35 — Prevent bad events. If something goes wrong, fix it and prevent recurrence. Keep planning improvements.

Prevention, correction and continuous improvement in business

Prevent bad events. If something goes wrong, fix it and make sure it does not happen again. Keep planning ways to improve.

This is one of the most important pieces in this series, and a foundation of every business.

A. Preventing problems

A business should first focus on preventing problems from occurring.

How?
- Follow a plan: when work follows a clear method that has been studied and examined, subjective decisions and the problems they cause are greatly reduced.
- Make sure resources affecting quality (article 4) are ready and under control.
- Train employees: training is a principle of problem prevention. Do not wait for something bad to happen and then discover that an employee made a mistake because they had not been trained.

B. Finding and addressing root causes

If a problem occurs in the business, investigate it, identify its root cause and resolve it.

Root cause analysis means finding where the problem really comes from and treating that cause.
Example 1: when a fire occurs, first put it out. Then find out why it happened and prevent it from happening again.
Example 2: if someone responds to persistent headaches by taking painkillers, the underlying cause may worsen and become harder to treat over time, while the drugs' side effects add to the illness.

C. Continuous improvement for better competition

In a competitive business environment, the continuous improvements a business makes can persuade customers to choose its product or service.

Today, the mobile phone industry shows intense competition among manufacturers. Each continually seeks a greater market share by improving its products.

A business constantly faces different issues and problems and must solve them to remain in the market. However, it must also prioritize them.
One simple prioritization rule is that fixing a problem takes priority over improvement.
A restaurant, for example, cannot serve poor-quality food while creating a children's play area as an enjoyable additional feature.

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