Done Fire Fighting?

Fire-Fighting mode is running wild and we can't seem to ever catch up with the incoming requests and demands.

• There are constant interruptions and each issue appears more important than the previous.
• Everyone seems to want their request completed by "yesterday" and there is no time to sit down and calmly think about how we work.
• When you ask for priority, it is all said to be "urgent" and "important". This is when you know something fishy is going on.
• Could it be too high stress levels in the workplace?
• Have we misplaced productivity for just appearing busy? Am I rewarded for running around, shooting off many emails and appearing busy?
• Is the process in desperate need for re-design to reduce the amount of waste coming out of it?
• Is it inefficient communication that generates all this waste?

Trying harder, to do what you understand as your job, when the system is broken often results in more damage. Don’t just do something, stand there (and think) . Source.

This is where Lean comes handy. Lean aims to:

1. Eliminate Waste in the process (it can be of any sort).
2. Improve Flow of the process.
3. Reduce Complexity and Simplify Task.
4. Standardise the Procedure.
5. Mistake-Proof the process design upon each opportunity (Develop Poka Yokes).

No one thanks you for being stress or overworked.

Fire-Fighting doesn't work and if it happening on recurring basis, Houston we have a process issue. Let's cool down and look at the process for a moment. Most of the times, by doing this you will already see start seeing improvements in the process flow.

Consider organising a short workshop to talk about the process. During this workshop I recommend the following:

• Keep it light and easy. Don't let any blame game take place.
• Make your Facilitation Visual.
• Map out the steps of the process. More detail on the problematic steps.
• Note down any improvement ideas that pops up doing meeting.
• Ask the question: "How could this kind of issue be prevented in future?" and try to improve the very design of the process. (We want solutions that addresses the Root Cause of the problem).
• Make a Cause Map or a Fishbone Diagram of the problem at hand.
• Only convene people you think can contribute or has an interest in improving the process.
• Keep discussion open-ended, all ideas are welcome at this stage.
• Perform the Solution Selection Matrix afterwards, not at this stage of ideation.

Don't let Perfect be in the way of Better.

For as long as we react, nothing will be improved. For as long as process stays the same, the inefficiencies and waste of the process will cause stress to the people involved. Therefore, it is of significance to Stop & Fix what bugs us. Think more long-term. Everyone enjoys a smooth defect-free process. For this we need some Continuous Improvement and Process Improvement momentum going. To get this started, take the bull by the horns and start questioning, without judgment, what's the cause of this waste?

Lean Six Sigma methodology (process improvement) has the purpose of guiding you to eliminate the root cause of the problem, by following a structured problem-solving approach and roadmap. You don't have to make extensive improvement projects. You can also get there, perhaps favourably by just implementing the 2 Second Lean by Paul Akers . Personally, this is my favourite approach. It's all about keeping it simple. End result is a more efficient, error-free process.

Understand Causes & Solutions: Listen to the Employees.

The employees involved in the process already knows the special variations and waste of the process. They suffer it on a daily basis. Try to engage with the employee and listen to them sincerely, egos aside, and jot down for further evaluation any improvement idea. Involve the process owner, subject matter expert and whomever else you deem relevant. Focus on facilitating the problem-solving process. If the facilitation is dynamic and made light, you will see results.

Whenever we are busy stressing or over excerting ourselves or the team in issue resolution, we are wasting valuable resources and energy. This affects both wellbeing and productivity negatively. Why not stop and reflect upon the process itself?

As we fire-fight, we say to ourselves "But I am too busy, I don't have time for this". However, if we don't create time for improving the design of the process, of finding better work methods, we will never free up capacity and time. We will be stuck wasting energy and resources as before, and keep struggling with new incoming demand. Use Lean to improve your processes. Find a simple easy way to remember the core principles of Lean Six Sigma . We want a faster, easier, smoother process.

You got Free from the Fire-Fighting?

• You are welcome to share what has worked for you in the comments.

Sources of inspiration:

https://deming.org/a-bad-system-will-beat-a-good-person-every-time/

https://paulakers.net/books/2-second-lean

https://asq.org/quality-resources/six-sigma

https://www.officebantomime.com/dont-let-your-offic-preventing-burnout-how-to-tackle-fire-fighting-in-the-workplace/