Learning From Mistakes

In this section, we reflect on how mistakes and operational defects became valuable sources of new input metrics at Amazon. Through a disciplined Correction of Errors (CoE) process, we turned setbacks into opportunities for learning, system improvement, and metric discovery.

Key Takeaways:

• We embraced mistakes as learning opportunities: We openly discussed errors and failures—not to assign blame, but to understand what went wrong and how to prevent it next time.
• We asked predictive questions: For every defect, we asked: What metric could have predicted or prevented this? Often, the answer revealed a missing input metric that we needed to start tracking.
• We built systems to measure what we were missing: Once we identified a critical input metric, we prioritized building the tools and infrastructure to capture it—and ensured it was reviewed in our Weekly Business Review (WBR).
• We used a structured CoE process: The CoE included five steps—identifying the error, documenting and responding, root cause analysis (often using the “Five Whys”), developing corrective actions, and then implementing and monitoring those changes.
• We integrated input metrics into operational reviews: Many of the metrics that emerged from the CoE process became part of our regular metric reviews, helping us catch future problems early and improve reliability across systems.

This practice helped us create a culture where defects became a trigger for innovation and deeper operational control, not just patchwork fixes.

To dive deeper into Input Metrics Mastery and learn more from Bill and Colin, follow these links:

• Take the full course at their website: https://workingbackwards.com/
• Buy the book: https://www.amazon.com/Working-Backwards-Insights-Stories-Secrets/dp/1250267595
• Bill's LinkedIn: https://www.linkedin.com/in/bill-carr/
• Colin's LinkedIn: https://www.linkedin.com/in/colinbryar/