ABSTRACT
Knowledge about variation is vitally important, not only for effective decision making, but also for solving problems. Our ability to solve problems quickly and in a sustainable way is directly linked to our ability to understand and interpret variation; otherwise any decisions made may well make things worse or have no effect at all, rather than make things better. In particular, we need to use a
scientific approach,
whereby we learn to:
Understand variation
Base decisions on data rather than hunches
Develop process thinking
Manage the organisation as a system
The scientific approach involves seeking permanent solutions by looking for root causes of problems, rather than quick fixes that tend to be a reaction to superficial symptoms. This in turn leads to sustainable improvements in
all
areas of business, such as cost control, meeting delivery schedules, employee safety, skill development, supplier relations, new product development, and productivity. It is generally more effective if a number of people work together as a team to pool their knowledge and experience in order to solve problems. Putting in place solutions, through a process of identifying and eliminating root causes, is a more effective approach to problem solving. This is depicted in Figure 2.1.
