> In short, the idea is to spend time on the floor with your returns team, observing the current process and asking questions to map exactly how you handle returns today. The result is a process map of how you handle different types of returns from end to end.
> 2. Delete any part or process you can
> So look at all the actions you take, question each of them: Question every step: can we remove this? What would happen if we removed this? Would the outcome still be the same? What would be the impact on our KPIs (e.g. customer satisfaction, handling time, and profits)?
I only got as far as step 2 and it's pretty clear DOGE isn't following the steps.
For shakeups, the Deming (14 point) [0] approach that starts with
"watch and learn" (system analysis) has always seemed more mature to
me than "slash and burn" (and see what grows out of the ashes). Musk
is almost the opposite of Deming. Fear and to some extent capricious
randomness seem part of the DOGE formula. There's simply no way even
cursory investigation can have occurred in the time-frame. To me, any
claim that that the programme is evidence-based or rational is
specious. I think the effects are designed to be discombobulating and
foment fear, and that it's purely political.
> 1. Question every requirement:
> In short, the idea is to spend time on the floor with your returns team, observing the current process and asking questions to map exactly how you handle returns today. The result is a process map of how you handle different types of returns from end to end.
> 2. Delete any part or process you can
> So look at all the actions you take, question each of them: Question every step: can we remove this? What would happen if we removed this? Would the outcome still be the same? What would be the impact on our KPIs (e.g. customer satisfaction, handling time, and profits)?
I only got as far as step 2 and it's pretty clear DOGE isn't following the steps.
For shakeups, the Deming (14 point) [0] approach that starts with "watch and learn" (system analysis) has always seemed more mature to me than "slash and burn" (and see what grows out of the ashes). Musk is almost the opposite of Deming. Fear and to some extent capricious randomness seem part of the DOGE formula. There's simply no way even cursory investigation can have occurred in the time-frame. To me, any claim that that the programme is evidence-based or rational is specious. I think the effects are designed to be discombobulating and foment fear, and that it's purely political.
[0] https://deming.org/explore/fourteen-points/