What if the management is the issue? You already know there's a problem but they refuse to change. How could that be dealt with process wise?

Unfortunately, leaders set the tone for an organization. If leaders are resistant to change, it’s going to be very difficult to work around that. If it’s only one leader, and other leaders are supportive put your energy towards working with leaders that want to change. There will always be resisters in every organization. Where are you going to spend your energy? On the ones that want to move forward? Or the ones that don’t? My choice is with the leaders that want to do good!

Tracy O'Rourke

Tracy is a Managing Partner & Executive Advisor at GoLeanSixSigma.com. She is also a Lean Six Sigma Green Belt Instructor at UC San Diego and teaches in San Diego State University’s Lean Enterprise Program. For almost 20 years, she has helped leading organizations like Washington State, Charles Schwab and GE build problem-solving muscles.

Tracy O'Rourke

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If we are talking about improving the quality of a service provided, should the FMEA focus on what the support agent provides and what the customer receives separately, or both at the same time?