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Case Study: Using Logical Thinking Process Tools

In 2010, the finance department of a Fortune 500 company established a quality audit (QA) system for the company’s operations. Toward the end of 2011, the general feeling on the floor was that the QA system was effective and the quality of work in the department was improving. The metrics, however, were not improving. A…

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Managing Performance Factors: A Sample Checklist

In the May/June issue of iSixSigma Magazine, the article, “Taking the Next Step: How to Eliminate Errors for Good,” offers an approach for managing human performance factors in an effort improve processes in service organizations. An excerpt of a checklist used to measure human performance factors and gauge risk is featured in the magazine article….