’80 in 20’…erm, can we change that?!

If I am responsible for a process (a system) then I want to:

• see the actual voice of the process;
• get behind (and then drop) any numerical target;
• split the noise from any signals within;
• understand if the system is ‘in control’ (i.e. stable, predictable) or not; and
• spot, and investigate any special causes⁷

and, perhaps more important, I want to:

• understand what is causing the demand coming into the system (rather than simply treating all demand as work to be done);
• involve all of the people in their process, through the use of visual management (done in the right way); and then
• experiment towards improving it…safe in the knowledge that our measures will tell us whether we should adopt, adapt or abandon each proposed change.

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