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's new book is The Mistakes That Make Us: Cultivating a Culture of Learning and Innovation.
He is also the author of Measures of Success: React Less, Lead Better, Improve More, the Shingo Award-winning books Lean Hospitals and Healthcare Kaizen, and the anthology Practicing Lean.
Mark is also a Senior Advisor to the technology company KaiNexus.