In an effort to reduce quality costs, a quality manager has implemented a cross-functional process...

When a quality manager implements a cross-functional process improvement team to reduce quality costs, the team should first identify the problem. Here’s why:

Problem Identification: Before implementing any changes or improvements, it’s crucial to understand the root cause of the quality issue. Identifying the problem allows the team to focus their efforts effectively.

Baseline Assessment: By identifying the problem, the team establishes a baseline for comparison. They can measure the current state, collect relevant data, and understand the impact of the issue on quality costs.

Target Setting: Once the problem is clear, the team can set specific improvement targets. These targets guide subsequent activities, such as creating a method of reporting progress and measuring effectiveness.

While other activities (such as creating a reporting method, measuring effectiveness, and implementing a change management system) are essential, they should follow problem identification. Solving the right problem is critical to achieving meaningful quality improvements1.

 1: The ASQ Certified Manager of Quality/Organizational Excellence Handbook, Fifth Edition. Sandra L. Furterer and Douglas C. Wood. Published 2021. ISBN: 9781951058067. Item Number: H1569. Link