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The Old Way |
The New Way |
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When bad news arrives, look for someone to blame and punish them. |
When bad news arrives, examine the system for problems and make improvements. |
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Objective |
To lay blame for problems on individuals so they can be punished. |
To lay blame for problems on the system, so improvements can be made. Systems are permanently improved by "designing out" problems. |
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Method |
Blame an individual when something goes wrong. Make this person an example, so others will not make the same mistake... Read the rest in... |
Examine the system when something goes wrong. Determine how to design the problem out of the system, so that it can never happen again... Read the rest in... |
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Internal Systems |
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Employee Outcome |
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Customer Outcome |
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Market Outcome |
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