Education Article

Mastering Efficiency and Effectiveness at Work

No matter your role, your goal should be to use your time in the best way possible for you and your customers—both internal and external. Studies show that focusing on efficiency and effectiveness can help you achieve this.

Efficiency is the ability to achieve a goal with minimal wasted effort or energy, using available resources in the best way possible. Simply put, efficiency means nothing is wasted, and all processes are optimized.

Effectiveness is the degree to which a desired result is achieved.

We all have the capacity to be efficient and effective, though personality can influence our natural tendencies. Some people find efficiency "too organized" and prefer a more flexible approach, while others prioritize efficiency in everything they do. Whatever your natural inclination, it’s worth considering the personal benefits of becoming more efficient and effective—not only for your customers' satisfaction but also for your own sense of accomplishment.

For those who are in the "average" range of efficiency, know that you do have control over your ability to improve. Aim for consistency in both efficiency and effectiveness to ensure optimal service for your customers and your company, giving yourself the satisfaction of knowing you've done your best.

If you find yourself at either extreme—constantly driven by efficiency or feeling indifferent toward it—this can create challenges for you, your team, and your customers. Each of us can adapt our tendencies to align with our customers’ needs. Your customers bring their own preferences and expectations, and part of your role is to understand these and work within them to provide effective, efficient solutions that meet their needs.

Successful companies aim for high customer satisfaction, which depends on "doing it right the first time." Efficiency is a key part of achieving this. Here are four key factors to help foster efficiency and effectiveness within your organization¹:

1. Resources: Assess your budget, define goals, communicate them across the organization, and hire the right people to get the job done efficiently and effectively.
2. Time: Set realistic timelines based on what your people and equipment can achieve, and hire the right team to meet these goals.
3. Quality: Establish high but achievable quality standards, educate staff, and hold everyone accountable.
4. Completeness: Continuously evaluate your performance in meeting timelines and satisfying customers. The job isn't done until your efficiency and effectiveness standards are met.

Every employee can influence these keys to customer satisfaction, building both team success and personal growth—a win-win for all!

¹ Bouchard, Johanne (2015), Four Keys of Efficiency and Effectiveness, www.johannebouchard.com