The toaster, yet in many it systems, we tend to focus on fixing issues in the aftermath, rather than in the root of the problem. Instead on focusing on fixing the end product, we should be focusing on the cause of the problem. The system is consistently producing issues. A variation that was unpredictable (e toaster breaking). If your toast was working fine initially, and all of a sudden it started producing burnt toast, then it could be that your toaster is broken and you need a new toaster. This could be as simple as turning the heat setting down for a common cause. So, as a sane person, who had this job of producing toast, what would you do? Keep scraping? Build an auto scraper? I don’t know about you, but I would try to fix the toaster. This is how Deming saw western manufacturing and how I see IT systems managed. Or, decide to cover up the burnt bits by slathering on butter. You may decide to use a fork, at least that way you may not break the toast. This keeps occurring, every slice of toast comes out burnt. The toast gets burnt and you scrape the burnt bits off with a knife. So, how should you identify them? Is is where the Burnt Toast analogy comes in. The computer that crashed due to hard drive failure etc. Special Cause on the other hand could be that power spike that caused the systems to go haywire. For example, that error that comes up in the log all the time. So what does this mean? Common Cause, at least in Operations terms are those issues that occur regularly. Special Cause or UnNatural Patterns are unpredictable occurrences in both frequency and severity. He defined the terms Common Cause and Special Cause.Ĭommon Cause, also known as Natural Patterns, are historical, quantifiable variations to a system. He wasn’t the originator of the theory, but he did put it in a fun way. William Edwards Deming, the father of quality had a theory about the handling of defects.
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