CHAPTER FOUR
THE SCIENCE OF IMPROVEMENT
Science (from the Latin scientia, meaning knowledge) is defined in Webster’s New Collegiate Dictionary as “knowledge attained through study or practice.” Science refers to a system of acquiring knowledge of the physical world. This system must be based on observable phenomena and capable of being tested through the scientific method for its validity. Acquiring knowledge is essential for improvement activities, whether it is a simple problem to solve, a work process to improve, a design or redesign of a product or service, or improvement to a complex system. What kind of knowledge will allow us to develop, test, and implement changes that result in improvement?
The most obvious answer is appropriate ...
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