每日原则：发现问题，不容忍问题
对很多人来说，发现问题是很难的事情。大多数人都宁愿对进展顺利的事情大唱赞歌，而把问题掩盖起来。那些人的想法是本末倒置的，没有什么是比这更不利于一家机构的了。不要为了一时的好评而停住前进的步伐，要为能找出不令人满意的地方而感到欣喜。虽然那些难以解决的问题可能使你感到紧张，但回避问题（也不应对）会使你更加紧张。
这种因思考可能出现的问题而感到的紧张是非常有好处的。正因如此，我们才有动力去建立系统和指标，监测机器的运行结果，并激励那些管理得力的人去经常检验系统产出的结果、寻找机器上的各类问题。经常有这样的担心，并加强交叉核验，对于做好质量控制至关重要。要确保把小问题都清除，因为如果任由小问题泛滥，它们就会变成大问题。关于这个观点，我会讲一个例子：一开始我们未能实现卓越，而后发现问题所在，找到其根源，制定了改变方法并付诸实施，从而产生了非常好的效果。
For a lot of people identifying problems is difficult to do. Most people would rather celebrate all the things that are going well while sweeping problems under the rug. Those people have their priorities exactly backward, and there is little that can be more harmful to an organization. Don’t undermine your progress in pursuit of a pat on the back; celebrate finding out what is not going well so you can make it go better. Thinking about problems that are difficult to solve may make you anxious, but not thinking about them (and therefore not dealing with them) should make you even more anxious.
Having this kind of anxiety about what can go wrong is extremely useful. It is what drives one to develop systems and metrics for monitoring the outcomes your machine is producing and motivates those who manage well to constantly taste-test the outputs of the system and to look for problems in its nooks and crannies. Having that constant worry and doing the double-checking is important to maintaining quality control. Making sure that little problems don’t exist is important because, if they’re allowed to continue, they will grow into big problems. To convey the point, I will tell you about a case in which we initially failed to maintain excellence, then perceived the problem, got at its root causes, designed changes, and pushed those changes through to produce excellent results.
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