Tag: Problem Solving
In Customer Service, Apologizing Does NOT Get to the Root Cause
Making the Most Of Customer Complaints - WSJ.com:
Here's a good article from the WSJ about customer focus and quality improvement:
"All too often, companies have...
Managing to Learn, from John Shook
Managing to Learn: Using the A3 management process to solve problems, gain agreement, mentor, & leadPublished by the Lean Enterprise Institute, John Shook has...
"JIT" As A Cause of Delayed Shipments?
"Just in Time" so often gets a bad rap. People blame "JIT" for all sorts of problems, when it's often a problem with how...
Taking Responsibility for Mistakes – On the Field, and Off
Wildcats know they have room to improve -- chicagotribune.comThose of you who know me recognize me as a diehard Northwestern Wildcats fan. Yes, it's...
IndustryWeek Webcast on A3 Reports by Prof. Durward Sobek
IndustryWeek : A Primer on A3 Reports: Better Thinking for Stronger Organizations
I can understand the appeal of A3 reports... putting all of the relevant...
Process Firefighting, Sometimes the Result of Process Arsonists?
"process arsonist" - Google Search
I was talking with someone a few weeks back about the analogy of "fire fighting" in a workplace (something that...
Fire Fighting vs. Root Cause Problem Solving
Below is some of the text from edition #3 of the newsletter from my upcoming book Lean Hospitals: Improving Quality, Patient Safety, and Employee...
The Power of Asking "Why?"
reportonbusiness.com: Asking 'why' again and again is harder than you think, but it works
It's kind of neat to see a column about the "5...
Google-Funded eSolar project shows signs of Lean Thinking
By Jason Turgeon:Google made headlines last year when it announced it that it was going to devote a significant chunk of cash to developing...
A Silly Example of Mandates and Threats Not Working
Cemetery full, mayor tells locals not to die
Maybe this mayor has consumed too much Bordeaux wine. But this story is a wonderfully comical illustration...
Why Do Patients Have to Do This?
The Informed Patient - WSJ.comGood column in the WSJ today, as always, from Laura Landro. She writes about the need for patients to take...
My At-Home Medical Mistake: Taking the Wrong Version of Day /...
I'm a bit mad at myself for inflicting some preventable human error on myself last night. It's OK, I didn't harm myself, but let...
