“But, I just told you that my people are competent,” Emily protested. “They have been working on the line for several years.”
“You said, the problem was reject rates. Yes, your team is competent at the task, but not competent at accuracy and speed,” I explained. “I used to work in an accounting firm. When I started, I thought I was great at adding up numbers. And I was. I was extremely competent at adding numbers (after all, I did manage to graduate from second grade). But I was incompetent at accuracy and speed.
“Never in my life, was I taught to error-check a column of numbers by adding the column twice and comparing the totals. That practice never occurred to me. And if it had occurred, I would have immediately concluded that it would take twice the time to add the numbers twice. Logic told me so.
“I had to learn a new skill. I had to become competent at using an adding machine without looking. I never did it before, because I couldn’t.
“Before, I would add numbers up with an occasional mistake. Now, I add them up twice in less time, virtually error-free.
“Your people on the line are competent at the task, but not competent at accuracy and speed.”
Emily was silent. Finally she spoke, “Okay, I think I get it. But I am not sure what to do. How do I bring up their competence in accuracy and speed?”
“First, we are going to have to count some things.”