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Maintenance, Repair & Operations

Improving Feedback

Oct. 15, 2019

Use feedback to help your maintenance department perform better

There's a lot of brain power in the typical maintenance department. Much of it goes untapped by management, because of a poor feedback process.

This dynamic exists because of an outdated way of thinking. Management figures out what to do, and the workers do it. So how does a manager who never uses an inaccurate procedure figure out how to make it right? The only way is for people who use it to provide the necessary feedback. But what normally happens instead is a process called “compensation.” People simply compensate for the problem, instead of providing management with an opportunity to use it to improve.

If you're a manager, you could get a fancy solution from a fancy consulting firm. Or you could talk to a few of those brainy workers and ask them their feedback on the issues they face. Then ask them how you can get their feedback in a way that is easy for them to provide it regularly

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.