Tech Support Archives

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Cases of Technology “Solutions” Looking for a Problem?

Mark Graban - January 26, 2011 14

One of my favorite of the 14 "Toyota Way" principles to discuss with hospitals, in particular, is principle #8, which says: "Use only reliable, thoroughly...

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I Stand Corrected

Mark Graban - April 22, 2007 2

Are We Creating Problems By Design?: Beyond Blinking Lights and AcronymsMike Schaffner's "Beyond Blinking Lights and Acronyms" blog linked to my complaining about the...

"That’s What We’re Here For"

Mark Graban - April 15, 2007 2

My main point here I think is "Tech Support should NOT be part of the normal process."I needed to register for an internal company...

Mark Graban on Calling a Supervisor a “Process Coach” Doesn’t Mean the Job Really ChangesApril 29, 2026
An anonymous comment from a former Ford employee: Great post! The Ford process coaches are supervisors and babysitter. There is…
Ben Royal on Why You Can’t Think Your Way to a Root CauseApril 22, 2026
I was taught (the hard way) to remember that regression to the mean is real
Andrew Wagner on Why You Can’t Think Your Way to a Root CauseApril 22, 2026
“What do we know and how do we know it?” This is exactly what Deming was talking about when he…
Ben Royal on Staff Had Concerns: What a Surgeon’s Manslaughter Charge Tells Us About Speaking UpApril 21, 2026
Isn't there something called vicarious liability that is related to a hospital's culture?
Jack Benedict on Anthropic’s Claude Code Leak: Why the Instinct to Fire Someone Is the Lazy ResponseApril 15, 2026
Based on this blog titled, Anthropic’s Claude Code Leak: Why the Instinct to Fire Someone Is the Lazy Response, it…

Tag: Tech Support

Cases of Technology “Solutions” Looking for a Problem?

I Stand Corrected

"That’s What We’re Here For"

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