Two Types of Reliability

It bears remembering that there are always type types of reliability that we talk about when we use that term.

The first (without getting into semantic posturing please...) is roughly defined as making sure assets do what users require of them. And that covers a range of areas from safety to the environment, and from operations to reputation and brand issues.

Most of us think we are at work trying to achieve that every day. But there is another kind of reliability. The type that Amazon customer service exemplifies.

Ever used that? Probably not, they are generally pretty darn good at getting the things you want onto your doorstep. I had to use them once when I was working in Saudi Arabia.

My books had gone missing and I had waited several months for them. So, even though it was so late, I filed a complaint with the online web form they have.

This really annoyed me because I hate web forms. Nothing ever happens. So I decided this was a lost cause.

Within two minutes I had an email in my inbox. Not a "We have received your comments" type email - but a real one from a real person asking me intelligent questions about the issue.

I shot back a response and within about another two or three minutes came the reply offering to replace everything I had lost at Amazon's cost, immediately. (There were a few more issues around address etcetera)

I was blown away. Within twenty minutes my issue had been totally resolved from the other side of the world and my books were, apparently, on their way. This same person checked in with me several times over the next week until my books truly were in my hands. (Not an easy thing to do in backwaters like Dubai)

That's reliability.

The first is a definition, and it has to do with organizing resources in the most efficient and effective way to deliver what people want. The second is a passion, springing from people who are determined to deliver what you don't expect.

I am building a consulting team that I hope will exemplify the second type of reliability. Amazon Reliability. The sort of specialists that can give you the answer even though you haven't quite worked out the question yet.

People who are determined to give you what you don't expect. The types of people that can be relied upon.

Which type of reliability department do you work for? Which one would you like to work for?