Abstract

When things go wrong, we are quick to assign blame or point fingers. At times, many organizations have difficulty moving past “who” was at fault and, as a result, resources are wasted and costs increase. The time and brainpower expended in conducting the search for the responsible party could be better used in brainstorming solutions to the problem. In this Back to Basics article, Kenneth Thomas discusses how organizations can use quality tools to move away from trying to determine “who” was at fault and transition into a problem-solving mindset of “how” to make things better.