Posts Tagged 5 whys
Highlighting Process Glitches
Posted by nthorpe in Lonely Planet on August 17, 2011
“We wanted a way to notice recurring patterns in glitches.”
This team gets through an enormous amount of work which requires many hand-offs with other departments. When there’s a glitch in a part of the process, the team member adds a little red sticker to a card, often with an accompanying note about why there was a glitch. If a story accumulates a few of these, we can see it’s in trouble. Also, the little stickers are an excellent reminder for retro, where we have a chance to talk about how to address any larger issues that might be driving them, or even use “5 whys” to delve into the root cause of glitches.
Spotted: Lonely Planet