When writing work instructions, you get points for clarity, not style. Instead of waxing lyrical about the customer journey and decisive moments, just make your point. Here are eight ways to do that: Use a clear heading to explain the task If you can’t explain the task succinctly what chance do people following the instructions […]
The Deadly Cucumber
Germany has had one of its worst ever outbreaks of food poisoning. The cause was an outbreak of E. coli O104. It was bad, 2,400 people became ill and 23 people died. Initially it was thought that the infection came from organic cucumbers grown in Andalusia. In response, Germany’s health ministry told consumers to avoid […]
Angry Birds and Process Control
Alaska Airlines has made an interesting step in process control. (For all of you rolling your eyeballs at the thought of process control you should remember that aeroplanes that are out of control are generally a bad thing.) They have replaced the 11 kilos of paper flight manuals that pilots are required to carry when […]
Error Proofing Suicide
Here is a process improvement idea; you should make it easy for people to get something right and difficult for them to get it wrong. Classic examples include flat pack furniture that only fits together one way, or the fact that all around the world a red light means stop. The converse principle also exists, […]
The Problem with Analytics
We have become obsessed by analytics or “the application of computer technology, operational research, and statistics to solve problems in business and industry”. Analytics uses databases and algorithms in an attempt to resolve problems. Analytics uses infographics to present data. This is not the same as analysis or “the process of breaking a complex topic […]
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