Dividing Calibration Work Equally in a Calibration Laboratory

CalRich

Involved In Discussions
#1
Hi all

First, I wish everyone a great New Year. These forums have helped me quite a bit this year, and I hope to contribute more in the coming year.

For the matter at hand - we're running a commercial calibration lab. Since I've been here, we've had several ways to process orders. Until recently, technicians took work based on what they are capable of. With a more computerized system, I've seen that some technicians do dramatically more work than others. (accounting for the fact that some work naturally takes longer.) I've started assigning work to technicians to try to equalize the load, but it's proven to be more difficult than I expected. Does anyone have any tips on this to reduce the disparity?
Next week I'm going to lay down the law a bit more for timeliness in completing the work. One thing I don't want to do is cause undue pressure to get the work completed so as not to sacrifice quality. But there's got to be a limit!
TIA
 
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Jim Wynne

Staff member
Admin
#2
Re: Dividing calibration work equally in lab

Hi all

First, I wish everyone a great New Year. These forums have helped me quite a bit this year, and I hope to contribute more in the coming year.

For the matter at hand - we're running a commercial calibration lab. Since I've been here, we've had several ways to process orders. Until recently, technicians took work based on what they are capable of. With a more computerized system, I've seen that some technicians do dramatically more work than others. (accounting for the fact that some work natually takes longer.) I've started assigning work to technicians to try to equalize the load, but it's proven to be more difficult than I expected. Does anyone have any tips on this to reduce the disparity?
Next week I'm going to lay down the law a bit more for timeliness in completing the work. One thing I don't want to do is cause undue pressure to get the work completed so as not to sacrifice quality. But there's got to be a limit!
TIA
It seems to me that if (all variables being equal) some people do significantly more work than others, there must be a reason for it, and I'm not sure that assignment of jobs will help, unless it helps to verify what you already know or suspect. In my experience, these things are best dealt with on an individual basis, person to person. If some people aren't performing to your expectations, you need to talk to them about it, and have a plan for dealing with it. It's best to avoid direct comparisons such as saying, "Sammy is doing twice as many calibrations as you," because those sorts of comparisons can foment ill will between workers. It's better to let an individual know that your perception is that he might not be carrying his share of the load, based on the data at hand, and ask him for suggestions as to how the disparity can be addressed.
 
J

Jeff Frost

#3
Re: Dividing calibration work equally in lab

Jim makes a good point and I would add that it could also be that some of the technicians with a high output are also taking short cuts or have develop improved methods that the other technicians are not using.
 

CalRich

Involved In Discussions
#4
Re: Dividing calibration work equally in lab

It's better to let an individual know that your perception is that he might not be carrying his share of the load, based on the data at hand, and ask him for suggestions as to how the disparity can be addressed.
Thanks Jim. I knew some sound advice would come along. Although, do you really think it's better to base a one-on-one talk on perception rather than hard numbers. Not that the numbers have to be shoved in the employee's face...but I don't want the employee to reply:"Well, you perceived wrong."
 

CalRich

Involved In Discussions
#5
Re: Dividing calibration work equally in lab

Jim makes a good point and I would add that it could also be that some of the technicians with a high output are also taking short cuts or have develop improved methods that the other technicians are not using.
Indeed, that's the other end of the spectrum I've got to handle. I'm a relatively new supervisor, so I'm still learning the ropes on these kind of issues. Thanks for your input.
 

Jim Wynne

Staff member
Admin
#6
Re: Dividing calibration work equally in lab

Thanks Jim. I knew some sound advice would come along. Although, do you really think it's better to base a one-on-one talk on perception rather than hard numbers. Not that the numbers have to be shoved in the employee's face...but I don't want the employee to reply:"Well, you perceived wrong."
Note that I said:
It's better to let an individual know that your perception is that he might not be carrying his share of the load, based on the data at hand...
(Emphasis added)

What I meant was, rather than flatly accusing a person of not carrying his share of the load, it's usually better to let him know you're concerned, and what the basis of the concern is, and ask him to solve the problem, or clarify the issues at hand. Ask for help rather than making demands. If it comes to the point where demands are necessary, they're probably not going to have much impact.

Remember Deming's advice about what managers are supposed to do: help people to do a better job. Whenever possible, it's best to have people invest in--and commit to--their own solutions. Rather than saying, "You'd better start carrying your share of the load, or else," it's better to say, "We have a problem, and I'd like for you to help me solve it. How do you think we can even out the amount of work being done?"
 

hogheavenfarm

Quite Involved in Discussions
#7
Re: Dividing calibration work equally in lab

I don't think you can base a talk on 'hard' numbers if you don't have any. Do you have a standard to compare performance to? Is there a sort of 'flat rate' manual that gives the average times required? To use numbers, you must compare performance to a standard, not to other peoples performance, otherwise, you have little choice but to use perception.
 

Jim Wynne

Staff member
Admin
#8
Re: Dividing calibration work equally in lab

I don't think you can base a talk on 'hard' numbers if you don't have any. Do you have a standard to compare performance to? Is there a sort of 'flat rate' manual that gives the average times required? To use numbers, you must compare performance to a standard, not to other peoples performance, otherwise, you have little choice but to use perception.
While I agree that whenever possible there should be some sort of a "standard," I think you have to be careful about using it. I've seen an awful lot of instances where objectives weren't carefully considered, and wound up being counter-productive. For example, if the standard says that calibration of some device x should be completed in y time period, the objective will probably become a self-fulfilling prophecy, and the work will get done in that amount of time regardless of the quality of the work.

When any sort of disparity of this type is seen, it's important to take into account all of the potential causes for it before ascribing the cause to an individual's lack of effort. There are all kinds of things that might contribute to it, including things that might not be obvious, such as individuals with "hidden" disabilities such as dyslexia or Attention Deficit Disorder (which does occur in adults). Thankfully, in most instances the causes are fairly easy to identify, and if people know what's expected of them (and standards can be helpful) but consistently don't achieve it, the problem can usually be addressed with the individual in question.
 

hogheavenfarm

Quite Involved in Discussions
#9
Re: Dividing calibration work equally in lab

I agree Jim, thats why I questioned whether there were any existing standards. My caution is not to compare performances because each person performs differently.
 

BradM

Staff member
Admin
#10
Re: Dividing calibration work equally in lab

Until recently, technicians took work based on what they are capable of. With a more computerized system, I've seen that some technicians do dramatically more work than others. (accounting for the fact that some work naturally takes longer.)
You have surmised this very accurately! At one company I saw, they tried to quantify each calibrations. They wanted to know how much time was being spent on each calibration. Partly in how it was executed, it was a colossal mistake. As you run a commercial lab and this was an internal calibration shop, there is simply calibration work that requires a little more experienced hand (and more time).


I've started assigning work to technicians to try to equalize the load, but it's proven to be more difficult than I expected. Does anyone have any tips on this to reduce the disparity?
Why are you wanting to assign work? What are you wanting to optimize? Saying, the work that is more tedious (and that you charge more for) should account for the work taking longer. Too, Do you really want a pin gauge/caliper technician calibrating high-end/ low range pressure devices? Outside of cross-training (I don't think that is the purpose of your post) I would think it OK to let people do what they are good at, and what they enjoy.

Next week I'm going to lay down the law a bit more for timeliness in completing the work. One thing I don't want to do is cause undue pressure to get the work completed so as not to sacrifice quality. But there's got to be a limit!
TIA
Upon what are you basing that it is taking significantly longer to do the work? Are you technically proficient at the skill, and know how long it takes to do? Or is it a gut feeling?

If you are proficient at it and you know they're dragging it out, have a training session. Show all how to do it, and time yourself doing it. Do a 1.5 multiplier on it, and that's how long it should take, or something like that.

I'm all for maximizing proficiency. I just am not sure if there is really a problem here. If there is some lax performance, good cross-training can help make sure one person does not possess knowledge that makes them non-dispensable.
 
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