Studies show that one of the most neglected steps of the problem-solving process is Step 6: Evaluate and Follow Up. Briefly discuss how your organization evaluates the implementation of new ideas and, as you read your colleagues’ posts, add new ideas to your toolbox.

I manage a team of nine people who manage a number of projects for both internal customers and external customers. We have a number of systems in place for helping our external clients and have employed a number of metrics and reports to ensure that the service we are providing to them is not only done in a timely manner but also done correctly.

We are struggling a bit with our internal customers. Because of the large size of the team, there is a lot of overlap between projects. The team is comprised of all part-time employees, except for one. With staff coming and going through the day, it is difficult to know exactly where they are when they sign off. Just as it’s difficult for them to know where to pick up when they sign back in.

Over the past couple of weeks, I’ve delegated my full-time staff member to ensure that all projects are worked through her, that way if there are any questions, she knows exactly where things are. She created a checklist and sign-in/ out sheet on which staff is required to provide an update on their project. In addition, I have marked out time on my calendar to check in with her daily so that she gets in the habit of reporting out on each project.

We have made our project completion rate one of our monthly metrics so that we can better gauge the activity and productivity of the team.

In addition, I’ve created a focus group with whom I can check in quarterly to get a sense of the customer experience as well as to uncover any issues or suggestions that they have for improved service, as well as new projects.