How do you explain why workers will revert back to the old way, even when the new process is more efficient for them and better for the customer?
Primarily it could be simply from habits. Habits are very powerful, and can effect new process assimilation significantly, especially if process workers had been doing the old process for a very long time. New processes and building new habits take…
Elisabeth is a Master Black Belt at GoLeanSixSigma.com, the co-author of The Problem-Solver’s Toolkit and co-host of the Just-in-Time Cafe. For over 30 years, she's helped leading organizations like Amazon, Charles Schwab and Marriott International, Inc. build problem-solving muscles with Lean Six Sigma to achieve their goals.
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