The obstacle to improvement

A lean "specialist" shared yesterday certain obstacles to the improvement he usually meets.

My experience is that there are no simple answers to handle this obstacle. The first thing I usually do is to check if I'm not that obstacle. Three tips if we are able to accept that we can be the obstacle.
- Do not look for the obvious, do not ask questions that confirm your view. Learn how to ask questions (see previous posts)
- Do not get lost in the method and in the details, think in terms of purpose of the process studied.
- Challenge your thinkings/assumptions about work and people, even if you think you do.
...

What's the purpose of a survey ?

My phone company recently surveyed me. They asked me about the friendliness of their employees, the quality of the network,...

Nobody asks me why I receive a confusing bill. I usually feel frustrated after reading the bill. My company has a friendly service but has not designed its process to deliver clear bill.

What was the purpose of this survey ?

A survey needs to start with people doing the work to understand what matters to their customers.  If they had identified first the numerous questions customer send each month about their bills…

Service needs to be designed starting from the customers perspective after identifying what matters to them…