20The Case of the Defective Pinions
It is better to solve problems than crises.
John Guinther
20.1Case Background
Improvement, in any endeavor, requires a detailed knowledge of the current situation and a team that understands the intricacies of the process. That is to say, if improvement is to occur, then adequate data on problems that exist must be collected so that problems can be defined and the correct priority established. This data must include things like information on where and what the problems are, the severity and frequency of the problems, and the impact of the problems if resolution is achieved. This case involved a subsupplier of pinions to a major European auto manufacturer. Pinions are used in things like turn signals ...
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