At a recent training class I was reminded of the importance of good communication with this notorious diagram.

The diagram illustrates the pitfalls of poor product design, or poor customer service, and the dangers of failing to properly listen to customers and interpret their needs. The tree swing also demonstrates the dangers of departmental barriers, and failures of departments to talk to each other, and to talk to customers. As such, the tree swing is perfect for training these areas of quality, communications, customer care and inter-departmental relations.

The people over at Businesballs.com have added several new tree swing pictures to the original collection.  Here are a couple:

I am sure many people and organizations can relate to this example.  This is why the voice of the customer and internal communications is so important. Remember the essence of communication means saying and hearing have the same message otherwise communication breaksdown.  As we say in Lean the signal or communication needs to be binary, clear, and direct.

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