“Orders are often wrong” is a statement, not a problem. It does not tell you which process, which time frame, which type of defect, or any supporting evidence. A better problem statement would read, “Eight…
A process map can become cluttered extremely quickly. An inexperienced mapper starts with “receive an order” and soon piles on every email, computer screen, exception, approval, wait, and failure mode. The sheet becomes covered with…
The same poor result can call forth three different answers. The team might shield the customer, fix the product, or update the process to keep the defect from happening again. Those are containment, correction, and…
Take the statement, “be sure that the report is accurate.” To this it might seem reasonable. But when two people begin evaluating a report, one checks the totals, one checks spelling, and one checks that…