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[QualitiAmo - Stefania]

Su Aveta potete leggere un articolo dal titolo: "Cause and Effect – the Four Ps".

Questa è la versione tradotta in italiano con il traduttore automatico di Google.

The service industry is a varied sector of the economy, entailing in and of itself categories such as banking, retail, education, and even government. The essential function of a service industry is the provision of important services facilitating other businesses, as well as to customers. Although in the past 6 Sigma has been associated by most with the more acquisitive end of the business world – where the bottom line is a greater priority – the service industry has an interest in applying the tenets of Six Sigma correctly and efficiently. The service industry, after all, needs to keep functioning in order so that everything else can run smoothly. It is also generally more accountable to public opinion.

When something goes wrong in the service industry, it can usually be identified as pertaining to one of four factors, each beginning with “P”; People, Policy, Procedure or Place. Each of these factors covers a wide range of other factors, any of which can be the root of a failure in the industry. When looking for a way to prevent such problems from recurring, an ideal fishbone diagram would have four secondary bones coming off the spine, each with one of those Ps at the top of it.

A service-oriented business looking to address the root causes of its problems would then look, in turn, to each of these categories. People, for example, will refer mostly to staff. Questions would include “Do we have enough staff?” and “Are the staff that we have well-trained?”. The category would not be completely about staffing questions though – for example, the problem could be a matter of the liaison between companies. It may be that there has been someone at the other end of the problematic transaction who has not held up their end of the bargain. Problems, after all, do not always come from within.

For each of the other categories there are similarly varied potential areas for potential defects. It is therefore highly important to give equal focus to each section of the overall issue. By breaking things down it is possible to be forensic in detecting where problems have occurred and fixes exist. This enables the project to be compliant with Six Sigma methodology.