Although the following quote has also been attributed to many others (often wrongly), I would like to believe that it comes from the motion picture 28 Days with Sandra Bullock in which she is addicted to alcohol and ends up in a rehab clinic. One of her therapists says, “Insanity is doing the same thing over and over expecting a different outcome.” What does this statement teach us about process improvement? In short it indicates that if you want different (read: better) results, you will have to change (read: improve) your approach, your process. So, process improvement is about influencing your results by adjusting your process in the right way.
You begin your improvement process with the question, “What problem ...
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