At the outset of our venture, I thought we needed to focus all of our energies on building and marketing our product. Yet once we entered a period of rapid hiring, repeated Five Whys sessions revealed that problems caused by lack of training were slowing down product development. At no point did we drop everything to focus solely on training. Instead, we made incremental improvements to the process constantly, each time reaping incremental benefits. Over time, those changes compounded, freeing up time and energy that previously had been lost to firefighting and crisis management.
