Frustration-driven process improvement
Richard J. Schonberger
Business Horizons, 2018, vol. 61, issue 2, 297-307
When employees are empowered to continuously record their employment-related frustrations—doing so on accessible, visually prominent media—process improvement becomes upgraded to operate in a truly continuous mode. Frustrations are a superior target of process improvement in that they get at deep-seated concerns of people who have first-order process awareness and are most directly impacted by process failings. Recording frustrations not only provides a sound basis for pressing on to solutions, but it is also cathartic. The act of recording frustrations prominently on company-sanctioned media provides a positive outlet for the frustrations themselves.
Keywords: Continuous process improvement; Employee frustration recording; Knowledge management system; Organizational culture; Whistleblower protection (search for similar items in EconPapers)
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