Does it make any difference which problem-solving method people are trained to use to improve quality and process performance? A recent discussion on the quality discussion list on the Internet culminated in two general conclusions: Any systematic approach is better than none, and as long as people are trained to use one that is systematic, it really doesn't make much difference which one it is. These conclusions remained undisputed for some time. Finally, I posted a message asserting that the second conclusion was not true. I claimed that it does make a difference which problem-solving approach people are trained to use.
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