Performance and Failure

Some things that seem to be good are actually failure.

I’ll use an example tech support pros will all know: A customer calls, you know the answer, you give it to them and it works, and everyone is happy. Simple, straightforward, case closed. Right?

No. This is a failure. Simply put, if you knew the answer then why did the customer need to call you for it? Why wasn’t the answer quickly available to them? Why wasn’t it already fixed in the product?
The answer immediately at hand for tech support tells you that something else has failed to work, or isn’t completed. Measure it, for sure, but you must drive those known answers out of your system.

In your business, what is it that looks on the surface like a good thing, but is actually an indicator of a more fundamental failure?


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