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Case Study - Doubling the Percentage of Defects Found During QA With 50% Less Effort via Lean 6 Sigma


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.

1. We mapped the process and gathered data

To increase understanding of what was really happening in the QA / QC process.

2. We formed hypotheses as to the potential causes of unidentified defects.

To give clear focus on potential causes of failure to identify defects.

3. We tested the various hypotheses using statistical methods.

To give clear focus on the actual causes of unidentified defects, and prevent us fixing things that weren't broken.

4. We implemented and measured changes designed to address the real causes of unidentified defects.

To ensure changes were effective, sustained, and did not have unintended negative consequences.

5. Result

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'.


Delivery to plan


More defects identified, with just 50% of the resource


ROI from aorist consultancy, training and coaching

Businesses typically benefit from a 50 - 100+ times rate of return, when measuring the cost of an aorist Lean 6 Sigma or Systems Thinking / Systems Dynamics Simulation training course and coaching against the benefits derived from applying it the very first time in their business.