Measure Process Flow & Variation rather than Budgets and People

Abstract: Statistical process control (SPC) was first used in the 1920s to improve process performance in production plants. But the knowledge gained since then has failed to be passed on to people outside the production operation (and not that many within it!). The theory of variation inherent within SPC techniques tells us a great deal about how to improve process performance right across the organization. This paper looks at the lessons to be learned and how managers can apply them throughout the firm.