One owner confides how she improved her management when she had to troubleshoot a botched customer order. An excellent first hand account from someone who has been there.
My mantra in situations where the performance of the operation seems to be folding like a house of cards..."Slow down to speed up". Urgency is a necessity - but about the right things not the wrong things. If you are not careful you will make lots of errors - faster.
My favorite is the last one - right from the playbook; Debrief. We use the Plan-Do-Debrief process for all of our teams. The last step is most important because if you make sure to have an effective debrief you will make the first two steps better.
If you do not learn, you will not learn. Take the time to review - and avoid blame at all costs.
Fix the system.
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