19The Case of the Engineering Backlog

The surest sign of a crisis is that when you have a major problem, no one tries to tell you how to do your job.

Anonymous

19.1Asking the Right Questions

Solving problems is not always easy work, but it doesn’t have to be difficult either. The tools I presented in Chapter 4 will always make life much easier. In this chapter, I will present a case study that is intended to demonstrate the power of asking the right questions, and then by using simple tools, how you can get to the root cause of the problem. Not all problems are quite this easy to solve, but the reality is many of them are; we just make them difficult.

The two tools we are going to use are the run chart and the Pareto chart. In case you ...

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