Problem tracking and success tracking are vital visual management elements of the Arizona Management System. In agencies that are deploying the full AMS, it's expected that they have standard work for actively tracking problems and successes at every level of the organization.
Problem tracking is posted and actively used to collect and manage problems associated with a team's metrics, daily activities, internal and external customer feedback and cascading/ escalating issues. In turn, success tracking allows teams to see that problems are being solved, and this then feeds the agency's recognition and celebration of positive AMS behaviors.
In our efforts to radically transform the culture of state government as a continuously improving enterprise, uncovering problems and celebrating successes reinforce the consistent outcomes that result from having good default mindsets and habitual behaviors.
Success is much more likely to result if we consistently think and do the right things the right way, and intentionally set a strategy to create the culture that allows to success to flourish.
What does good problem tracking and success tracking look like?
Here are some ideas to consider:
• There should be a brief description of the problem to be resolved. The level of detail should be sufficient so that your management chain can understand it.
• Identify an owner for each problem listed. The owner is responsible for involving team members and leading the team's problem solving activity.
• You will want to note the actions taken to solve the problem. Be specific as possible and include hard data where you can.
• Focus on results and benefits. What changed because of the actions taken and how did the workplace or lives of citizens improve?
Teams will want to keep their problem tracking and success tracking updated and roll successes up the management chain on a regular cadence. Agencies are responsible for defining this process for collecting and escalating successes, and this process should be documented in their written leader standard work. Regular reporting of agency successes enables leaders to reinforce positive behaviors throughout the agency. In certain cases, depending on the nature and scope of the success, they may want to forward the success on to the Governor's office for statewide recognition.