Why? Why? Why? Why?

Classroom:
For a great summary of our in class discussion visit http://dabidnesscom.blogspot.com/. Professor O'Donnell's blog our class discussions.

Last Thursday our class discussion centered around the Ishikawa diagram (fishbone). Invented in the 1930's by Toyota Found Kiichiro Toyada’s father Sakichi, the 5 Whys strategy involves looking at any problem and asking, why?” and “what caused this problem?” Five Whys offers simplicity, effectiveness, comprehensiveness, flexibility, engaging, and inexpensive methodology to pragmatically finding a solution.

Cubicle: Applying the 5 Why’s to Email Communication

Situation: Because our workforce is located directly on a client site, we have all been provided with client email addresses, to book conference rooms and other on site access needs. Resources are often missing emails because Internal Communications is sending to corporate email, per email guidance. However because we are not reaching our full audience we are having to send duplicates emails may times, increasing chance of error and increasing time cost.

Why are we not reaching all resources via email?
Even though we are a Global account, we are still not reaching all resources via email. Resources are checking either corporate or client email and not on consistent basis.

Why are they not checking them consistently?
Depending on the employee’s workforce, the laptop will be imaged to meet client software or corporate software. Many on site resources have client imaged laptops therefore making client email more convenient.

Why is it more convenient?
Having email available once you turn on your laptop vs having to go to an external site. This extra steps hinders resources from checking corporate or client email depending on the image.

Why don’t we specify distribution lists based on preferred email?
Because the Account is constantly changing, it is much more difficult to actively manage the 4000 person distribution list based on personal preference. Active rosters populate distribution lists, twice a week.

Why don’t you create another vehicle to distribute information?
Email is essential to the Account, because of the Global presence, however, our internal extranet can be leverage more effectively to serve as a central communication tool. It is accessible at any location with a log in and password.

ONE Solution: One solution to the difficulties surround email communication is to leverage the internal portal page and maintain and update to keep as informational and effective as possible.