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Setting a measurable target is important and hopefully the target considers the Voice of the Customer. The Check/Study Phase determines how far or close you are to meeting the target. Sometimes, not hitting the target means you look for additional countermeasures. Other times, it could mean that you are close enough to the target to implement the countermeasure more broadly.

Tracy O'Rourke

Tracy is a Managing Partner at 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.