Fix Frustration Factors — Part 3
Some frustration factors have a big effect on repair time, quality, cost, and efficiency. They also make it difficult to retain good employees.
Solving some of these requires finesse. The maintenance department is one player on a larger team and is often seen as less than an equal. Laying out the facts or saying “we need” can be counterproductive.
One of these frustration factors is “helicoptering managers” who hover over the area and rattle the repair team that is already under pressure. Yes, a critical machine is down. The repair crew knows that already. They don’t need a crowd of managers who are standing there simply to show their “concern.”
- Bad way to solve: Ask the helicoptering managers to go back to their offices.
- Good way to solve: Call an “emergency” meeting. Lead them to a location that gets them away from the repair area. Thank them for their support, stressing that you really appreciate it, considering how overloaded their schedules are. Promise to keep them in the loop, and then quickly adjourn the meeting.
About the Author
Mark LamendolaMark Lamendola
Mark is an expert in maintenance management, having racked up an impressive track record during his time working in the field. He also has extensive knowledge of, and practical expertise with, the National Electrical Code (NEC). Through his consulting business, he provides articles and training materials on electrical topics, specializing in making difficult subjects easy to understand and focusing on the practical aspects of electrical work.
Prior to starting his own business, Mark served as the Technical Editor on EC&M for six years, worked three years in nuclear maintenance, six years as a contract project engineer/project manager, three years as a systems engineer, and three years in plant maintenance management.
Mark earned an AAS degree from Rock Valley College, a BSEET from Columbia Pacific University, and an MBA from Lake Erie College. He’s also completed several related certifications over the years and even was formerly licensed as a Master Electrician. He is a Senior Member of the IEEE and past Chairman of the Kansas City Chapters of both the IEEE and the IEEE Computer Society. Mark also served as the program director for, a board member of, and webmaster of, the Midwest Chapter of the 7x24 Exchange. He has also held memberships with the following organizations: NETA, NFPA, International Association of Webmasters, and Institute of Certified Professional Managers.