202114 Sep

Do You Use Data Selectively?


“Hi, I’m Jay Arthur, author of “Lean Six Sigma Demystified” and QI Macros [software]. “So in Quality Improvement we’re asked to pledge allegiance to science and evidence. “I worked on this one project when I was in the phone company, and all the managers thought, “We have these four day lead times to fix phone service,” and I think, “Okay, well let’s fix that.” What they wanted to prove was that they needed more repair people so they spun up a whole test of this thing: an eight-week adventure in Salt Lake City. We have data, we could go figure out why service goes out in Arizona (because it’s hot) and Seattle (because it’s wet). “So after about eight weeks they figured out that no matter how many technicians they threw at it, they could not collapse that four day service window.

Source: Qimacros