The Outstanding Organization: Generate Business Results by Eliminating Chaos and Building the Foundation for Everyday Excellence

* In The Complete Lean Enterprise (New York, Productivity Press, 2004), Beau Keyte and Drew Locher introduced the metric percent complete and accurate (%C&A), which they developed in response to the growing awareness that office and service environments needed a way to measure defects in their output in the same way that manufacturing measures part or product defects. In manufacturing, first pass yield (FPY) refers to the percentage of items that successfully pass through a process with no defects that requires rework or the item to be scrapped. %C&A is similar to FPY except that the “work product” being measured is verbal, electronic or hard copy information. %C&A is used to measure quality from the recipient’s perspective—the degree to which ...