HIGH-PERFORMANCE KILLER: Problem Hiding
Problem Hiding is a High-Performance Killer. However, there is an antidote: to make the customer value visual throughout your organization.
Make sure that each visual innovation stream tells us at a glance how work should be done and whether it is deviating from the purpose to deliver what customers expect, with the quality that they expect, in the quantity and time that they expect.
Help your associates to see immediately how they are doing with the status of all work in process, and many other types of information critical to the flow of work activities.
Go beyond capturing deviations from a target or goal on charts and graphs and posting them publicly. Integrate visual management into the innovation processes aimed to improve the value-added work.
Visual management complements humans because we are visually, tactilely, and audibly oriented. Well-developed visual systems helps high-performance organizations to avoid problem hiding, increasing transparency, building trust, enabling communication and giving the associates more control over their environment and the actions required to succeed in their responsibilities.
By continually surfacing problems and developing the capabilities of your associates to fix them when they occur, you build a creative organization which works in the healthy tension to always find better ways to flow the value to each customer.
Finally, some questions to spark reflection:
Is your organization fuelling this high-performance killer?
Are you hiding the problems that prevent customer satisfaction?
Jonathan Escobar Marin
Jonathan Escobar Marin is Director, Global Head of Lean Management at HARTMANN Group in Germany; and Co-Founder and CEO of Inn—Be.