The Chairman, TATA Steel, Jamshedpur, India was holding a weekly meeting with his staff. One worker complained about the poor quality and maintenance of toilets for workers. In contrast, the toilets meant for the executives were of top quality having the highest standards of hygiene and cleanliness.
The Chairman found this was unacceptable. Workers should have access to clean toilets. He asked his top executive how much time they would take to set it right. The executive asked for a month’s time.
The Chairman said “I would rather do it in a day. Send me a carpenter.” The next day, when the carpenter came, he simply ordered the sign boards to be swapped. The sign board on the workers’ toilet displayed “Executives” and the Executives’ toilet displayed “Workers”. The Chairman then instructed this sign to be changed every fortnight. The quality of both the toilets came at par within three days.
This incident was shared as an example of leadership by a friend, which indeed it is. But it also shows people need to have a feel of the problem they need to solve. Workers’ toilets would not have improved so quickly if the executives would not have had to use them.
One-third of the global populations still does not have access to a clean and hygienic toilet. Close to 900 million people across the globe continue to practice open defecation. The sustainable Development Goal 6 aims to achieve access to water and sanitation for all by 2030.
Achieving this goal requires a change of mind set to approach solutions. Leaders and managers need to get out of their comfort zones and experience what people around them go through. Then only they will find quicker solutions.
My father was a police officer. I remember he would often go unannounced and eat in the canteen meant for police constables. He ate where all constables used to sit and eat rather than being served in the officer’s dining room. This ensured that the food caterers consistently gave attention to the quality of the food, cleanliness of the canteen, its washrooms and crockery. And, this was also good for the morale of the hard-working police constables.