Attack on Ambiguity

When real effort is spent getting to the cause of problems (vs. a reflex to find someone to blame), ambiguity often enters into the picture.

Problem solving is a process of asking questions and clarification.

Is a “defect-free” outcome of the process specified? Does the Team Member know what “success” is?
Is there a way for the Team Member to actually verify the result?
Does that check give the Team Member a clear Yes/No; Met/Not Met; Pass/Fail response? Or is there interpretation and judgment involved?

If there is good specification for “defect-free” – is there a specification for how to achieve it? Do you know what must be done to assure the result that you want? Does the Team Member know? Is the Team Member guided through the process? Are there verifications (poka-yoke, etc) at critical points?

If all of the above is in place, do you know what conditions must be in place for success? What is the minimum pressure for your air tools? Is there a pressure gage? Does it cut off the tool if the pressure is too low? Is there some visual check that all of the required parts, pieces, tools are there before work starts? Thank about the things you assume are there when the Team Member gets started.

For ALL OF THE ABOVE, if something isn’t right, is there a clear, unambiguous way to alert the Team Member immediately?
Is there a clear way for the Team Member to alert the chain-of-support that something isn’t right?

If there is a defined result, a defined process to achieve it, and all of the conditions required for success are present –
Is the Team Member alerted if he deviates from the specified process, or if a critical intermediate result is not right?
More poka-yoke.

Now you have the very basics for consistent execution.

Is the process carried out as you expect?
Is the result what you expected?

If not, then the process may be clear, but it clearly does not work. Stop, investigate. Fix it.

All of this is about getting more and more about what is SUPPOSED to happen and compare it to what is REALLY happening… continuously. I say continuously because “continuous improvement” does not happen unless there is continuous checking and continuous correction and problem solving. If you want “continuous improvement” you cannot rely on special “events” to get it. It has to be embedded into the work that is done every day.