If it wasn’t bad enough that SPC charts disappeared from the Hawthorne Plant after WWII as management adopted a mass-production mindset, 67 years after Japan kicked our collective behinds we still think the same about management. Worse, we have even fallen deeper into insignificance in the US. Short-term thinking driven by the financial markets and management with an attention span of the TV generation struggle to compete and innovate.
Buying and selling companies for profit and mergers for economy of scale. Except profit comes from satisfying customers in new and different ways . . . and mergers have not achieved the scale needed to increase profit as this comes from economies of flow. The scale fantasy continues to drive the wrong behavior.
With great embarrassment, the US still tries to copy Japan. How do you catch a competitor by copying? It always keeps you behind. Finding out what matters to customers leads to innovation that is emergent from what you learn.
Instead of thinking for ourselves, we embrace “gurus” that study Japan and have never actually applied the hypothesis. Because if they had they would discover the truth through application.
The clock is still ticking . . .
Tripp Babbitt is a speaker, blogger and consultant to service industry (private and public). His organization helps executives find a better way to make the work work. Read his articles at Quality Digest and his column for CustomermanagementIQ.com. Learn more about the The 95 Method for service organizations. Reach him on Twitter at www.twitter.com/TriBabbittor LinkedIn at www.linkedin.com/in/trippbabbitt.Share This: