Seth's Blog: My breakfast was right
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.
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Mark Graban
Mark Graban is an internationally-recognized consultant, author, and professional speaker who has worked in healthcare, manufacturing, and startups. His latest book is Measures of Success: React Less, Lead Better, Improve More. He is author of the Shingo Award-winning books Lean Hospitals and Healthcare Kaizen, as well as The Executive Guide to Healthcare Kaizen. He also published the anthology Practicing Lean that benefits the Louise H. Batz Patient Safety Foundation, where Mark is a board member. Mark is also a Senior Advisor to the technology company KaiNexus.