3
Are We “Doing the Right Things”?
Caught in the headlights of infologic, it occasionally feels as though we have met the man with the proverbial hammer to whom everything looks like a nail.
John Seely Brown and Paul Duguid
The Social Life of Information, HBS Press, 2000, p. 19.
A3 PROBLEM ANALYSIS
The author was brought in to consult on a hospitality industry customer satisfaction project. One of the Six Sigma events was to analyze the performance of the elevators of a large hotel. Customer service had received a large number of complaints on the poor performance of the elevators, and so a project, lasting several months, was in process. ...
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