develop similar properties and
attributes. The after-market service
you offer will converge with the
competition. Competitors are
constantly evolving and trying to
get better. Those who continuously
evolve in the marketplace will be
Tinkering is about the pursuit of
excellence. This carries with it a
positive sense of insecurity that will
motivate you to act. And when you
experience success, enjoy it, but realize
that it will not be enough to carry
you into the future. Remember the
famous words of Intel founder Andy
Grove: “Success breeds complacency.
Complacency breeds failure. Only the
Question: Why is the customer complaining?
Answer: They’re complaining because we didn’t deliver the product in time.
Question: Why did we not deliver the product in time?
Answer: We didn’t have enough inventory in our main warehouse to handle the order.
Question: Why didn’t we have adequate inventory?
Answer: We didn’t properly forecast demand for the product.
Question: Why didn’t we forecast properly?
Answer: We don’t have a systematic forecasting process.
Question: Why don’t we have a process?
Answer: Nobody ever created one. This is just how we do it.