Learning to look at work from a Lean perspective has had the unintended effect of spilling over into the rest of my life. From critiquing neighborhood stop lights (I'm waiting too long at the red ones) to how I mow the lawn, I see things in terms of a continuous flow and a reduction of constraints. Recently I've started to think about some of the intangibles that impact life. We take for granted things like trust, comradery, and a shared purpose. Each of these comprises the invisible bonds between groups of people and organizations. They function like glue or oil to enable things to "stick" or flow where needed. Their absence renders a palatable effect on everyday work and life.
Merriam-Webster defines trust as an "assured reliance on the character, ability, strength, or truth of someone or something" and "one in which confidence is placed". https://www.merriam-webster.com/dictionary/trust. Along with other immaterial things such as love, mercy, and friendship – trust has been around for a while and exists outside of us.
I first noticed trust deficit related changes across society when starting to fly again after 9/11. Prior to the attacks, airport security was lax to say the least and often laughable. You could park your car, breeze through security and be seated on your plane in as little as 10-15 minutes at a large airport. That all changed in one day and we have since seen layers of security added to assure passengers and airlines that the people their flying with are "okay". At the same time I also noticed the appearance of security desks in large office building lobbies with personnel to screen people before they entered an elevator. It's also present at stadium sports events and our computer networks. A mutually shared trust that was almost intrinsic in times past has in many respects been replaced by processes that inspect and verify.
LEAN
So if Lean is all about the identification of Value and the removal of waste, a trust deficit creates extra steps - a non-value added exercise to what we really are really trying to accomplish.
COUNTING THE COST
At this time the added levels of security may need to be the new normal, but I want to ask what the cost is due from the trust deficit. Here's a few:
• Over-processing or the need for additional steps beyond what is otherwise required to do something.
• The loss of a qualitative aspect requires quantitative action.
• Added constraints, red tape, and similar hindrances.
• Unnecessary cautiousness and restraint.
I've observed that trust is established over time and can be quickly lost. Policies or money can address many problems but they are unlikely to resolve a trust deficit. And while new processes and AI may help speed up some of the added steps or mask their presence they are not a replacement for the unseen bonds that connect people and let us work together more fluidly. Regaining it may take time but in reality, every step back offers a benefit that extends far beyond just us and everyone has a role in building trust within society, a firm, or across a team.