What Are We Trying to Accomplish?

When the business owners from Chapter One decided to improve their cleaning service, they may have been able to discuss and agree on the aim of the project over a cup of coffee. They may even have been able to come up with some ideas for changes. This was possible because so few people were involved in the effort, those initiating the effort were also doing the work, the system was relatively simple, and unintended consequences were easily identified.
As the scope of an improvement effort increases, an improvement team or individual should answer the question “What are we trying to accomplish?” by writing down what the aim of the effort is. This written statement of the aim is sometimes referred to as a ...

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