Tag Archives: Constraints

I Can’t Hear What You’re Seeing

For many years, the term Voice of the Customer has been a source of incalculable confusion and a hazardous source of misdirection. The reality of dealing with a cacophony of voices that can often come from the many interfaces and service points is daunting for some. Discerning the signal from the noise fosters subjective simplification and can and too often yield risky and sometimes shallow insights carried forward into our delivery of services.
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No Way!

“How often have I said to you that when you have eliminated the impossible, whatever remains, however improbable, must be the truth?” says Sherlock Holmes to Dr. Watson in Sir Arthur Conan-Doyle’s “The Sign of the Four” (and two other books in the series). Many problem solvers have applied the maxim to separate the signal from the noise, finding the real cause. I believe that the maxim creates a real struggle for those under the gun to find the culprit causes. This is one maxim that lots of folks at Toyota are stressed over.

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Simply Speaking with Albert Einstein

Years ago I was visiting a financial services regional office and conducting an informal “walk-through” prior to deciding on whether to pursue business development with them. This particular division serviced auto loans. As I went around the workstations I noticed a desk with a very large stack of mail, a very large stack. One individual was opening and sorting each envelope. I asked about it and was told that the individual was the accounting manager and they were the only person in the facility authorized to open incoming mail. I tried very hard to mask my reaction as I asked why that rule was in place. “Well, a few years ago we had an individual steal some money from a payment envelope, so we implemented this improved control so that never happens again.” Flashes of Humphrey Bogart and strawberries in the “Caine Mutiny” suddenly appeared.
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Where is That Report?

To a small to large extent, most reports that are produced and delivered are late, early, inaccurate, or incomplete, with too much or too little at the time when needed to make decisions. Ouch, that sounds like a nasty indictment. But …
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The Choice is Yours … Maybe

What defines a good strategy? What does it mean? Strategy may be one of the most overused and subsequently confusing subjects in practically any realm we encounter. We hear about so many categories of strategy, that subjectivity has overcome objectivity …
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Just in Case

Just in case. When packing for a travel, what did we add to the bag as we said, “just in case?” Did we sufficient “in case” stuff that we paid extra weight fees for our baggage? When walking into the closet and seeing a wardrobe assortment spanning 6 years and 50 pounds ago, do we hesitate before reaching for something to put into the give-away bag saying, “maybe I’ll wear it keep it, just in case?” How about the files we keep in our desk drawer or in a section of our hard drives, just in case? Do any of the books on our shelf look brand new and unopened after a decade of taking up space, but we keep them, just in case? Are we saving five year old magazines for “when I have some time to reads them?”
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Throwing the Flag

Those who follow sports know that the quality of officiating is receiving much needed and overdue attention. In fact, there is one officiating team in NCAA Football that is currently sitting on the bench for terrible calls in very important games. In fact, the poor officiating may have determined the winners and losers. Sports are a great place to talk about poor measurement because we’ve all seen it. With the advent of better technology and high definition instant replays some of the boo-boos are much more evident. Competent people in the business of evaluating performance of any type are very aware of the impacts of measurement and very skeptical of any decisions people make …. Measurement issues surround us …. I used the word competent intentionally because those that don’t pay serious attention to the quality of measurement and render opinions, advice, or recommendations on data or information are dangerous people to have on board
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What’s for Lunch?

“Tell me what you eat, and I will tell you what you are.” Anthelme Brillat-Savarin.

Do you know who he was? To folks like me who love our time in the kitchen, he is considered the “Father of Foodies.” His professional life was as a lawyer and politician, but his fame comes from laying the foundations and building the house of modern gastronomy. His book, Physiologie du goût (The Physiology of Taste) , is not on my list of recommended reads, but his insights are timeless. The Julia Childs and Emeril Lagasses and all the wannabees can thank our first “Iron Chef”. His comment above is among others that are relevant far beyond the realm of chopping blocks and saucepans.

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In the Dark?

There’s a pretty interesting debate going on between some really bright folks about whether information, or history, can be destroyed. It’s not among real historians, archaeologists, biographers, or anyone else most of us would imagine. It’s among very renowned physicists, …
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The Real Deal

While driving this morning I caught some news on the radio. One disturbing bit of news reported that a large defense contractor in Great Britain is facing potential fines of over $1 billion for alleged bribery paid in pursuit of business.
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