When You Don't Have Enough Port-a-Potties
Sometimes you will make a conscious choice to create less effective systems. Be sure you anticipate the customer reaction.
At the presidential inauguration today, there will be 5,000 port-a-potties strategically placed in the National Mall. According to OSHA requirements, there should be 56,000 to accommodate the expected crowd; but who has 56,000 port-a-potties sitting around!
In the carefully orchestrated system to inaugurate the President of the United States, port-a-potties are an essential component. However, like some of your business systems, there may not be enough money, resources or profit margin to provide the optimal solution. In that case, you are forced to live with a less effective system.
However, to do less sometimes means the risk of losing customers. With the inauguration, the excitement of attending will overshadow the inconvenience of long lines at the port-a-potties. I'm sure many people will also prepare with "creative" solutions. And since this event only happens every four years, there will likely be no permanent consequences—the same people will attend again.
In another example, the airlines expect one bag in every 150 bags they handle to get lost. That's why they put a baggage claim office in each airport. Airline managers have calculated that the cost of a near-perfect baggage handling system is too expensive and the public will tolerate an "occasional" lost bag. They choose to accept this level of errors in their process.
Sometimes you have to make difficult choices with your business systems and processes. You may have to decide how many mistakes your bottom line can tolerate and what your customers will accept as reasonable. Remember: Cost and difficulty increase exponentially as you push the quality and efficiency of your business systems toward perfection. The good news: It's your decision!
Wishing You Prosperous Times,
Ron