This week was an interesting week. We started reading A Field Guide for the Hero’s
Journey. The book takes a while to get used to the format of and I struggle to read
chapters out of order. But I’m getting
it done. What was enjoyable to me was
the video on The Five Whys by Eric Ries.
The Five whys are all about continuing to ask questions to
figure out what the root cause of a problem is.
Mr. Ries talks about how technical problems can be traced back to a
human problem. I find this a lot in the
current work that I do. My job is all
about trying to solve problems and issues that come up. First, I need to handle the issue for the
customer at that moment. I need to figure
out if they need a refund and how to do that in an international business. Most of these issues already have a current
process in place so it shouldn’t involve much on my part. The biggest part of my work load is
determining why these issues happen in the first place. Is it just a on-off glitch or is it a bigger
issue that we haven’t seen before? Once
I have that than I have to figure out why this happened and how to it needs to
be fixed so it doesn’t happen again. I
am constantly having to ask why all the time, sometimes I don’t think I ask
enough. I don’t get to the level that truly
resolves the issues and I need to start asking more whys. And more importantly I shouldn’t be the only
one asking these whys. This is something
that needs to be adopted by the different departments. Especially when a single issue in one
department can cause a ripple and effect many other departments. We need to work together.
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