August 13, 2008
Falling Between The Cracks - When Your Processes Don't Allow You To AdaptA couple of years back, I lost my wallet on the way to an off-site meeting with a client.
I called my credit card company to ask them to cancel my card and send me a replacement. It just so happens at that very moment a replacement card was already on its way to me in the post because I'd been upgraded to a gold card.
They canceled the gold card. And didn't send a replacement card because a replacement card was already on its way.
Somewhere buried in their complex processes is a unique combination of circumstances for which they never planned. A box in the state transition table they forgot to tick, if you like.
And because business is complicated, such operational cul-de-sacs will inevitably catch us out from time to time.
The right thing to do when we get stuck in a box nobody planned for is to improvise a solution and incorporate it into regular operations. We call that learning. You may have heard about it...
The wrong thing to do is to refuse to admit that there's a hole in your processes and leave no room in which to improvise a solution, let alone incorporate that solution into your business in case the situation arises again. That's called not learning. It's very popular these days.
Posted 13 years, 10 months ago on August 13, 2008