Baseline Before You Solve
Decide whether a baseline is trustworthy enough for Measure by checking definition, sampling, and measurement system risk.
A baseline is evidence only when the measurement method is stable. Otherwise the team may spend Improve fixing a reporting artifact. Define The Unit The unit is what gets one chance to pass or fail: order, invoice, call, batch, ticket, kit, transaction, or customer. If the unit is unclear, the denominator moves and defect rates become misleading. Freeze The Defect Definition A defect definition should be observable by two people the same way. Late means little until it says more than two business days after promised ship date. Incomplete means little until it names the missing fields. Sample The Process,…
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