From Seth Godin:
Room service just arrived, and my insanely complex OCD breakfast was exactly the way I ordered it. This was possibly a first.
Then I discovered the reason. The person who brought it to my room was the very same person who assembled it.
Boy that was obvious.
I wonder if the same person also took the order on the phone? I bet they did. Every time you have a handoff in a process, that’s an opportunity for miscommunications and errors. It’s not always practical to have one person take ownership of the entire process and the end product, but it can help your quality.
Thanks for reading! I’d love to hear your thoughts. Please scroll down to post a comment. Click here to receive posts via email.
Now Available – The updated, expanded, and revised 3rd Edition of Mark Graban’s Shingo Research Award-Winning Book Lean Hospitals: Improving Quality, Patient Safety, and Employee Engagement. You can buy the book today, including signed copies from the author.