Human errors are
that is what’s human
We can’t eliminate
errors, but we can try
to minimize them by
identifying the source
of common issues
It isn’t a
… so we
The training process is
important, no matter
how simple, intuitive
be straightforward the
In an organized onboarding process, the employees
can ask questions in a legitimate context.*
*Someone who has been doing the work for months or years
will hesitate to exhibit ignorance.
Keep the option for
guidance open, even
after the training is
over. Site tours and
tooltips can pick up
where the trainer left
Hi there, employee!
Would you like to
run through the
tutorial again, this
time at your own
Now, we scrutinize the workflow:
1.What are the workflow stages?
2.# people who interface with the
3.How many back and forth-s?
4.What are the ancient precedents?
5.What is the work scope of each
6.Are all these stages really necessary?
information at this
sketching a flow
chart to help
A structural bottleneck
is characterized by
some inherent flaw in
the process. It should
be fairly easy to
More clues: an
element that slows
down the workflow,
or lays the ground for
falling-in-betweenthe-cracks or simply
It is now time to rethink the workflow:
Is one of the stages unnecessarily
Can any stage be made more efficient?
Can you merge any of the stages?
Bottleneck: path from Ordering to
Billing is too long.
Problem: bills aren’t always sent on
Solution: automate part of the process
(e.g.: CRM notifications).
Result: Billing will expect and inquire
after it, not just react to Sales and
employee own the
S/he should review it,
for improvement and
see them through.
S/he will feel more
connected to their
work, invest more
effort in doing a
and actively avoid
The human bottleneck
is obviously more
sensitive and requires
How to identify it: measure several
employees’ performance of the same task.
If only one of them is underperforming –
it’s probably a professional challenge, not
a structural workflow issue.
Not everyone is a Time Management Whiz.
Help contain the challenge
Find tools to deal with it
Decrease workflow errors
Top left: Trello, Wunderlist, Remember the Milk, Time
Management Ninja, Cold Turkey, Any Do, Pomodoro Technique
And finally – let your employees make mistakes.
They need to know it’s manageable (if far from
welcome). Only people who do, make mistakes.
So afford your
employees room to
make the occasional
error, so that they
can do and do well –
the rest of the time.
Why Hope That Was Helpful!
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