Point Lookout: a free weekly publication of Chaco Canyon Consulting
Volume 2, Issue 32;   August 7, 2002: Should I Keep Bailing or Start Plugging the Leaks?

Should I Keep Bailing or Start Plugging the Leaks?

by

When we're flooded with problems, and the rowboat is taking on water, we tend to bail with buckets, rather than take time out to plug the leaks. Here are some tips for dealing with floods of problems.

Yesterday I went to buy fruit at my local market. Picking out some nice peaches, I noticed that the cherry boxes were empty. So I walked over to a man in a white shirt, who was feverishly stacking lettuce, and asked about the cherries. He had on a nametag that read "Stan."

When you rank problems
according to total cost,
think short term
and long term
"I'll go look, be right back, sir," he said, and disappeared through the swinging doors at the back of the store. Stan is always helpful.

Meanwhile I went looking for grapes. They were low, too, as were the nectarines. Unusual, I thought. I moved on, and got lost in thought picking out sweet corn.

A few minutes later, Stan returned and called to me: "Got the cherries, sir."

"Thanks, Stan," I said, as I met him at the cherries. "A little behind today, eh?" I asked.

"Yeah, the morning guy no-showed, and I just can't catch up."

As we chatted, a woman approached and asked about the grapes.

"I'll go look, be right back, ma'am," he said to her, and left again through the swinging doors.

A wrecked boatNow I understood: Stan was behind because he had been spending too much time with singleton service requests, and not enough time on catching up. I didn't blame him — he was probably following instructions — but it's a heck of a way to run a produce department.

And that's how many of us deal with similar situations. When we're flooded with problems, and the rowboat is taking on water, we tend to bail with buckets rather than take time out to plug the leaks. Here are some tips for dealing with floods of problems.

Understand present value
Rank problems according to total cost — the short-term cost plus the present value of the long-term cost. Giving too much weight to short-term cost can keep you from finding a more effective approach. In the produce department, making a single trip to deal with several stockouts at once could have helped Stan catch up.
Manage the escalation process
Why are you flooded? Are problems coming to you when they ought to be dealt with elsewhere? Monitor escalations to ensure that they happen only when they should.
Detect before affect
Measure the incidence, resolution, and escalation rates at all levels that deal with problem triage. This alerts everyone in the escalation chain as a pulse of problems moves along. It helps them plan, and prevents the false starts that happen when they have to drop one problem to solve another.

Sometimes the feeling of being flooded is a problem in itself, because we can't think clearly under pressure. Accept that in a flood, you're bound to get a little wet, and focus on clearing the flood as best you can. Go to top Top  Next issue: It Might Be Legal, but It's Unethical  Next Issue

Rick BrennerThe article you've been reading is an archived issue of Point Lookout, my weekly newsletter. I've been publishing it since January, 2001, free to all subscribers, over the Web, and via RSS. You can help keep it free by donating either as an individual or as an organization. You'll receive in return my sincere thanks — and the comfort of knowing that you've helped to propagate insights and perspectives that can help make our workplaces a little more human-friendly. More

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Forthcoming issues of Point Lookout

A well-festooned utility poleComing June 26: Additive bias…or Not: I
When we alter existing systems to enhance them, we tend to favor adding components even when subtracting might be better. This effect has been attributed to a cognitive bias known as additive bias. But other forces more important might be afoot. Available here and by RSS on June 26.
A close-up view of a chipseal road surfaceAnd on July 3: Additive bias…Not: II
Additive bias is a cognitive bias that many believe contributes to bloat of commercial products. When we change products to make them more capable, additive bias might not play a role, because economic considerations sometimes favor additive approaches. Available here and by RSS on July 3.

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