A short spoken piece by David Jenyns advising business leaders to treat problems as system failures rather than individual faults. He argues this approach makes team members more comfortable admitting mistakes and motivates improvement of processes; he illustrates with an anecdote about a team member who found loopholes, which the team converted into opportunities to tighten systems.
So every problem that is happening inside your business, consider it a problem with the system. It's never the fault of the individual. Always blame the system first. By doing that, you make team members much more comfortable as well to be making mistakes. You also encourage them to improve the systems and processes, because if it's not in the system, and we used to have one team member who loved to find loopholes in the system for whether it was logging, sick leave or oh, but it wasn't in the system. And initially that got us a little bit frustrated. But then we started to realize that was a blessing because it meant that we just got to tighten up all of our systems and processes where we found where those loopholes were and where things were missing and really tighten things up.
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