What is the primary focus of StreamDynamics?

 World class customer service.

How long does it take to setup StreamDynamics in my company?

Set up time varies with the complexity of an organization and the scope of accountability that is needed. If we begin the StreamDynamics system in just a few essential departments (recommended) set up time should not extend beyond two weeks. Set up mostly consists of data entry and training and some time to help you ensure your systems can track employee activity; or to help you create those systems if they don't yet exist.

What organizations can benefit from the StreamDynamics System?

Any organization, where people interface with a process, will benefit from the StreamDynamics software and in any situation where the aim is 100% customer satisfaction, or where errors or mistakes occur and therefore waste and inefficiency is created. Micro Accountability becomes a valuable and powerful ally when your purpose is accuracy and conformity from yuor people.

Organizations can be small, large, complex, non-profit, government, military, manufacturing or service based and more.

What are the essential requirements for StreamDynamics to work?

Management buy in - you need to want improved conformance to standards within your organization and be willing to provide your complete support to the program.

The StreamDynamics software - is accessed via the internet. The internet needs to be available to the managers selected to use the accountability tool.

You need a champion as the system administrator. A QC manager could easily qualify for this role. This person administers the program and keeps everyone on track.

What Support Do You Offer?

Technical support is unlimited. Our training will ensure those involved with the program can use it to its fullest extent from the start. When there are questions answers will be provided immediately or within the hour. Our commitment is to keep your accountability program functional 24 hours a day, 365 days a year.

How does Micro Accountability Work?

The precise process is proprietary and will not be described in detail anywhere in this web site. However, it consists of three key elements:

1 - 100 percent detection to defective performance.

2 - 100 percent response to defective performance

3 - 100 gathering of all relevant data.

The Micro Accountability will not allow an accountability event to be ignored and once reported, it will not allow it to be unresponded to. The system insists upon quick and immediate action and reporting. Instant communication relating to all events is provided to selected managers at all levels.

The results then speak for themselves.

Why does the StreamDynamics Methodology Work?

A lack of accountability, when a failure occurs, makes a statement about real expectations, just as providing accountability does. When an error occurs and you do not do anything about it, you take the power to set standards from management and hand it to the employee. This then becomes an employee established company standard.

That new and informal standard may be good for 99% of all transactions. The 1% failure rate may even go unnoticed internally, even the employee who caused the failure may never know they made an error, but it is not generally ignored by the customer at the receiving end of it. Thus your ability to provide world class customer service is diluted. Most companies are subject to this conditioning and eroding of their standards by their employees.

When you take control of accountability by responding to each and every deviation from a standard or process you are doing the conditioning and setting the standard, not the employee.

Either you are the subject of conditioning from your employees or they are the subject of conditioning from you. You make that choice!

The StreamDynamics method puts control back into the hands of managers. When employees are persistently made aware that their deviation from a standard is not acceptable we have found that they modify their behavior to the standards you are holding them to.

Another way of putting it is that when I know what you expect and I know that each and every time I deviate from your process I will be held accountable, then I will do my best to follow your process. I will do this because I know you have leverage over me: pay rises are at your discretion, as are promotions, bonuses and other rewards.When you don't see and don't know it is hard to get this benefit.

The software works because it potentially brings training, coaching and/or accountability to an employee 100% of the time it is required. It confirms the standards you have set and insists they are maintained. Under these conditions your failures, which impact your customers, decline. In our experience the rate of decline can be substantial.

If I use the StreamDynamics software will my employees still make mistakes?

The quick answer is they probably will, but at a much lesser rate. An 80% to 90% failure reduction is not uncommon and well worth having.

We will try and move them towards perfection, but we know that's an objective not an end in and of itself.

StreamDynamics therefore works hand-in-hand with the principle of continuous improvement; focusing on both of the employee and the process. Neither gets us to ultimate perfection, but by pursuing that course we provide the best available customer service (humanly possible) and set ourselves above our competitors.

Could there be resistance and suspicion towards an Accountability Program?

Any new program will meet with resistance. It is fair to say that employees would rather not be held accountable for their activities.

Some employees will assume that if their failures become visible to management they could be subject to discipline or dismissal. We go to great lengths to overcome these fears and concerns.

Micro Accountability is not about taking a punitive approach to an honest mistake, it is about communicating errors, providing feedback and training, understand why errors occur and changing behavior and if necessary processes and systems to reduce the error rate. If we are consistent with the accountability process, performance will improve.

Our experience tells us that managers and employees will very quickly grow to trust the Micro Accountability system and appreciate the benefits it brings.

The StreamDynamics software brings errors into the open and insists that corrective action is taken. This can be a very tough transition for some managers.

We teach and train you to stick to the process - which is easy to do; the rewards for this become apparent very quickly and far out-weigh any growing pains in the initial stages.

How long to train employees on the StreamDynamics system?

The StreamDynamics provides a self contained process for error reduction. Training grass roots employees to use the system is very simple. Basic instructions could take perhaps five minutes. They simply need to open a web site, log in and from there the software itself takes them through what they need to do.

In order to explain how the system works, how it helps, answer questions and deal with concerns, we provide a 30 -60 minute presentation and then 10 - 15 minutes one-on-one instruction; followed by close supervision until the system is fully understood.

For managers more training time is needed. At least two hours of group instruction is provided. If there is any lapse in memory the StreamDynamics software guides all users through the accountability process.

If you get the impression that using the software is simple to use, your understanding is correct.

Training the champion takes several days. They are given access to essential data tables that need company specific information and system administration screens that they need to know how to manage. Every employee that needs to provide accountability for their performance needs to be in the system.

So, the accountability champion reviews the flow of information into the system. This manager also provides arbitration if misuse of the system occurs or disagreement about who or what was at the root cause of a problem. They also set up and train new employees as needed.

One very important role for the Accountability Champion is to head up process improvement groups designed to make existing processes more error resistant. Dominant or reoccurring errors generally form the subject matter for these improvement groups. Six Sigma, Lean, or Kaizen methodologies are well suited to tackling the common causes for errors, but are not essential if such methods are not currently in use.