A large global business was experiencing difficulty identifying defects in one of their complex customer support processes, despite expending very considerable effort in the QA process.
To increase understanding of what was really happening in the QA / QC process.
To give clear focus on potential causes of failure to identify defects.
To give clear focus on the actual causes of unidentified defects, and prevent us fixing things that weren't broken.
To ensure changes were effective, sustained, and did not have unintended negative consequences.
The number of defects found from QA activity increased by over 100%, and the effort involved in finding these defects reduced by over 50%! This then enabled targeted and effective corrective actions to be put in place to reduce the number of defects produced during 'production'.
