The approach anyone takes to a problem often depends on how they see the problem to begin with. Often people solve common problems with common solutions that produce common results – this avoids having to make any interpretation about what underlying issues exist at the root of the problem. It also avoids the vastly improved results that occur when the root cause of the problem is addressed with a new solution that not only ensures good short term results, but also ensures they will become part of the cultural fiber of the organization.

Sente’s Test Resource Management solution is often characterized by others as an “asset management” solution. People classify it that way because of what they first notice about our solution. They notice bar codes, scanning guns and people moving equipment. These elements are typical in most “asset management” solutions and, human nature being what it is, we assume we know the rest. Our customers know that our solutions go much deeper than bar codes and scanning guns to produce the order-of-magnitude results we do and to enable several of our customers to win corporate “best practice” awards for what they have done with us.

We do not believe the root of the problem is “asset” based. In fact, we believe that name actually directs people’s attention away from solving the problem. It is understandable why people might think the problem is asset based because most of the results being pursued sound asset based: asset utilization is too low, asset costs are too high, asset calibration costs are too high, etc.

People don’t look for the underlying issues because they have their attention directed elsewhere. They are too focused on the “asset.” They sometimes notice other breakdowns but don’t know how to solve them or don’t relate them to the problem they are trying to solve. They miss the root cause of:

• Conflicts regarding equipment and resource usage
• Hoarding equipment
• Equipment not available when needed
• Lost equipment and financial write-offs

Sente’s insight: the problem is not an asset problem. It is a people problem, a cultural problem. While the solution certainly does require knowledge about assets, it also requires knowledge about human behavioral mechanisms. The competitive advantage we produce for our customers is rooted in the practices and tools we’ve developed using this knowledge. Sente’s practices and tools effectively trigger the behavioral mechanisms required to shift the ineffective cultural practices at issue. It works every time.

The specific people, practices and tools are shaped by the way we view the problem. ”People, Practices & Tools” has become a bit of a slogan in business these days and it goes without saying that a baseball team and a finance department both use people, practices and tools, The question for anyone proposing a solution is “what” people, practices and tools and why? Are they using the most effective set of people, practice and tools or are they acculturating your business with common practices and common results that will prevent you from excelling?

• People—not processes or tools—make and keep commitments. This explains why roles designed in conjunction with processes, staffed by competent practitioners whose incentives are aligned with organizational objectives, are critical to achieving order of magnitude improvements.
• Practices must be designed to address all root cause issues. Process maps are common and typical process maps are not rigorously produced. They often include steps that might as well be called “then a miracle occurs.” We all have seen this. In addition, practices only work if people can perform them. There is no sense creating practices and processes that people can’t perform or learn to perform before the time when they are needed. Processes need to have "integrity," meaning that if each step is performed as specified, the process will produce the expected end result.
• Tools lower the cost and increase the quality of performing the processes. Tools make certain practices possible. It's imperative that tools are designed for easy use by those performing practices and processes. Otherwise, people simply won't use the tools.