Well folks, here is an expression I think we all know, problem is, I don't agree.
You are in the workshop and a call comes through from "Nurse Nancy" on Ward B saying that the "houbley doubley" machine is not working and can you come and help. So, what is the problem here? Is it that the machine is not working? No, that is not the problem.
The problem here is that Nurse Nancy has been instructed to provide a form of medical therapy to her patient but is unable to do so 'cos the machine does not work. She does not care about why the machine does not work, only that she cannot, currently, provide the therapy that she has been told to provide.
So, what do you do? Fix the "kit"? No, fix her problem.
This is no longer about "fixing the kit", it is about fixing the problem and providing a service that is beyond electronics skills and is much more aligned to customer service.
It's not about the "kit", it's about the patient.
Thoughts?
Last edited by DaveC in Oz; 07/12/09 11:37 AM.
