ABSTRACT
Historically, the responsibility for trouble-shooting and process improvement, particularly within a manufacturing organization, has rested with a ‘technical’ department. In recent times, however, these tasks have been carried out increasingly by people who are directly associated with the operation of the process on a day-to-day basis. What is quite clear is that process improvement and trouble-shooting should not become the domain of only research or technical people. In the service sector it very rarely is.
