Improvement Insights Blog
Are You Too Comfortable Fixing Stuff That Shouldn’t Be Broken?
Seems like everywhere I shop, employees are more comfortable fixing stuff than fixing the process. Does this sound familiar?
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“Hi, I’m Jay Arthur, author of “Lean Six Sigma For Hospitals” and QI Macros [software].
“Have you ever gone somewhere and watched how the business works and [thought], “Why? Why do they do it that way? That’s sort of silly. Why don’t they do it a faster, better, simpler, cheaper way?” But people seem to be more attracted to spending their time continuing to fix things that are broken.
“When I was in the phone company, we had whole departments dedicated to fixing stuff that wasn’t right. You know, service order errors and billing errors and all this other stuff. Nobody said, “Hey, I wonder if we could fix this so that that doesn’t happen anymore.”
“What would it be like if there were no more things to fix? I don’t know, but I’d like to find out.
“That’s my Improvement Insight. Let’s go out and improve something this week.”
