On average, 36% of the promises a major business made to its customers were broken.
On a Process Behaviour Chart, to understand if the problem was systemic. The way the problem manifests (systemically or not) determines the most efficient and effective improvement approach to adopt.
Using a fishbone diagram, to highlight the key presenting causes.
By correlating the hypothesised causes to the problem to ensure proven causality, when we solutionised we were confident of success by adressing the genuine causes of the problem.
We adopted the solution and continued adding data to the Process Behaviour Chart established in Step 1., to ensure changes were effective, and sustained.
The percentage of broken promises was reduced to < 0.5% on average, a 98%+ reduction!
