Working with Processes


85/15 Rule

Dr. Juran, an early pioneer in the field of Quality Improvement, described the power of focusing on the process in his 85/15 rule. That is,

85% of the problems in our work lay within the process itself and are under the control of management.

15% (or less) of process problems are under the control of employees,

This rule helped managers to think in terms of process problems and ask "how" it happened and not "who" did it.


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