CEDAC - Harnessing the Power of Groups
The old adage of “the
whole is equal to the sum of the parts,” might work for physics but not for
groups. In groups the “sum is always
greater than the parts,” for in groups you can learn and feed on each others ideas. You can ask people individually to solve a
problem and look at the results or put people into a room together, with a
large wall chart, give them a powerful tool like CEDAC and watch how each
person can build on another person’s ideas.
CEDAC is cause and effect diagram
with the addition of cards developed by Dr. Ryuji Fukuda. You ask a group of people to address a
problem, “How to give better telephone customer service!” Give each person a pad of post-it-notes and
have them write out the causes of the problem. “1. The telephone rings more than two times without being picked
up.” “2. The customer is kept on hold
without someone getting back to them.” “3.
The customer is furious with the quality of the product.” “4. I can’t answer
the customer’s question.” “5. I don’t
have the authority to give back a refund.” “Etc.”
On the large chart major categories
are written: People – Equipment –
Material – Authority – Quality, etc. using a “tree diagram.” On the left side of the diagram under the appropriate
category you post your slip. For
example: item 1. above might go on the left side of Equipment.
After a period of brainstorming
where everyone participates by writing out slips, talking about their ideas and
posting them on the large chart, you then attempt to find solutions, effects,
to each of the causes. The slips add a
very powerful dimension to the old cause and effect diagram used in quality
circles.
This process allows ideas to come
from every group member and to address those actual and hidden causes to
problems. Of course, a “no blame,”
atmosphere must exist within the group, and every idea is treated with respect
as a good idea.
As you address each concern and
recommend solutions over time, when you have had a chance to implement the new
ideas, you are actually creating a new standard of how the work should be
done. In this case you are creating a
new standard on how to answer the telephone to give better customer service.
Other bloggers participating are:
Bill Waddell at Evolving Excellence
Chuck Frey at Innovation Weblog
Hal Macomber at Reforming Project Management
Joe Ely at Learning about Lean
John Miller at Panta Rei
Mark Graban at Lean Manufacturing Blog
Norman Bodek
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