A few weeks ago, I purchased a new computer desk. This desk is one of the kind that falls into the category of “some assembly required.” The unit came in three boxes and multiple pieces. In addition, there was a bag of screws and a hex wrench. Each box came with a set of instructions.
I laid out the parts from each box and began the assembly, following the instructions. After only a few minutes, I ran into problems. Not only did I have three sets of instructions, each appeared to have been translated and printed in a different country. Set one of the instructions referred to a drawing in set three while set two had no images. Each set had parts A through H, with each A looking different between the sets. Multiple pieces could be used in several positions.
Needless to say, I spent all afternoon trying to assemble my new desk. Not only did I spend several hours putting together an “easy to assemble” unit, I was ready to never purchase anything from this company again.
This is an example of a product that has been overengineered or overcomplicated. As a practitioner of continuous improvement, these types of processes are very maddening. I see this as an example involving one of the major types of wastes (overengineering). With just a little effort this product, including components and instructions, could be made much more user friendly. A little time spent understanding customer needs can greatly help to reduce ambiguity, decrease service calls, and increase customer satisfaction.
Every process should have a very clear objective and method of execution. Some companies, including a certain furniture maker, can learn a lot about how their products are used in the field. The simpler that a process (or product) can be made, the better for all!
How are you helping your employees to work smarter by reducing the amount of time they spend on non-productive activities and correcting errors? If your business processes need a “check-up,” please email me at michael@leadingchangeforgood.com! I’d love to help you get back to a healthy, productive workplace.
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