How To Build a Culture of Excellence: Insights from My First Internship

My first internship as a sophomore in college was at a Texaco natural gas plant in Alabama.

When I arrived, I had to stay in the front office with the admins and engineers until the regional safety director from Houston trained me and cleared me to go out into the plant.

The safety director, a gentleman who was exactly what you’d expect from an oil man from Texas  (cowboy hat, boots, huge belt buckle, and a mouth full of tobacco) arrived and gave me some reading materials and a presentation. 

On his way out he said,

“Before I let you back there, I need to know you can put on this SCBA (self-contained breathing apparatus) and walk out here to the rally point.”  

So he showed me how to put it on. 

Then, I put it on and took it off by myself.

(Admittedly, it was hard. I was not prepared to walk around with a 30 lb gas cylinder on my back.) 

“All righty,” he said. 

(Woot, I was excited…I’ll finally get to go where the action is!)

“Do that every day for the next two weeks and when I get back I’ll check you and clear you to go back into the plant.”

(Every day for 2 weeks!?) 

I don’t know if I said anything, but the look on my face must have betrayed my thoughts. 

Because he spit his tobacco on the ground, looked at me, and said, 

“Young lady, if you want to run with the big dogs, you’ve got to pee in the tall grass”.

 I’m not letting you back there until I know you’ll be safe. So what’s it gonna be?”

I took a deep breath and put the SCBA back on. 

He seemed satisfied with that, so he said “See ya.” 

Two weeks later, he came back and I was good to go. 

25 years later, every time I come up against a challenge that I don’t want to undertake, I remind myself, 

“If you want to run with the big dogs, you’ve got to pee in the tall grass.”

Cowboy Wisdom

There are several obvious leadership lessons in this story: safety first, persistence, respect for experience, and accepting personal responsibility, to name a few. 

But the lesson I’ve come to appreciate the most is how the safety manager set and maintained a culture of excellence. 

While it was a challenge to meet the expectations, I now realize how, in some cases, it is critical for leaders to be unwavering in their requirements. 

Whether you’re in manufacturing, engineering, or research and development (R&D), technical leaders play a pivotal role in ensuring the success of their teams and projects. One of the most critical aspects of effective leadership in these contexts is the ability to set and maintain high standards in the face of persistent barriers to doing so. 

In this newsletter you will learn:

1. Why Setting And Maintaining High Standards Is Important For Technical Leaders.
2. A Step-By-Step Guide For Setting And Maintaining High Standards.
3. Common Barriers and Strategies To Overcome Them.

Why Setting And Maintaining High Standards Is Important For Technical Leaders.

While my “tales from the trenches” anecdote was focused on safety, high standards are required in many different aspects of our work.  These standards encompass various aspects, including quality control, safety protocols, ethical practices, and continuous improvement. 

Consider the following common situations:

1. A manufacturing plant is struggling with inconsistent product quality.
2. An engineering firm is transitioning to new design software, but employees are struggling to adapt, leading to delays and errors.
3. An R&D department is facing slow progress on a critical project due to procedural inefficiencies.
4. A manufacturing organization is facing issues with ethical breaches, leading to a damaged reputation and legal consequences.
5. A technology company wants to boost innovation and product development speed without sacrificing quality.
6. Employees are experiencing burnout due to high workloads and pressure to perform.
7. A pharmaceutical company is experiencing quality control issues, leading to product recalls and regulatory scrutiny.

Leaders who set high standards foster a culture of excellence, which can lead to groundbreaking innovations and sustained competitive advantages. Conversely, failing to uphold high standards can result in catastrophic failures, financial losses, and harm to individuals and the environment.

A Step-by-Step Guide for Creating and Maintaining High Standards as a Technical Leader

Maintaining high standards as a technical leader is a continuous process that involves clear communication, structured processes, and a supportive environment. Here’s a step-by-step guide to help you establish and uphold high standards in your team or organization:

Step 1: Define Clear Standards and Expectations

Determine the critical areas where high standards are essential (e.g., quality, safety, performance, ethics).  Define clear, measurable standards and goals for each area. Ensure they are aligned with the organization’s overall objectives. Create a comprehensive document outlining the standards, expectations, and the rationale behind them.

Clear, documented standards provide a foundation for consistent performance and accountability.

Step 2: Communicate Standards Effectively

Hold an initial meeting to introduce the standards to your team. Explain the importance and benefits of maintaining high standards. Regularly discuss standards in team meetings, emails, and one-on-one conversations to keep them top of mind.  Ensure that documentation is easily accessible to all team members, both digitally and in print, if necessary.

Effective communication ensures that all team members understand the standards and their significance. 

Step 3: Provide Training and Resources

Conduct comprehensive training sessions to equip team members with the knowledge and skills required to meet the standards. Offer ongoing training opportunities to keep skills and knowledge up-to-date. Ensure that team members have the necessary tools, equipment, and resources to meet the high standards.

Proper training and resources enable team members to confidently meet and maintain high standards.

Step 4: Implement Processes and Systems

Develop Standard Operating Procedures (SOPs) for key tasks and processes to ensure consistency and quality.  Implement quality control systems to monitor and verify adherence to standards. Establish systems for regular feedback and continuous improvement (e.g., peer reviews, audits).

Structured processes and systems help maintain consistency and high standards across the team.

Step 5: Monitor and Measure Performance

Conduct regular performance reviews to assess adherence to standards and identify areas for improvement. Use data and analytics to monitor performance metrics and identify trends or issues. Create and share progress reports with the team to highlight achievements and areas needing attention.

Monitoring and measuring performance helps identify gaps and ensure continuous adherence to standards.

Step 6: Foster a Culture of Excellence

Demonstrate commitment to high standards through your own actions and behavior. Acknowledge and reward team members who consistently meet or exceed standards.

Promote a culture where innovation and continuous improvement are encouraged and supported.

A culture of excellence motivates team members to strive for high standards in their work.

Step 7: Address Non-Compliance Promptly

Quickly identify instances where standards are not being met. Provide constructive feedback to individuals or teams. Focus on how to improve and meet the standards. Offer additional training, resources, or support to help team members get back on track.

Address non-compliance promptly to ensure that standards are consistently upheld and issues are resolved quickly.

Step 8: Review and Refine Standards Regularly

Periodically review standards and processes to ensure they remain relevant and effective.

Gather feedback from team members on the standards and how they can be improved. Make necessary adjustments to standards and processes based on assessments and feedback.

Regular review and refinement keep standards up-to-date and aligned with evolving goals and industry practices.

Step 9: Expect This to be Hard and Plan Accordingly

Regularly reflect on your feelings and identify sources of stress or frustration. Prioritize activities that promote physical and mental well-being, such as exercise, hobbies, meditation, and adequate rest. Build a network of peers, colleagues, and mentors with whom you can share experiences and challenges. Establish boundaries between work and personal life to avoid burnout.

Being self-aware and practicing self-care helps leaders maintain emotional balance and resilience.

Common Barriers And Strategies To Overcome Them.

High standards are the foundation upon which great achievements are built. They are essential for navigating the complexities and challenges of today’s technological landscape.

Maintaining high standards is essential for success in manufacturing, engineering, and R&D.

Doing so if often the leaders’ “tall grass”.

Leaders often face significant challenges in this endeavor. 

Here are some common barriers and strategies to overcome them.

Resource Constraints

🚧Budget Limitations: High standards often require significant investment in training, equipment, and quality control.

🎬Prioritize Investments: Allocate budget and resources strategically to areas where high standards will have the most significant impact.

🚧Time Pressure: Tight deadlines can tempt leaders to cut corners or relax standards to meet project timelines.

🎬Time Management: Implement efficient project management practices to balance quality with timely delivery. Consider adopting agile methodologies to maintain flexibility without sacrificing standards.

Resistance to Change

🚧Employee Pushback: Team members may resist new protocols or higher standards, especially if they involve additional work or changes to established routines. 

🎬Engage Employees: Involve team members in the process of setting and maintaining standards. Solicit their input and address concerns to foster buy-in. Provide comprehensive training to help employees understand the importance of high standards and equip them with the skills needed to meet them.

🚧Organizational Cultural Barriers: Existing organizational culture may not support continuous improvement or high standards.

🎬Cultivate a Quality Culture: Promote a culture of excellence by recognizing and rewarding adherence to high standards.

Complexity and Scale

🚧Large-Scale Operations: Maintaining high standards across large or geographically dispersed teams can be challenging.

 🎬Standardization, Documentation, and Technology: Develop standardized procedures and documentation to ensure consistency across all operations. Use technology and automation to monitor and enforce standards, especially in complex and large-scale operations.

Balancing Innovation and Risk

🚧Unbalanced Approach: High standards must be balanced with the need to innovate, which often involves taking calculated risks. Whereas overemphasis on high standards can sometimes stifle creativity and innovation.

🎬Balanced Approach: Encourage experimentation and innovation within a framework that manages risk. Create “safe spaces” or sandboxes for testing new ideas without compromising overall standards.  Implement robust risk assessment and management practices to identify and mitigate potential risks associated with innovation.

By recognizing and addressing these challenges, leaders in manufacturing, engineering, and R&D can successfully maintain high standards and drive their organizations toward excellence and long-term success.

TL;DR

As a sophomore intern at a Texaco natural gas plant, I had to prove my ability to safely wear and use a self-contained breathing apparatus (SCBA) before being allowed into the plant. Reflecting on this experience, I realized the importance of technical leaders setting and maintaining high standards to ensure safety, quality, and innovation in their teams. It’s hard work and requires a relentless pursuit of excellence in the face of challenges like resource constraints, resistance to change, and balancing innovation with risk. Success involves clear communication, training, structured processes, and maintaining emotional balance and resilience.