013 it is of course well documented) and cooperate freely with us!\n<\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\"><strong>4. Pay great attention to the role of \u201csystem administrator\u201d <\/strong><br \/>\nThe system admin role is previous as many of the actions above will be under his responsibility. Regular training should be provided. The job description, training plan (upon joining and recurring) should contain information related to the Smart O&#038;M system, so that management, including HR department, can manage this role properly.\n<\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\"><strong>5. Kill all the birds with one stone: implement a highly visible Smart O&#038;M solution <\/strong><br \/>\nWe emphasize using big-screen report, QR code tags, workers using mobile. By doing so, the existence of the system becomes very difficult to hide (even by \u201cshy\u201d team members) when new managers come onboard! The system becomes obvious to all, any newcomer will see it and enquire (often simply by looking at the screen and talking to workers using the mobile). This is one reason why \u201csmarter\u201d projects are more successful <a href=\"https:\/\/newsletter.bluebeecloud.com\/en\/reliability\/the-smarter-the-better-lesson-from-the-customer-satisfaction-survey\/\" target=\"_blank\">as explained in this previous article<\/a>.\n<\/div>\n<p>&nbsp;<\/p>\n<div class=\"wp-caption aligncenter\" style=\"width: 545px; height: 111px;\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/newsletter.bluebeecloud.com\/en\/wp-content\/uploads\/2023\/05\/staff turnover 03.jpg\" alt=\"\" width=\"540\" height=\"111\" \/><\/div>\n<p>&nbsp;<\/p>\n<div style=\"text-align: justify;\">Do not hesitate to contact our Customer Service team to talk about implementing those actions! <\/div>\n<p>&nbsp;<\/p>\n","protected":false},"author":1,"featured_media":13406,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[5],"tags":[395],"_links":{"self":[{"href":"https:\/\/newsletter.bluebeecloud.com\/en\/wp-json\/wp\/v2\/posts\/13398"}],"collection":[{"href":"https:\/\/newsletter.bluebeecloud.com\/en\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/newsletter.bluebeecloud.com\/en\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/newsletter.bluebeecloud.com\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/newsletter.bluebeecloud.com\/en\/wp-json\/wp\/v2\/comments?post=13398"}],"version-history":[{"count":11,"href":"https:\/\/newsletter.bluebeecloud.com\/en\/wp-json\/wp\/v2\/posts\/13398\/revisions"}],"predecessor-version":[{"id":13422,"href":"https:\/\/newsletter.bluebeecloud.com\/en\/wp-json\/wp\/v2\/posts\/13398\/revisions\/13422"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/newsletter.bluebeecloud.com\/en\/wp-json\/wp\/v2\/media\/13406"}],"wp:attachment":[{"href":"https:\/\/newsletter.bluebeecloud.com\/en\/wp-json\/wp\/v2\/media?parent=13398"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/newsletter.bluebeecloud.com\/en\/wp-json\/wp\/v2\/categories?post=13398"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/newsletter.bluebeecloud.com\/en\/wp-json\/wp\/v2\/tags?post=13398"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}