A large energy business was experiencing a high proportion of meter installation failures.
To increase understanding of what was really happening during meter installation and replacement.
To give clear focus on potential causes of failure.
To give clear focus on the actual causes of failure, and prevent us fixing things that weren't broken.
To ensure changes were effective, sustained, and did not have unintended negative consequences.
Defect rates were reduced by 20%, and variation in defect rates was reduced by over 30%!
