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Failure is something that we don’t like to talk about and like to commit even less. But it’s an essential part of the learning process and if you work in continuous improvement, there’s a good chance that the road to excellence will have a few detours along the way. And that's no bad thing, says Steve Carleton, Director of Operational Excellence of Marketplaces at online auction site eBay.
In this Process Perspectives interview Carleton discusses why he believes there's opportunity in failure, how it shakes us out of complacency, and discusses strategies for overcoming failure in a positive way. He also talks about eBay's approach to process excellence and explains how a low-key, grass roots approach has been effective for their business.