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Intro: Welcome to the E6S-Methods podcast with Jacob and Aaron, your weekly dose of tips and tricks to achieve excellent performance in your business and career. Join us as we explore deeper into the practical worlds of Lean, Six Sigma, Project Management and Design Thinking. In this episode number 155, we just ask "Ctrl+Shift+Esc" to break us out of here. "Down with the Dogma!" Jacob and I discuss where and when we think certain rules just shouldn't apply, or no longer make sense and may actually do more harm. If you're just tuning in for the first time, find all our back episodes on our podcast table of contents at e6s-methods.com. If you like this episode, be sure to click the "like" link in the show notes. It's easy. Just tap our logo, click and you're done. Tap-click-done! Here we go. http://bit.ly/E6S-155 Leave a Review! http://bit.ly/E6S-iTunes
When the rules don't make sense, press Ctrl+Shift+ESC to make an intelligent decision – Even ISO has an escape clause for standard operating procedures – just requires a waiver proving you thought through it. Dogma kills the customer experience. Puts more emphasis on the process than the individual or customer.
I Situation: Handicap Accessibility
a. Denied handicap parking – Rules say you must have a tag. Security forced a paraplegic person to move his car (rental), because it did not have the proper tags
i. What’s wrong with this picture?
b. Do not use elevator in the event of a fire – Same paraplegic student on 3rd floor during fire drill. One local person told him to use the elevator. Another criticized him for doing so. Student looked at the man dumbfounded. “Really? – Are you not seeing this wheelchair situation?”
II Customer Service Calls
a. Amex made an error on a fraud claim against my corporate card. I called them to correct the error. They then told me about what additional steps I needed to take, print the document, fax to this number and just write down what the error is….
i. OK. That may be your process, convenient for you, but that’s why I called…. To fix it now
ii. I told him that required me to find and connect to a printer, then find a fax machine to fix an error that I hoped to have fixed on this phone call.
1. He then said, “Oh, I’ll just go talk to them. They sit by me….”
III LSS and Project Management
a. ROI and financial benefits
b. If no big $, doesn't make the cut, despite the practical benefits
IV What about Dogma in Agile?
a. 2 week sprints
b. Misuse of daily stand-ups (doing the process but not getting the right value)
c. Give me dates! (old dogma sneaking in)
V Work Rules
a. You service all your clients remotely on the phone, but your boss demands you sit at your office desk all day, (in another state), even though there is a shortage of desk space for people who need it. Why?
VI Red lights at midnight? When there is no traffic around. I had an ex who was stopped by police because she stopped at a red light. He told her to NEVER stop for a red-light in that neighborhood again. It was a bad neighborhood. He said “Down Dogma” when it didn’t make sense, or actually made things worse
VII Captain “Sulley” – USAirways plane landing on the Hudson River. Put down the dogma. Broke the standard and save many lives.
VIII Disclaimer – Rules are there for a reason. This is not to say we should relax the rules in most situations. It means that we should look at the situation and be aware as to whether the rules could make things worse or not. “Do these rules apply here?”
a. Requires empowering others
b. Requires hiring people willing to think and make a choice
i. Not everyone is comfortable making decisions. They want rules, but sometimes the rules don’t work.
Outro: Thanks for listening to episode 155 of the E6S-Methods podcast. Stay tuned for episode 156, where I interview Rodolfo Dominguez, for his insights and experiences while undergoing a massive IT systems overhaul. Don't forget to click "like" or "dislike" for this episode in the show notes. Tap-click-done! If you have a question, comment or advice, leave a note in the comments section or contact us directly. Feel free to email me "Aaron", firstname.lastname@example.org, or on our website, we reply to all messages. If you heard something you like, then Clammr and share it. Don't forget you can find notes and graphics for all shows and more at www.E6S-Methods.com. "Journey Through Success. If you're not climbing up, you're falling down." Leave a Review! http://bit.ly/E6S-iTunes