FRAM SYSTEMS ^blog

Number2 starter to ground, Number 2 N2 to 20%…

That’s how the flight begins. Being a pilot, checklists for me, are a way of life. What are checklists and why are they so important?

The idea of the checklist began in aviation many years ago, when planes were getting more complex and pilots just couldn’t keep all the important steps in their heads.

Indeed the adoption of mandatory checklists was the outcome of more than one air disaster that resulted from skipped or improper steps in the configuration of an aircraft for flight. Proper checklist procedures are considered so important that they are mandated by law in FAR 121.315 that makes the checklist an essential part of any airplane.

In aviation the checklist is intended to achieve the following objectives:
1.  Aid the pilot in recalling the process of configuring the plane.
2.  Provide a standard for verifying aircraft configuration that will defeat any reduction in the flight crew’s psychological and physical condition. In other words even if you’re tired and stressed out, by carefully following the checklist the chance of missing something can be avoided
3.  Provide convenient sequences for motor movements and eye fixations along the cockpit panels. This serves to create a pattern or habit of doing things a certain way so that if something is amiss, the crew will know.
4.  Provide a sequential framework to meet internal and external cockpit operational requirements.
5.  Allow mutual supervision (cross checking) among crew members.
6.  Enhance a team (crew) concept for configuring the plane by keeping all crew members “in the loop.”
7.  Dictate the duties of each crew member in order to facilitate optimum crew coordination as well as logical distribution of cockpit workload.
8.  Serve as a quality control tool by flight management and government regulators over the pilots in the process of configuring the plane for the flight.

So the checklist is one of, if not the greatest safety features in use in aviation. The conscientious use of checklists is vital to the success of every flight leaving nothing to chance or whim. There are checklists for every phase of flight and many emergency procedures as well, all of which the flight crew must be intimately familiar with.

With that in mind, why not adopt a checklist for your business? Isn’t the success of your business of prime importance in your life? Do you run it by the seat of your pants? Creating and then habitually using checklists in your business can help ensure your success by leaving nothing to chance.

Here’s some items you might want to include on your business checklist.

1.   Is the outside of your store / office / place of business clean and inviting including landscaping, parking and walkways?
2.     Are the windows and doors clean, attractive and inviting?
3.     Are  your walls clean and painted, especially around light switches, door jambs and door handles?
4.     Are the sidewalks and entrances clean and free of debris and trash?
5.     Are your desks, counter tops and shelves dusted, neat and tidy?
6.     Is the temperature comfortable for the people working there as well as visitors?
7.     Are there any unpleasant or detractive odors?
8.     Are your products displayed attractively and invitingly?
9.     Are all items priced, with the price tag carefully placed and easily locatable?
10.    Are your staff helpful, friendly, knowledgeable, and enthusiastic?
11.    Do your staff always put your customers above everything else?
12.    Are your stock levels sufficient to ensure that your customers never have to leave empty handed?
13.    Can you get out of stock items quickly enough to ensure that your customer won’t purchase from another vendor or supplier?
14.    Do you deliver back ordered or out of stock items to save your customers another trip to your business?
15.    When put on hold, will your customers have to wait long or be transferred to another employee to get the information they’re requesting?
16.    Do all your staff always greet every customer with a genuine smile and greeting whether a face to face meeting or a telephone call?
17.    Do all your staff show genuine, helpful interest to every customer?
18.    Do all your staff make contact and listen attentively to every customer’s needs?
19.    Do each of your employees demonstrate a genuine serving attitude?
20.    Do you respond to every request by sending information out the same day by first class mail?
21.    Is your reception area clean, uncluttered and present a professional and organized appearance?
22.    Are your chairs comfortable and the tables stable and not wobbly?
23.    If you serve refreshments, are your glasses, plates and utensils clean and free from spots or blemishes?
24.    Do your staff dress appropriately for the business they work in, the job they do and the customers they serve?
25.    Do your staff thoroughly and authoritatively know what they’re selling? Have they used it, experienced it, eaten it, work it, traveled in it?
26.    Do you and your staff go the extra mile to please, help and astonish your customers?
27.    Are your customer and employee rest rooms always kept as clean, fresh and comfortable as you keep yours at home?

Of course this list is just an example. You could go to great lengths developing checklist for every aspect of your business and doing so is a great team building opportunity. Get everyone involved, from the Janitor to the CEO. Have everyone make their own checklist and then have a couple of sessions where each department takes all the individual checklists and distills them into essential checklists for every job and every situation. This really gets people to see some of the things they normally miss and helps them improve their skills and results. Once checklists are instituted, each contributor can take pride in having their efforts recognized by everyone they work with. And keep in mind that checklists are not immutable but should be revised continuously as the need arises.

Have a safe flight!