Ryan's Rules #56: The closer you inspect something, the more detail you will see
You cannot expect what you don't inspect. This is a quote often attributed to W. Edwards Deming, known as the father of the quality movement and lean manufacturing. Over the years I’ve often taken principles I’ve learned from working and applied them to my personal life. Like attempting to always arrive with common sense. Because not many people do. And then applying that common sense vigorously to the situation. Sometimes this still has to be at the conscious level because a problem is difficult to figure out, other times I would like to think that I just automatically apply these things. Deming is often quoted too as saying that you can’t inspect quality into things. I really like that because in my experience, that’s the very thing that a lot of auditors do and it’s also why people tend to dread audits. If you are looking to solve a problem or fix something, however, taking a closer look and considering it may just be exactly what you need.
The Closer You Look, the More There Is to Fix
This is not one of those posts where I wax lyrical about a small business who finally figured out why people were abandoning their carts. They caught an error that had been happening silently blah blah blah. Let’s not. Let’s go a bit simpler. I’ll tell you about a problem that I haven’t solved yet, even though I know the solution to it. A problem that I have consciously decided not to do anything about. Because when you see too much detail it can become overwhelming and a problem can suddenly become impossible looking. The mole hill becomes a mountain.
My car always looks dirty. Sure, there’s road grime that builds up. Brake dust coats the wheels. The rain dumps fine sand particles from the Sahara onto it from time to time. When I was a young man, I would watch my Dad get a bucket of water, a household sponge and some washing up liquid and wash his car. Three terrible ideas mixed into one. A single bucket means you’re “washing” with dirty water after a while, a household sponge is too coarse, and washing up liquid can damage paint. When I first started driving, I did the same. I quickly learned that is a great way to introduce swirls into the paintwork and ultimately damage your car over time. The alternative? Go full on detailer, foam cannon contactless washes, polish applications, spend more time on making a car look good for a couple of hours than you would tackling bigger problems in your life.
Surface Detail Lies to Us
Once You Start Looking, You Will See It Everywhere.
How To Look Closer Without Burning Out
- Pick one thing (a process, a system, the loose floorboards) per quarter to inspect deeply. Don’t try to tackle everything at once, just one thing a quarter: your onboarding flow, your hiring pipeline, your invoicing process. Rotate to another one next quarter.
- Use the "walk it yourself" rule. Before trusting a report or a summary, personally walk through the actual process as a participant would. Reports describe; walking through reveals. The concept of a “Gemba” walk is incredibly powerful, I will write about this again.
- Ask "what would I miss at a glance?" Ask this question deliberately, it will force your brain out of pattern-recognition mode and into actual observation mode. If you won’t see it from the back of your galloping horse, nobody else will notice either.