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"Initially I went in with all the 'engineerish' skepticism. But it taught me how to ask the right questions to understand and solve problems."
Workshop Participant
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| KT Review Auto Edition #1: Focus on
Training
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Troubleshooting the Troubleshooting System
It is not surprising to find that more and more companies are becoming
concerned with “issue resolution cycle time.” That is,
shortening the time from the moment an issue—for example, a quality
problem—arises to the moment corrective actions have eliminated
the problem and the possibility of its recurrence. In other words, they
are recognizing the need to accelerate their troubleshooting. Kepner-Tregoe
has identified three elements that are fundamental to building world-class
troubleshooting…
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Improving Service Quality at Honda
(previously published in “Quality Progress”)
For all the differences between achieving quality in manufacturing
and service environments, there is at least this important similarity: Both
require top quality inputs and processes. Defects in intangibles such as
problem solving, decision making or project management are much more difficult
to spot and correct than defective raw materials or problems on the line.
Yet, these often invisible inputs and processes are just as fundamental to
providing high quality service and support as high quality inputs and processes
are to manufacturing.
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this article
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