Should I Call The Manager?: Decision Chart

Challenge:

A manager at a local hotel or retail space is constantly being called during his off-hours by employees. The employees are often asking questions they could find the answers to elsewhere or are confirming things they already know. The manager wants to provide them with a resource to help support them to learn independence and problem solving skills on the job.

Result:

For the implementation of this decision flowchart job aide to be considered successful, it would have to change employee behavior. I would want to follow-up with management to see if the volume of calls they receive during their "off-hours" has decreased.

Apart from lessening the amount of calls, I would also want to measure if the employees are making more decision independently on a daily basis. This type of data would most likely be observational: based upon manager observation.

It may also be helpful to poll employee opinion on the usefulness of the decision chart to find out if they are using it (and how often); and if they feel like the chart empowers them to make decisions instead of relying on management. Ultimately, I would use employee and manager feedback to make any changes to the produce and reimplement it.