« Can Chickens Swim?| Main | IRS: We Also Gave Away Your Information »
Synchronicity: It's Never There
One of the things that amaze me the most about giving the MAT to a large organization is that there is always a huge difference between how process quality is perceived by different groups. Producers most often think process quality is much better than consumers. Management usually thinks it's better than workers. You would think that if there's one thing that people could agree on, it's "how well are we following our own recipe?" but that's not the way it works.
"Process Alignment" is a new concept introduced with the MAT. Once you understand that process quality is irreducibly subjective, an honest question would be "how much does it vary in my organization?"
I've found that as a mentor and trainer, working these alignment issues is paramount to my success. If I don't have the same idea of what needs fixing as the customer, how can I ever possibly succeed?
Leave a comment