Poka-yoke – I never had heard the word before, but I was delighted to discover it two weeks ago in a Harvard Business Review article written by Michael Schrage.

Poka-yoke is Japanese for “mistake-proofing.” Think of the “In Case of Fire Break Glass” boxes found in office buildings. Because they include a wee stick with which to break said glass, they would qualify as poka-yoke.

Best of all, your employees will experience minimal downtime and very little lost productivity.

In business, Schrage explains, poka-yoke is the “simplest, cheapest, and surest way to eliminate foreseeable process errors.” He urges managers to perform a poka-yoke audit of their own department.

“What are the persistently simple — and simply persistent — dumb mistakes we make that our technologies can help us catch and destroy?” he asks.

Here’s where I believe IT managers should start: the help desk.

Say your company is planning an Office 2007 migration, and you, as CIO, have decided that because of the current economic climate, assistance isn’t needed. After all, your reliance on internal help desk staff during previous Office upgrades didn’t turn out disastrously. Read more…

admin Office 2007 Migration Assurance Program, ROI CIO, Harvard Business Review, Help Desk, Japan, Michael Schrage, Outsourcing, poka-yoke, software support