In David Mann's book, Creating A Lean Culture: Tools To Sustain Lean Conversions
Any of Google's 10,000 employees can use its “Buganizer” system to report a search problem, and about 100 times a day they do — listing Mr. Singhal as the person responsible to squash them.
“Someone brings a query that is broken to Amit, and he treasures it and cherishes it and tries to figure out how to fix the algorithm,” says Matt Cutts, one of Mr. Singhal's officemates and the head of Google's efforts to fight Web spam, the term for advertising-filled pages that somehow keep maneuvering to the top of search listings.
Amit Singhal is Google's head of search engine operations. It's a good example that he treasures those problems (and isn't fixing everything himself, he assigns teams of engineers to work on the problems). If he was too proud of what he had created, he might get defensive and drive people to NOT report problems, if he reacted with anger or frustration instead.
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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.
“The wise mend their ways” was a favorite quote of Taiichi Ohno. Too bad many people are not so wise.. instead pride (one of 7 deadly sins) have overtaken them.