Why Handoffs Hurt

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Seth's Blog: My breakfast was right

From Seth Godin:

Room service just arrived, and my insanely complex OCD breakfast was exactly the way I ordered it. This was possibly a first.

Then I discovered the reason. The person who brought it to my room was the very same person who assembled it.

Boy that was obvious.

I wonder if the same person also took the order on the phone? I bet they did. Every time you have a handoff in a process, that's an opportunity for miscommunications and errors. It's not always practical to have one person take ownership of the entire process and the end product, but it can help your quality.

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Mark Graban
Mark Graban is an internationally-recognized consultant, author, and professional speaker, and podcaster with experience in healthcare, manufacturing, and startups. Mark's new book is The Mistakes That Make Us: Cultivating a Culture of Learning and Innovation. He is also the author of Measures of Success: React Less, Lead Better, Improve More, the Shingo Award-winning books Lean Hospitals and Healthcare Kaizen, and the anthology Practicing Lean. Mark is also a Senior Advisor to the technology company KaiNexus.

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