“A dashboard should help you see the operation. It should never become a substitute for seeing the operation.”
Observed close to the work
Field Notes
Shorter ideas about management, service, standards and what becomes visible when you stay close to the operation.
“If a problem needs the same reminder every day, the reminder is not the system.”
“Ownership begins where the sentence ‘someone should’ ends.”
“The night shift exposes weak processes because fewer people are available to hide them.”
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