PROCESS-IMPROVEMENT5 MIN READ
Dialogue: Get a Trustworthy Baseline
Create a credible baseline plan when available process data is incomplete or mistrusted.
Min M CRM data owner 01 Trust 02 Sample 03 Caveat Measurement conflict 20 sec Refund cases are reopened and timestamps are overwritten, so nobody trusts the standard CRM lead-time report. Without a credible baseline, the team cannot know whether the improvement worked. 28% reopened cases 6.2d sample median lead time DMAIC Measure
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