All organizations encounter issues: Things that don't go as planned or complications in trying to get something done. Usually what we do with these is to complain and then find a work-around to get it done. The problem is that it happens again and again and again.
In essence we are putting up with frustrations and time wasters that are unnecessary. Rather, we should see each issue we encounter as an opportunity to do something better. Every time!
This is where the issue log comes in. An issue log is a required reporting of anything that goes badly or any disconnect we encounter. You record the issue, rate it in terms of severity and list who was responsible for it (or responsible for the process). The goal is to bring problems to the surface so that they can be diagnosed, resolved, and if necessary the system changed so that it does not happen again and the process (and people) improved. And, not reporting a known issue becomes an issue so there is built in compliance!
Such a system makes a powerful statement within an organization that we are committed to becoming better in every way that we can. Issues can be good things because they show us an area that can be improved. It will also surface employees who are not doing the work they should be doing because their negligence shows up in the issue log. Yes: Accountability is a good thing. And, the issue should not show up again once handled.
Continuous improvement requires the surfacing of issues so that they can be resolved. Those organizations who embrace it see the benefits quickly.
