In today’s high pressure business world, there are increasing demands to deliver good service. This can mean finishing jobs as soon as possible – which may mean feedback on what was done, how long it took etc. is not completed to save time.
However, it today’s increasingly data reliant world this lack of data (or provision of poor data) can have long term consequences.
Clearly, the job has been done and the customer is happy (hopefully!). This could have involved replacing a faulty boiler, repairing a damaged cable, resetting a ‘crashed’ process controller etc. However, if you are responsible for identifying your organisations least reliable assets, for reducing process failures etc. you will be totally reliant on the provision of good data that can be analysed further. So in these cases, only ‘half’ the job has been done – the data aspects have not been completed.
There can be many reasons for the data not being provided by the person doing the job:
- Not seeing it as part of the job or not important enough
- Performance targets not allowing time to complete job feedback
- Poorly designed feedback forms (paper or electronic)
- Managers have never challenged them about the lack of data in the past, so it becomes the ‘normal’ way to do things
The consequences of this lack of data can be far reaching:
- Service reliability worsens due to unreliable assets/systems
- Incorrect decision making through making decisions on incomplete/ incorrect data
- Staff get used to not providing other data and following safety procedures
- Strategic planning is far harder due to lack of good data
- Expensive data gathering exercises are required to gather the missing data
Above all, in today’s data rich world, society and behaviours have, arguably, not changed to reflect this new data rich world we live in.
So make sure that the data about the job you have just done is considered as important as the physical job itself.