7 Three Paths to Process Improvement

When process performance measurements are plotted on process behavior charts and analyzed as discussed and illustrated in Chapters 4, 5, and 6, the results point to one of three investigative directions:

1. Remove assignable causes. When the process is not stable (or nearly so), the proper action is to identify the assignable causes of instability and take steps to prevent the causes from recurring.

2. Change the process. If the process is stable but not capable (not meeting organizational or customer needs), the proper action is to identify, design, and implement necessary changes that will make the process capable. Keep in mind that changing a process transforms it into a new process and that the new process ...

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