The TSA and Explaining Why

Lean was on my brain traveling home recently. Mostly bad examples,
but one thing jumped out at me, somewhat positive.

I love the Toyota Production System / Toyota Way  notion of
“explaining why” (and
blogged about it here after touring NUMMI). In the Lean
mindset, you don’t just tell people what to do. If you’re issuing
an instruction, you have to take the extra effort to explain “why”.
That shows respect for people, taking that extra effort. This
applies to our verbal communications with people, as well as
signsor standardized work documents  that might normally be
posted around a factory or workplace.

So, in line for the security line, there was a sign that says “Why
a One Quart Bag?” If you’re familiar with this security rule,
the
government line is here. We could debate the merits of the
restrictions to no end, but the sign said, basically:

“The one quart bag limits the total amount of liquid and gel that
can be carried on board.”

I’ve been able to fit the following in a one quart bag (and you’re
limited to 3 oz of any item):

• Small toothpaste
• Small hair creme jar
• Small shaving cream
• Small face lotion

The bag, in a way, is a “poka yoke” device for the security
inspectors. They still have to visually inspect the items so that,
God forbid, I don’t have a 4 oz. hair gel in there (even if the
total amount of liquid/gel is within the quart sized bag
limit).

I thought, that’s nice that they’re explaining the tyranny of the
quart-sized bag. I guess part of the advantage of the bag is that
they can put that through the x-ray separately. The rule might not
make perfect sense, but they’re making an attempt to explain
why.

But, what if you had a smaller zip lock bag because you only have
toothpaste? NO GOOD. Not a quart-sized bag. But the amount of
liquid/gel is LESS than a quart-sized bag. NO GOOD. Why?

What if you only had toothpaste and you were willing to put it
through the x-ray separately? NO GOOD. Not in a bag. Not in a
quart-sized bag.

If the “design objective” is limiting the total amount of liquid,
why can’t there be multiple ways of accomplishing that? While
there’s some element of “respect for people” in explaining why to
the passengers about the quart-sized bag, is there less “respect
for people” in giving the TSA employees ZERO lee-way or judgment?
Just follow a rule blindly?

I know I’m wasting my time looking for logic or consistency in the
airport rules. But think about these concepts in your workplace.
Are you giving hard set rules that your employees aren’t allowed to
challenge? Are you explaining “why?”