Considering downstream departments as clients (preventing organizational barriers)
Analyze facts and talk on the basis of data
Concentrating on few important things
. Taking into consideration what happens in a given processis not enough to control efficiently the process itself. It is necessary to “look upstream” tofind the factors that influence the process, to keep these factors under control. This meansasking oneself the question of
certain problems arise. By means of illustration,imagine that a machine has ceased to function.
does it not work? A fuse has blown.
Why has it blown? Because of an overload.
What caused the overload? The fact that the bearings were not lubricatedenough.
Why? Because the oil pump was not working properly.
Why was the pump not working properly? Because the axle of the pump wasworn.
Why was it worn? Because some mud had entered the pump.In this case, the mud in the pump is the upstream cause of the damage. Repeatedlyasking
some undesirable effect occurs reveals the
cause, and hence also the
solution – in the previous example, applying a filter to the oil pump. If we do not pursue thiskind of analysis, we are likely to stop at an
, such as replacing thefuse. An intermediate solution is not sufficient to operate effectively. It is necessary to