This goes far beyond the general problem solving practices employed by many today.
People work very hard at satisfying the affected customer.
The organization s work force moves from one fire fight to another. This is an ineffective use of the organization s resources, not to mention the frustration for people of having to solve the same problem over and over. After the customer s immediate concerns have been successfully resolved, each of us must be committed to analyzing and changing the offending work process, or the fire fights will continue. For organizations to be successful at problem elimination, every person in the organization must have the same problem solving method. This allows us to be more efficient, as well as effective, in problem elimination.