We got some good questions about the exploratory questions listed in How to Pay Attention to Mistake Management.

The last two on the list are:

• Am I/are we getting full “benefit” from these mistakes?
• Do I/we need to manage mistakes any differently so that we do get full “benefit”?

Are you wondering what “full benefit” means?

It means – if a mistake is going to be made “on your watch” or “on your budget” – are you getting full “benefit”?

Are you getting:

• a staff that now fully understands the consequences of ignoring procedures?
• a brand new system that improves efficiency?
• a boost in customer loyalty like in the Domino’s story?
• a stronger partnership with a client?
• maybe even an extended contract like the one from Mack in Mississippi?
• boosts in customer loyalty, morale AND productivity described in What a Mess?

That’s a list of example benefits. Now what about the “full” part?

“Full” benefit is a lot like a “good” return on investment. The definition of “full” and “good” varies from person to person; from situation to situation; from day to day; from year to year.

And just like the amount needed to get to “good” depends on the size of the investment, the amount needed to get to “full” depends on the size of the container. And it depends to some degree on whether you tend towards glasses that are half-empty or half full.

I encourage you to start with a small, clear one. Fill it generously for every benefit you can identify that came from a particular mistake made and managed. Hold it up for all to see so that others learn how to prevent and how to handle similar mistakes in the future. With that action, you’ve added benefit already – so add another generous “pour” for the learning and the associated benefits that they, you and your customers will now enjoy.

If the container isn’t quite full yet, don’t worry. Some benefits don’t show up until later.

One of the biggest benefits from this exercise might be that since you have been so transparent about the mistake, how it was handled and lessons learned; and since you have been so clear about your desire to get “full” benefit; they will be more likely to do the same.

And then you’ll really get to see the “full” benefit of mistake management.

And I hope you’ll celebrate with a bigger glass.

copyright 2009 – Jan Bolick, Business Class Inc