Problem

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  A problem is a deviation or gap between what is actually happening and what should be happening.  A problem can also be defined as any customer need that is not met on-time in the right amount and in acceptable quality (according to the customer).

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Problems can typically be categorized into one or more of the following categories:

1. Gap between what is expected and what is happening.
2. An unfulfilled customer need or want.
3. Performance, A negative deviation from a standard.

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Gap between what is expected and what is happening.
  The first type of problem is when the standard is not met.  In other words, a gap has been identified between what is expected and what is happening.  Here’s an example.  A customer requests a minimum of 100% on time delivery.  Your organization however, is only performing at 75% on time delivery.  That performance does not meet the customers standard and identifies a clear performance gap of 25%.  This is a problem.

An unfulfilled customer needs or wants.
  The second type of problem is again related to not meeting a customer's needs. That type of problem is best summarized by saying the standard is being achieved but a new higher standard is what the customer requires.  Let’s use our on-time delivery example to understand a little better.  Let’s assume the gap was closed.  We are now performing at 100% on time delivery and meeting the proposed lead time of 1 week.  Now the customer requests a 3 day delivery and they still require 100% on time delivery. 

Performance, negative deviation from a standard.
The Last type of problem is when performance varies or is not consistently achieving the standard. ​

Challenge:
  Answer one of the 3 questions below in the comments section and receive a coupon for one of Lean Strategies International LLC's courses.

1. What do you consider to be one of the biggest problems in the workplace today?
2. Taiichi Ohno once said "having no problem is the biggest problem of all."  Why would having no problem be such a big problem? 
3. What three interpretations can you gather by reflecting on Mr. Ohno's statement?

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