ZAPP!
–Wm. Byham
Zapp! is the key to successful organizations
Only way for continuous improvement
Only way to continue to adapt in constant change
Only way to succeed against increasing competition
Only way to get excited about work, to take responsibility
Only way to achieve “critical mass”
It is easy to Sapp. It is hard to Zapp
First step to Zapp: Maintain self-esteem of self and others
Second step to Zapp: Listen and respond with empathy
Third step to Zapp: Ask for help in solving problems
Seek ideas, suggestions, and information
Soul of Zapp: Offer help w/o taking away responsibility
Most important person: employee’s immediate supervisor
Delegation is central to Zapp. Choices in delegating:
Keep the task
Delegate responsibility without authority
Delegate responsibility and authority
This is the only way to Zapp
With delegation comes the need to set up controls
A boss who over-controls Sapps his people
A boss who abandons control Sapps his people
A boss who uses situational control Zapps his people
People respond negatively to inappropriate controls
Share responsibility, don’t abandon responsibility
Mgmt still has responsibility to: Know what’s going on;
set direction; make final decisions; ensure on course;
clear the way
Zapp does not guide, it excites. Action must be channeled:
Set the direction to go
Provide knowledge, skills, and training
Provide resources
Delegate
Determine the goal
As goals are achieved, set others
Establish measurements and give constant feedback
If possible, let people set their own goals, measurements, timetable, etc
Creating teams spreads Zapp [or Sapp, if not successful]
Zapped team more productive than group of Zapped
individuals
Give team members a say in team membership
Establish a mission for the team
Provide time and place to meet
Provide technical training at the right time
Provide leadership for interacting, solving problems,
making decisions, taking action
Allow team to handle as many issues as possible:
Work assignments, motivation, leader selection, goals,
members, productivity, problem solving, etc.
More decisions team can make, more Zapped they are
Coaching
Be a model of Zapp: Knowledge, responsibility, enthusiasm
teamwork, trust,etc.
Explain purpose and importance; describe process to use;
show how; observe practice and give feedback; express
confidence; agree on follow-up
Learning more about the job boosts Zapp
People learn faster from successes than failures
Provide a Zapp organization
Fattening Sapps, Flattening Zapps
Protect people from Sapp and from people who cause Sapp
Be sure subordinate managers have Zapp skills
Coach and monitor them
Reward Zapp immediately
Provide a clear path up
Generally create an environment which encourages Zapp
Keep learning, growing, progressing
Keep studying and practicing these notes!