“So, you have an update on your quality problem?” I asked.

“Indeed, I do,” Noreen replied. “I built this new quality control system. I am surprised we didn’t take a look at this sooner. Sensors are getting cheaper with inexpensive software to capture data in real time.”

“Tell me more,” I wanted to know.

“As material goes through our system, we placed sensors to calculate weight and cameras to identify shapes within tolerance parameters. This data is compiled into a discrepancy report that shows up in my email every morning at 9a from the day before.”

“I see,” I said, nodding in agreement. “And, since we have a quality problem with a known 23% failure rate, what did your first report say?”

“Well, we are just getting started, so the data actually confirmed our known failure rate,” she reluctantly admitted.

“Okay, let’s break this down. You have sensors that weigh and cameras that see, you said, in real time. The data is compiled and delivered the next day. We confirm the failure rate by a 100% physical inspection. The shift from the day before ends at 5p, so how many hours delay is there before the data is reported?”

“You can do the math with me,” Noreen winced. “Sixteen hours.”

“And at 9a, when the report is automatically emailed to you, are you ever in a meeting or out with a customer?”

Noreen shook her head. She knew where this was going. “Yes, that puts even more delay, I guess.”

“So, I want you to work on three things about your control system,” I pressed. “First, change the name from control system to feedback loop. Second, have the feedback duplicated to someone on the floor that can actually take corrective action. Third, don’t compile the data for tomorrow, have that person notified in real time, today, like now. Let’s see where that gets us. Then, we can work on the root cause of the failures.”