{"id":6379,"date":"2023-06-20T18:01:58","date_gmt":"2023-06-20T18:01:58","guid":{"rendered":"https:\/\/etereman.com\/remanu\/?p=6379"},"modified":"2023-06-20T18:04:01","modified_gmt":"2023-06-20T18:04:01","slug":"finding-the-root-cause-user-error","status":"publish","type":"post","link":"https:\/\/etereman.com\/remanu\/2023\/06\/20\/finding-the-root-cause-user-error\/","title":{"rendered":"Finding the Root Cause: User Error?"},"content":{"rendered":"\t\t
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The mower won\u2019t mow. The dog won\u2019t listen. The computer won\u2019t program.\u00a0<\/span><\/p>\n

This isn\u2019t the beginning of a sad country song. Rather, it\u2019s the pit we fall in which we place blame on something outside of ourselves. Call it the blame game. Refer to it as a lack of accountability. Tunnel vision causes people to be so hyper focused on a possible inherent malfunction, instead of what actions (or lack of) we have taken to correct the issue.\u00a0<\/span><\/p>\n

\u201cMaybe it\u2019s user error\u201d<\/span><\/p>\n

I say this at least daily. Sometimes to the team, often to my children, hourly to my significant other. Never to our customers.\u00a0<\/span><\/p>\n

Yesterday my kids were out chipmunk hunting. Unless your garden has ever been consistently ridden with rodents you would not understand the joy in watching the boys scour the yard BB guns in toe. As I sit on the deck listening to the boys tracking their prey (they are not super quiet), there is the occasional, \u201cpop, pop\u201d,\u00a0 \u201cping, ping\u201d. But there is never squeals of joy as if they succeeded in their mission.\u00a0<\/span><\/p>\n

They return to the house, faces displaying the depiction of defeat.\u00a0<\/span><\/p>\n

\u201cStupid sight was off.\u201d, \u201cYou kept getting in my way.\u201d, \u201cChipmunks have the rocks to hide in, no fair.\u201d<\/span><\/p>\n

It wasn\u2019t the sight and it wasn\u2019t the companion. The vermin are expected to hide. Maybe it\u2019s user error, maybe it\u2019s natural ability. Maybe they just aren\u2019t hunters. Most likely they simply need to do something different.\u00a0<\/span><\/p>\n

The first step of getting someone to do something right is to make them see that they are doing something wrong. How do we open the eyes of our team members, employees, and even (whelp) customers to see that the truth they seek is buried under a blanket of blame?\u00a0<\/span><\/p>\n

Finding the Root Cause:<\/b> Just because the transmission was the last thing replaced, doesn\u2019t mean the transmission is the reason the vehicle dies at a stop. Dig below the surface, find the why, and examine other possible causes of failure.\u00a0<\/span><\/p>\n

Accept Solutions Not Excuses:<\/b> Excuses are like\u2026. Well you know. It\u2019s easier, and much more comfortable, to find fault in a tool or system than to acknowledge there is a better way of doing the job. When approached with a problem expect answers rather than complaints. If it truly is the tool then get a new one.\u00a0<\/span><\/p>\n

Provide Opportunities to Learn:<\/b> Smarter employees and smarter customers make better employees and better customers. Provide accessible materials that explain the correct processes and procedures. Hold training sessions to ensure everyone\u2019s line of sight is accurate. You want to hit your mark as often as possible. Don\u2019t stop with internal training, give your customers access to industry specific information that will allow them to understand how your products or services are supposed to work and what external factors can have an impact.\u00a0<\/span><\/p>\n

Admitting defeat isn\u2019t easy. Finding better ways of completing a task is imperative to success. The <\/span>best employees want to learn, want to train, want to be taught new things and embrace the systems that they have at their disposal to make their job easier.<\/span><\/p>\n

My rodent hunters are officially fired. I\u2019ve resorted to posting a \u201cNO chipmunks allowed sign\u201d from the garden post. Hopefully if they are smart enough to hide, they are smart enough to read.\u00a0<\/span><\/p>\n

Disclaimer #1: No animals were harmed in the creation of this article.\u00a0<\/span><\/p>\n

Disclaimer #2: I\u2019m not really a nag and I only tell my significant other he\u2019s doing something wrong when he is. <\/span><\/p>\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"

The mower won\u2019t mow. The dog won\u2019t listen. The computer won\u2019t program.\u00a0 This isn\u2019t the beginning of a sad country song. Rather, it\u2019s the pit we fall in which we place blame on something outside of ourselves. Call it the blame game. Refer to it as a lack of accountability. Tunnel vision causes people to […]<\/p>\n","protected":false},"author":32,"featured_media":6382,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_mi_skip_tracking":false},"categories":[5,12],"tags":[],"acf":[],"yoast_head":"\nFinding the Root Cause: User Error? - REMANU<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/etereman.com\/remanu\/2023\/06\/20\/finding-the-root-cause-user-error\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Finding the Root Cause: User Error? - REMANU\" \/>\n<meta property=\"og:description\" content=\"The mower won\u2019t mow. The dog won\u2019t listen. The computer won\u2019t program.\u00a0 This isn\u2019t the beginning of a sad country song. 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