Yesterday I came across a process improvement that had unintentionally reduced performance. It was a classic case of Primary Measure vs Counter Measure. The Primary Measure improved as a result of the change, but the Counter Measure dived.
This really happened. My wife wanted to set up postal voting with our local council (I do it as I travel a lot for work – it’s much more convenient). I called up and was told by the Customer Service Advisor:
“We’re really busy at the moment. Could you email us about it in a few months?”
I had to call my local authority last week. A tree from the council owned woodlands behind my house inconveniently decided to fall onto a tree in our backyard. It was a pretty big tree and it was kinda super dangerous for my family.