Tallying the Pros and Cons

摘要

In the last edition of "Lean Culture," I introduced the tally sheet, a technique that has helped many a supply chain and operations management professional uncover the root causes behind quality issues. Figure 1 shows one such example for an order entry process. Here, a service representative would make a check mark or-better yet-record an amount of time spent resolving each issue found during a specific period. The tally sheet enables a quality manager to discover at a glance what types of issues are occurring the most often and, potentially, the amount of resources being spent solving the problems.