You Need Quantity AND Quality
With the new security rules in August, the number of checked bags increased suddenly (including my own, until I changed my process to include leaving a bag of toiletries at the hotel).
You know it's not a robust process when quality suffers with a demand/volume increase. Not that any of us expected the aviation industry to have robust processes….
The rate of mishandled bags was the highest since December 2004, rising to 8.08 per 1,000 passengers in August from 6.5 in July, according to the report, which can be found at http:/
I assume that's a statistically significant increase and not just part of the common cause variation. Even if you look at the government report, they only compare August 2005 to August 2006. I could dig into previous months' reports, but it's late. If someone could provide an SPC chart, I'd appreciate it. Maybe tomorrow…
With lean, we talk about “heijunka” or level loading as an ideal. We also somehow preach about the idea of “flexibility.” Your processes need to be robust enough so that, when demand goes up or down, you can react accordingly. Increasing demand means, usually, new people and the performance of those new people is a reflection of your processes, training, supervision, etc.