From the course: Process Improvement Foundations
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Final thoughts
From the course: Process Improvement Foundations
Final thoughts
- Two final thoughts. First, is that a culture of great quality and great service, which probably means short waiting times, has to come from the top since it may require increased costs. But it will be worth doing. Sometimes you have to spend money before you can save it, or spend money before you can sell more and bring more in. And this act of faith needs senior managers who understand things like queue theory and the real cost of poor quality. If necessary, you can maybe get them to listen to this cost, in which case I hope it helps. My second point is don't run before you can walk. The latest ideas line Lean and Six Sigma sound great when you first come across them, but it'll be hard to make anything stick unless you get the foundations right. Get the data right, get the people right, and then get the quality right before you bring in poor systems, reduce work in progress, start to focus on bottlenecks, and…
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