Mistakes and setbacks can be opportunities for growth when we find out what went wrong and change our approach. Let's look at the key steps to ensure such learning occurs.
How can you do more to stir useful discussions of what's working and what's not?
Most organizations act as though errors will never be made and give those in the organization no guidance as to what to do about errors...
"The future isn't what it used to be."
--Variously ascribed
This article points out that knowing about the existence of irresistible forces, getting organized to deal with them, and seeking advantages from them is not enough to achieve breakthrough gains and irresistible growth. By being aware of the degree and frequency of each force's volatility, you select relationships with just the...
You can't afford to have anyone think that they can get away with a cover-up, either by keeping things quiet or by avoiding negative consequences. Having reporting methods in place to raise red flags about the potential for covering up and being unequivocal in dealing with anyone who violates company policy concerning covering up are your best weapons in this regard.
How can you...
The motto of many organizations is "Customers come first." Read or hear that motto, and you might assume that an organization is bending over backwards to make life simple and easy for customers. But that's rarely the case. Such mottos are usually lip service rather than commitments that are enacted in reality.
Consider how so-called customer service usually works online. A Web site...
Here's a better idea: Encourage beneficiaries, customers, and users to decide how much automation they want to use . . . and when they want to use that automation. Customize your automation to uniquely fit each beneficiary, customer, and user in the same way that Dell customizes its computers for each customer.
Let's consider how this principle might work for credit card customers. Some...
Too often, businesses treat customers as though they could all wear the same size shoes. Although they would never do that with products, the processes that customers need to use often have that overly uniform quality. Let's look at how this problem pervades society.
Governments, for instance, could do a better job as well by offering flexible automation. In a spirit of fairness, many...
An assembly line moves a vehicle along at a steady pace. The speed is set to reflect a trade-off between having enough or not enough time to add each part. But naturally, things can go wrong. A tool can break. Parts may be defective. The inventory bin may be empty. What do you do then?
Well, it is possible to stop the assembly line, but the manufacturer doesn't want that to happen very...
Lines aren't just for assembly; they are also for people waiting to be served. As you well know, many processes require unnecessary waiting. Each person is directed to follow exactly behind a specific other person. You then move in a fixed sequence from one station to another. At some point, you are finally done.
It doesn't seem to matter to anyone running the operation that some stations...
Education is what remains when we have forgotten all that we have been taught. --George Savile, Marquis of Halifax
Have you ever had the experience of quickly forgetting important information? Relax, we all have.
Those who need to learn safe practices have the same problem. Creating continual awareness and retraining can help.
Pilots have to return to the simulators on a regular...
Automate success, not failure.
--Paul A. Strassmann
Cruise control can be a good thing or a bad thing. What makes the difference? On a fairly straight road with little traffic during good weather, letting the car operate at a constant speed frees you up to pay more attention to the road and enjoy the driving more. Pick an optimal speed and you'll also get better gas mileage. But keep the...
