Features, PublicNet: 29 February, 2008
By David M. Allen,
Success and failure are closely inter-related, but to achieve continuous improvement there must be a focus on failing. There is a need to argue with success and not to believe that things are working as well as they could. It’s important to seek out evidence of failure, obsessively. Listen to customers. The danger is being blinded by success, rather than thinking carefully about the measures employed and ensuring that some of them might better be characterised as ‘failure measures’. From this approach it is possible to learn that not everything is working as well as it could be. There are always ways to get better. Today’s success is just a level of failure as yet unrealized.
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