Article ID | Journal | Published Year | Pages | File Type |
---|---|---|---|---|
7423309 | Business Horizons | 2018 | 11 Pages |
Abstract
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.
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Authors
Richard J. Schonberger,