Turn a Complaint Into PDCA
Use PDCA to turn a customer complaint into a tested process improvement.
Customer complaint: compliance reports arrive on time but require three hours of cleanup before audit use. Complaint-to-PDCA: define customer gap -> test small change -> check customer measure -> update gate The shortcut is to say the SLA was met and treat the complaint as preference. That protects the internal metric while ignoring customer waste, so the process keeps producing technically compliant but unusable output. Plan Define the quality gap: report is on time but not audit-ready because fields and groupings do not match the customer's template. A PDCA Plan needs a customer-relevant requirement, not just the internal SLA. Do…
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