WHAT DO autonomy, creativity and consistency have in common? They are all characteristics an agency owner would like to see in each employee. Autonomy gives employees the sense that they control their destinies and have the opportunity and authority to make decisions. If management supports and reinforces self-directed decision-making, fewer decisions need to be considered by multiple people, and the agency runs more effectively. A secondary benefit is that employees who have more autonomy experience less stress in their daily work.

Employees with creativity are more likely to contemplate alternative solutions to workflow logjams. They think about unique ways to solve problems. When employees couple creativity with autonomy, there is less need for direct management. This enables agency managers to spend more time on strategic activity and other tasks that can that propel the agency to new heights.

Consistency has many applications. An employee can have a consistent work ethic, which enables a manager to rely on the employee for a certain level of production every day. Consistent attendance relieves a manager from having to cope with frequent absenteeism. It's important for effective agency workflow that employees follow consistent procedures. When tasks are done in a consistent way, one employee easily can step in for another and follow through on any unfinished work. Consistently following procedures leads to greater accuracy and improved customer service.