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Interesting question. If you want to “practice” the FMEA, then I would consider the kinds of changes you would really like to make to a process (if time and money were not an issue), and then take one of the changes and conduct an FMEA on that change. That will give you practice. But you could also take one type of transaction with the customer, and brainstorm with other service personnel the kinds of things that can go wrong and then build preventive or contingency plans around them. Both would be good practice – and help you mitigate risk!

Elisabeth Swan

Elisabeth is a Managing Partner at, the co-author of The Problem-Solver’s Toolkit and co-host of the Just-in-Time Cafe. For over 25 years, she's helped leading organizations like Amazon, Charles Schwab and Starwood Hotels & Resorts build problem-solving muscles with Lean Six Sigma to achieve their goals.