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Training

Handling Feedback

Nov. 5, 2019

Establish a simple process for supervisors to evaluate feedback.

Your management team finally “got it” that management needs feedback from the people on the floor. They set up two collection methods:

Every work order has a “Your Feedback” box.
Each supervisor must randomly select one crew each week for a 10-min. feedback meeting.

But who processes the work orders? What do they do with “Your Feedback”? Does the information go into a general e-mail to supervisors? Anything not assigned to a specific person is nobody's job, which means nobody will do it. So, if you use this or any other written method, you need some way to efficiently assign a specific person to follow up on it.

If a supervisor hears people's feedback and nothing happens (there should be either a change or workers should be given a reason why it wasn't made), you breed cynicism. You need to establish a simple process for supervisors to evaluate feedback, escalate as appropriate, and report resolution decisions back to the feedback providers.

About the Author

Mark 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.