Root Cause Found - Now What?Once the root cause of a problem is found, correcting is often more than a quick fix. In case studies of problems, the Tylenol Crisis of 1982 is one that shows many good choices. One of Johnson & Johnson's core values was "protect people first, property second" and when it was discovered that cyanide was placed in capsules AFTER the product was delivered and Johnson & Johnson was not to blame, they still assumed complete responsibility, recalled all capsules, and later re-entered the product with the "safety cap" we all know.
Contrast this with the 1989 Exxon Valdez oil spill where Exxon NEVER took responsibility for what happened and dragged the cases through the courts for over 20 years. Exxon was found at fault with insufficient supply of trained crew and inadequate equipment on the ship.
Taking responsibility for a root cause is not the same as taking blame although the reaction is often similar.
When the root cause is found and you are ready to act, take a couple deep breaths and look at the opportunity to really make a difference. Simple steps to get started will include:
1. Document the cause
2. Come up with possible solutions
3. Test to find the best solutions
4. Create a procedure to follow
5. Test the procedure
6. Roll out the solution - make a fanfare!
7. Evaluate after the solution is implemented.
Solutions are often easier than we think and Johnson & Johnson shows that by taking responsibility, you can come out with new "social capital".
Copyright 2010 Linda Fayerweather MBA EA
http://www.changinglanes.biz/
419-897-0528
linda@changinglanes.biz
Business Plans Make Profit!
Have you read "Think and Grow Rich"? If not or you want to share a copy with a friend, here is an opportunity for a free copy - just pay the shipping and handling of $4.59. This book is currently selling for $12.95 on Amazon. Just go to: http://www.FreeTGRbook.com/ChangingLanes and follow the directions.
Halloween Business Lessons from my Two Year Old
My daughter and I just got back from Trick-or-treating and I'm not sure who got more out of it. First, she handled herself better than some of the adults. And second, I'm absolutely amazed by the maturity of children when they have no fear. I couldn't help but compare how she acted with how some people approach their business.
We've been practicing saying "Trick or Treat" for about a month. She has a pretty good "Thank you" when she stands still long enough. While we were out tonight she showed patience, perseverance, and tenacity. Some would notice that these are things that her elders sometimes take for granted.
So here are the invaluable lessons that she taught me:
1. Dress for success. 2-year old Lady Bugs are adorable. She played the part with enthusiasm.
2. Practice. She knew what to say the moment the door was opened.
3. No Fear. Just Action.
4. Tenacity. She didn't get upset when a door didn't open. She just shrugged like she couldn't fathom why the door wouldn't open to someone as cute as her AND she moved on to the next door.
5. Salesmanship. She looked the person straight in the eye and waited while candy was put in her bag. THIS IS IMPORTANT: She never closed the bag until the other person was done putting candy in it!
6. She said "Thank you" clearly and sincerely.
She raked in the candy and that taught me my final lesson for the night. A Kit Kat and a 3 Musketeers, even of the mini variety, can keep a 2-year old up WAY past her bedtime.
Copyright 2010 Todd Pillars teaches business owners and sales professionals how to create a network of endless referrals, easier and faster than they ever thought possible. Contact him today at 419-855-2273 or todd@toddpillars.com. You can also find out more information about his Endless Referrals Workshops and FREE Mastermind Groups at http://www.toddpillars.com/
