Each week, we try to teach the Scouts about planning and preparation. I know have a tale that I wish to relate that I think demonstrates this quite clearly. It’s the tale of 64 boxes.

We were asked to put a data file onto 150 laptop computers. The work was urgent and it was decided that we would not charge for our time. Within our office, we didn’t think this was a difficult job and was surprised that we were being asked to do this… the only reason that we could think that we were being asked was because it was felt we could do the job quickly.
In conversation, we discovered that it wasn’t 150 but 64 computers, so we were happy that we could get the job done. The customer managed to arrange for the computers to be delivered to us. On opening the first box we found that this computer had not been turned, so we actually had to go through the whole set up before we could install the data file (and effectively tripled the length of time that this simple install was going to take). We also had a couple of questions about the set up generally.
At this point we found that an important piece of information had not been passed on. When the computers were issued, the set up was undertaken with the customer present. The only way then that we could assist was to create a CD that could be copied from once the computer was set up. Having resolved this, the customer then had to arrange for someone to come back to our offices and pick up the 64 computers, 63 of which were still boxed up and not opened.
I think there are a number of lessons that can be learned from this.
1) the most important lesson is NEVER ASSUME. Make sure that you have all the facts; if the customer had found how the computers were to be set up, 64 computers would not have to have made two pointless trips.
2) Plan properly. The original request was for 150 devices and we were making arrangements to set up this many… in some cases you could be charged for making sure that someone was available. There was also an assumption (point 1 again!) that we would send someone over to the customer’s offices (this was never asked for, causing a small panic and why the computers had to be moved over)
3) Ask questions. For our part, if we had asked we would have found out before the computers were moved that they had not been set up, so we might have asked some questions up front. Again, we had assumed (point 1) that the computers had all been set up so our job was going to be a simple one…
4) PLAN PROPERLY. The person asked to request this job did not know the whole process and had not brought everyone together to discuss the approach before getting the job underway.
If we take this back to our mnemonic PATROL we can see where it all went wrong:
P – Problem – install files onto the computers
A – Assess – what do we need to do, what issues might there be, what do we need to do and does everyone agree that this is the right way forward
T – Task – get the files onto the computer
R – Responsibility – the IT department installs
O – Off you go! – PCs get delivered, files installed
L – Lead – PCs were delivered, PC opened up; problems found.
If we had planned properly, it might have gone:
P – Problem – install files onto the computers
A – Assess – customer sets up computer on receipt – so files can’t be installed before the customer gets the computer. SO, create a CD that the customer can install once the computer is set up.
T – Tasks – Need to create 64 CDs. Need to deliver computers
R – Responsibilities – IT create the CDs before the computers get sent out; customer takes delivers computers (and the CDs)
O – Off you go! – CDs created, computers delivered
L – lead – CDs created and checked, handed over to customer to include in the delivery of the computer.
I’m including this lesson on the website to prove that even with training we can still get it wrong. However, we only truly get it wrong if we don’t review and learn from our mistakes – and then repeat the same mistake again.
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