Posts Tagged Root Cause

Highlighting Process Glitches


“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

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