“We are still missing our targets,” Byron said, shaking his head. “My team just doesn’t seem to be able to do what is necessary. We produce enough in volume, but our reject rate is ten percent.”
“What are you going to do?” I asked.
“I don’t know. We have been over and over this from the beginning. I even tried a stern lecture.”
“Are they doing their best?” I prompted.
“Yes, I believe they are doing their best.”
“They are doing their best, with full commitment?” I pressed.
“Yes,” Byron nodded.
“Then, you have to look in the mirror. You picked the team. You provided the training. You provided the tools for the team to use. You provided the materials, the process, the work instructions. You provided the inspection methods. You control all the resources around the work. You are accountable for the ten percent reject rate.”