Blame the Process

I was recently presented with an opportunity to “think Lean” outside of my normal work setting, with others who are unfamiliar with Lean. I have found that in a work place where Lean is the norm, it is very easy to do things the Lean way, especially since everyone is working towards Continuous Improvement. The real challenge is to implement Lean in areas of your life that you hadn’t normally before, and to challenge the way you previously reacted to situations. One of my personal challenges has been to remember to “Blame the process” when there’s an issue, instead of blaming myself or another. Instead, you must look at the process in order to find the areas that create opportunity for mistakes and waste.

Our student organization MEDLIFE had a shipment come in for a fundraiser, in which we looked at the master sheet to make sure we had everything we were supposed to, which we did. Off to a good start, we started distributing the goods. It wasn’t until we came to the last few orders that we realized we were short multiple packages, and customers orders were missing items. After wracking our brains and consulting, we found out that an entire order hadn’t been ordered, as the order sheet was in an envelope that was thought to contain only money, and it was never opened.

In situations like this, I have time and again looked for the person to blame, the person who “screwed up”. It was what I had been used to, and was something I used to witness on a daily basis. However, before I could let this take hold of me, I took a deep breath and chanted to myself “Blame the process, not the person.” And so, after figuring out how it was corrected, we all congregated and began the break-down of the issue.

We used 5 Whys to understand what lead to the envelope and order being missed, which led us to understand that the overall collection process had been terribly messy and un-standardized. People had randomly dropped off orders, names were not on all the papers, some money was in envelopes, some money was just clipped together, and most of it was not labeled. In addition, if we had taken the time to separate orders before allowing people to pick them up, we could have caught the issue sooner and there wouldn’t have been multiple incomplete orders.

Overall, a recipe for disaster! After going through everything, I was astounded by the fact that only one order had been missed, as it must have been very frustrating for those who had the job of counting everything up and recording the orders. With this information, we now have a standard of how things are to be labeled and turned in, as well as by whom and when. This way, our collection process for any future fundraiser will be much more efficient, and less stressful for those who are collecting.

Not only did it feel good that I was able to react in a Lean way, but it was also a good experience to correct an issue the Lean way with others.


One comment on “Blame the Process”

  • Theresa Coleman-Kaiser
    March 5, 2018 at 3:19 PM

    Sounds like you have plenty of process steps to address without blaming the people. Good job jumping in and demonstrating a Lean-thinking approach to problem solving. I am certain that everyone involved in the process was engaged in rational decision-making and had positive intent….they just didn’t have a good process. You will help make it better!

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