Single Points of Failure
The topic of single points of failure is typically reserved for technology, yet most businesses have humans as their most critical single points of failure. For your business to scale, be sustainable, and to be data-driven, you have to start transitioning knowledge from humans into systems (e.g. Print MIS).
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Discussion
By Cory Sawatzki on Nov 11, 2015
One of the best points I have seen you make yet. I agree that this is something I see in every shop. Look around, they are easy to find!
By David Smith on Nov 12, 2015
Jennifer - Great Points! I have been in many shops with this issue and always will point it out. I was even in a $60MM shop on the East Coast where the CEO was being interrupted every 5 minutes for a simple estimate request - When challenged; his response was "well I can do it faster than anyone else" he was literally calculating in his head and writing the price down on a Post-It note and giving it to a CSR! Talk about a SPOF. This was an amazing shop but there were "Silos" of knowledge everywhere you went. I recommended a comprehensive on-line expert system, aka process database for their processes and procedures. For estimating I recommended another solution. It takes great discipline and want to - but the human element is indeed a very fragile element and knowledge transfer has to happen for a business to evolve.
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