LESSONS LEARNED
This example illustrates many of the potential problems
that can arise when management does not understand
processes, process capability, and variation and
instead relies on accounting reports that do not reflect
the complete process. Management did not realize that,
prior to the four months of manipulation by the
employees, the process had been under statistical control
and that under current conditions it was not capable
of meeting the specifications of an average of 2.1
ounces of consumed fruit per box. The variance the
process was incurring (17,200 ounces or 2.5 ounces per
box) was a random variation and a result of the process
components. The variance could be reduced only by
changing one of the components of the process—methods,
people, material, machines, or environment.