As you check references and interview your OR, ask questions to gauge their leadership experience, responsiveness, and demonstrated client satisfaction. 

Leadership is perhaps the most important aspect of an OR. Leaders earn their position through trust and problem-solving. They understand the importance of constantly moving forward and finding compromise. Leaders also know that the team entrusted to them seeks their advice. Leaders keep the train on the tracks so the team can reach the destination.

Q: How does the project team view the assigned leader? Do they trust the leader to support them? The leader of the OR team is a learner who is constantly accessible and visible, but does not dominate the team.

Directly advocating for your needs as a potential client is the benefit of OR services. The services of the OR are dedicated to protecting the client. Ask hard questions during the interview: 

Q: What do you think your clients say about you? An engaged OR will know what the client appreciates and where the client expects improvement.  

Q: How responsive were you to the requests of the client? The OR must always be accessible and ready to serve the client, beyond the basic paperwork.  

Q: How does the OR prioritize matters efficiently across their client base? As an OR, do you cloud the issue with excessive paperwork and charts? A key component of the OR is the ability to provide salient, pertinent, and timely advice. Make the OR demonstrate their value. 

All client relationships have low and high events.  The OR needs to actively apply their experience towards the prevention of “ugly” situations.

Q: Where did you fall down? Flexibility and resourcefulness are elements of service that will bring the greatest satisfaction when the issue suddenly turns ugly. 

Thanks for reading this second installment of Terry Talks. What do you want your OR to do for you?