Shop Floor Misbehavior: How Can a Survey Help Us Understand the Real Issues?

Hi all,

These days, on a continuous basis, we are receiving complaints from the shop floor about misbehavior, sometimes from seniors and sometimes from juniors. Before designing any training program and fully believing someone's story, I want to conduct a survey. I think that will give a better picture of the situation.

I would really appreciate your valuable comments on this thought and suggestions for the content of the questionnaire.

Hi Avinash Bhambra,

Thank you for your message. In response to your questions:

1) Are the shop floor employees comfortable filling out a questionnaire?
2) Will they understand the questionnaire?

I believe a more effective method would be through observation. This can be achieved by:
1) Conducting shop floor walks every day for a week.
2) Utilizing CCTV footage (if available in your plant).

Thanks and regards,
Amena

Dear Ameena,

Customer service is a matter of attitude. You need to check the attitude of the staff towards their organization.

Secondly, you need to review your recruitment process. Was your recruitment competency-based? If not, then training is not a solution.

Your company should cultivate a customer-centric culture. Instead of just surveying the shop floor, conduct a survey of the organizational culture. This will yield insightful results.

Lastly, if you plan to provide training, start with the managers. By training the managers first, you effectively train the entire department. Their customer-centric attitude is crucial.

Regards,
Dinesh V Divekar

Hi Ameena,

I endorse the suggestion of Mr. Sreenidhi, and you can follow it up. Behavioral training can be imparted only by professionals with a well-versed psychometric analysis.

Cheers!!! Bhaskaran