"In his book Out of the Crisis, W. Edwards Deming wrote: “A fault in the interpretation of observations, seen everywhere, is to suppose that every event (defect, mistake, accident) is attributable to someone (usually the one nearest at hand), or is related to some special event. The fact is that most troubles with service and production lie in the system.”
“We shall speak of faults of the system as common causes of trouble, and faults from fleeting events as special causes,” he wrote. “Confusion between common causes and special causes leads to frustration of everyone, and leads to greater variability and higher costs, exactly contrary to what is needed. I should estimate that in my experience most troubles and most possibilities for improvement add up to proportions something like this: 94% belong to the system (responsibility of management), 6% special.”
Control charts offer the study of variation and its source over time."
Que bom voltar a encontrar este trecho do grande Deming. Vejo tão pouca gente fora da indústria automóvel a usar o poder das cartas de controlo...
Vejo tão pouca gente fora da indústria automóvel a olhar para lá da camada superficial dos eventos e a mergulhar nos comportamentos e no sistema.
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