Ignorance ~ Not knowing why you are measuring something Greed ~ Too many measures Stupidity ~ Having measures and targets that drive destructive behaviours Inexperience ~ Not understanding “noise” in data and running off to fix things that aren’t really broken. Vanity ~ Dressing up and displaying data in an incomprehensible way Wastefulness ~ Burying the message in unnecessary […]
Archives for September 2011
Customer Service Surveys, What a Waste of Time
The company I work for runs a management health screening scheme. Once a year they pay for me to go to see a doctor who looks at me with disdain. I was screened last week. After an hour or so of checks and analysis (and not inconsiderable expense) the doctor told me: I drink too […]
Six Questions about Six Sigma
Question 1: What exactly is a sigma, (let alone six of them)? It is a measure of how good a process is at delivering something that a customer wants. Just because a customer wants it, it doesn’t necessarily mean that the process is capable of delivering it. I might have wanted a son, think of […]
Does the Janitor Own your Processes?
Who owns your processes? It’s a simple question but a complex answer. (Unless, of course, you’re a one-person business where you do everything, in which case I’m fairly sure you are the process owner) In the real world where companies are larger than a single individual – and multinationals can have hundreds of thousands of […]