I was told; “Why document the process when it’s been working just fine?”

We each were seeing very different realities.

- Customers disappointed by errors.
- Regular verbal negotiation over the process.
- The outcomes were rarely what was desired.
- Blaming of “others” for undesirable outcomes.
- Wasted reworking of orders and documentation.
- Confusion among participants over the process and policies.
- Regular negotiating over how to resolve undesirable outcomes.
- No one quite sure who was responsible for correcting the resulting issues.

“A bad system will beat a good person every time.”- Dr. W. Edwards Deming