On average, 29% of contracts contained significant errors in a large business.
Recording defect levels per contract 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 data and a number of fishbone diagrams, to highlight the key apparent presenting causes.
By testing statistically whether the hypothesised causes related to the problem, when we solutionised we were confident of success as we knew we were 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 by 99.9%!
