I tell people what they need to hear, not necessarily what they want to hear.

Dominic Luzi. More than forty years of asking the people closest to the work.

I've seen and lived it before, so you don't have to.

From the field: Slim and the Pack Slip

I'd been called back to a manufacturer after the engagement closed. Slim ran shipping. Tall and thin as a rail, and well liked on the floor because he was good at his job and he solved problems.

1. Here's what we're seeing

   The shipping supervisor told me the system "ain't working, it's a piece of s**t."

2. Here's what's causing it

   Slim was running a pull process that was too general for what he needed. It put items on his pack list that couldn't ship.

3. Here's what people will say

   "This is how you produce it."

4. Here's what it really is

   The right process was in the system the whole time. Nobody had connected it to what Slim was trying to do.

5. The next thing they'll find

   This is how they come to realize that it works for them.

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