Key Points from Chapter Six
• All improvement requires change but not every change results in an improvement.
• Fundamental change results from design or redesign of some aspect of the system (process, product, or service) or the system as a whole. They are required to improve the system beyond historical levels. They often result in improvement of several measures simultaneously.
• A strategy to uncover issues and opportunities for change in the current system is to study in detail a “sample of one.” For example, take one customer order and follow it through the system.
• Some cautions for making changes that include technology:
• Do not automate a bad system.
• Try to reserve technological solutions for improving stable systems rather than ...
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