Mark Graban's leanblog.org - Lean Healthcare, Lean Hospitals, Healthcare Kaizen, Lean Thinking, Lean Manufacturing, Toyota Production System

Why Handoffs Hurt

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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.

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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 is an internationally-recognized consultant, author, and speaker who has worked in healthcare, manufacturing, and startups. He is author of the Shingo Award-winning books Lean Hospitals and Healthcare Kaizen, as well as The Executive Guide to Healthcare Kaizen. His most recent book is an anthology titled Practicing Lean that benefits the Louise H. Batz Patient Safety Foundation, where Mark is a board member. Mark is also the VP of Improvement & Innovation Services for the technology company KaiNexus.

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