Monday, April 24, 2017

Which Stupid System Haven't You Changed Yet?

Not every system is a good system.  We set up procedures to more easily deal with recurring maintenance problems or customer service challenges or billing situations so that we can address things in fair and efficient ways, and then move on without another thought.

And then something like the horrible situation on United Airlines happens where, instead of employees thinking more carefully about a procedure or policy that has gone awry, they just blindly follow along until a paying customer gets dragged off an airplane, bloody and battered.

I was thinking about this just the other day when I dropped off an envelope at a local FedEx location on Long Island where I live. Inside was a visa application and my son's passport, so I was a little concerned, but the visa service company I was working with had provided a FedEx label for me to print out that was addressed to their offices in New York City.

Just a quick geography check here --- the FedEx store I dropped the envelope off at is located in Lynbrook, NY about an hour away by car or train from mid-town Manhattan (as you can see, on the map below.)

So you would think that a FedEx truck would pick up the envelope on Long Island, drop it off at a depot somewhere in Manhattan, and it would be delivered the next day, right?

Well, you might think that, but FedEx has a system that says when a package is marked "Express" it needs to first go to a regional FedEx location before it gets delivered. So instead of merely being driven from Long Island into Manhattan, my son's visa application merrily traveled from Long Island to Newark, New Jersey to King of Prussia, Pennsylvania to Memphis, Tennessee before being pointed toward an office building in the middle of Manhattan.  (Spoiler alert! The package did not get delivered the next day, but I did get to make the cool Google map at the top of this post showing its progress. )

In a modern world filled with algorithms, you would think something or someone in the FedEx system would have flagged this waste of time (and airplane fuel!)

While it's easy to shake our heads at the goof-ups of big companies like FedEx or United, what outdated or downright crazy systems are lurking inside our own smaller businesses?  And how can we get rid of (or change) those systems before we upset another customer, stakeholder, or loyal employee?

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