This post is titled after a search engine query that brought someone to my site. This query resonated with me because professionally it is a challenge to help clients learn and understand the value of standardization. This is particularly frustrating personally because to me the concepts of standardization seem simply natural, it just makes sense. So what is the objective of standardization?
Standardization provides a number of potential benefits. Standardization is used to improve quality of a product or service. Standardization provides consistency, valued by your consumers and leading to greater levels of loyalty and retention. Standardization provides a platform for continuous improvement and standardization provides a framework for accountability.
For you, the objective of standardization may vary depending somewhat on context. Are you a sole proprietor turning out dozens of similar bowls in a production shop or are you an artist inspired to create one-of-a kind pieces? Are you a hobbyist trying to make the most efficient use of your limited spare time? Maybe you are one of many on a team of associates working together to grow a business?
At its most fundamental level standardization can be defined as “the best way I/we know how to (fill in the blank) .” It may not be the absolute best way to accomplish a given task. There may be room for improvement, but a standardized way is the best way we know how to… (fill in the blank) today.
Think about this definition for a moment. If each day you sanded wood randomly in relation to the grain, some days you would may end up with a nicely finished piece of wood while on other days you would be less than satisfied. Let’s further say that you recognized the poor quality on a given day and changed the your sanding pattern to be in line with the grain. For that day your results improve, right. But if you approach the wood randomly the next day (no standardization) quality falls and work effort increases.
One objective of standardization is solidifying improvements. If we have learned to sand with the grain, improved quality and reduced work, by making this new approach a standard we have forever more locked in the productivity and quality improvements with standardization.
While consumers needs, wants and expectations can vary wildly, two characteristics that all loyal, retained customers share are a desire of value for their money and consistency in service levels and quality. Today you visit a new restaurant, the meal is delicious, the service outstanding the price is low. Next week you return and the food is cold, the service is slow and the price is higher. What are the odds you will try a third time? Standardizations provides the consistency that loyal customers crave.
Over time, we often learn naturally through trial and error how to produce better results. Intrinsically we learn to sand with the grain. We have standardized our approach and established the best way we know how…. today. It’s at this point that we can now leverage the greatest opportunities of having standardization. To quote a great man, Taiichi Ohno, “without standardization, there can be no kaizen (improvement)”
Once we have standardized our approach to a task we now have a platform for continued improvement. If sanding with the grain is better than sanding randomly, what is the next opportunity to improve quality or reduce the effort required? Would a sanding block help or a different brand of sandpaper? Would a progression of finer grit sanding paper help? Maybe it’s a larger variety of grits that we need. Instead of 80 to 120 to 220, would 80 to 100 to 120 to 180 to 220 produce better results faster?
For virtually everyone, the objective of standardization is to aid in producing consistent levels of quality in the most efficient manner known. But if you are part of a larger group, company or organization there are other benefits that should be recognized. Standardization provides a framework for accountability and documented standards provide an excellent tool for training and development.
Accountability is a word often used but seldom applied. In many businesses today, associates are held accountable for “standards” that are often poorly documented or conveyed. By documenting a standard and setting an expectations there is clarity for all and a basis for accountability.
Lastly, in an organization a clearly defined, documented standardized process provides and excellent tool for training new associates or for coaching existing associates to improve their performance.
