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Frustration-driven process improvement

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  • Schonberger, Richard J.

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.

Suggested Citation

  • Schonberger, Richard J., 2018. "Frustration-driven process improvement," Business Horizons, Elsevier, vol. 61(2), pages 297-307.
    • Handle: RePEc:eee:bushor:v:61:y:2018:i:2:p:297-307
    DOI: 10.1016/j.bushor.2017.11.015
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    References listed on IDEAS

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    Cited by:

    1. Chris C. Gernreich & Sebastian Knop, 2019. "Empowering Creative Employees: Phase-Specific Support In The Front-End Of Innovation," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 23(08), pages 1-31, December.
    2. Schonberger, Richard J., 2019. "The disintegration of lean manufacturing and lean management," Business Horizons, Elsevier, vol. 62(3), pages 359-371.

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