Problem solving starts with diagnosing what’s wrong, and not merely gathering reams of data on its symptoms. It sounds easy, but it can be deceptively complex. Chrysler Group LLC customer satisfaction team leaders, spanning a wide spectrum of fields – from the earliest stages of engineering, to the factory floor, to direct customer relations – came together this summer to learn from the best.
The sessions, lead by two Master Blackbelt coaches, are designed to enable problem solvers, regardless of discipline, to more quickly identify, resolve and learn from problems that negatively impact products, and therefore customers.
(This is a battle to reduce issues that lower quality, which is
why the coaches are appropriately referred to as
“blackbelts,” or master experts in fighting
problems).
