Building Trust with Data-driven Control

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By implementing statistical process control and making changes based on the XMR charts, the individual was able to identify and address bottlenecks in the system, even though she lacked formal authority. This led to a sense of control and empowerment. The shift also built trust within the company, opening doors for more sophisticated data-driven interventions. Meeting people at their current understanding level and gradually introducing advanced concepts can lead to a higher level of trust and acceptance of data-driven initiatives.

It happens occasionally. Someone in the business decides they need to just take the analysis into their own hands. That leaves the analyst conflicted — love the interest and enthusiasm, but cringe at the risk of misuse or misinterpretation. Occasionally (rarely!), though, such a person goes so deep that they come out the other side having internalized everything from Deming's obsession with variability all the way through the Amazon Weekly Business Review (WBR) process. And they've written extensively about it. Cedric Chin was such a person, and we had a blast digging into his exploration of statistical process control — including XmR charts — and mulling over the broader ramifications and lessons therein. For complete show notes, including links to items mentioned in this episode and a transcript of the show, visit the show page.