PDCA
Methodical, continuous improvement
PDCA Overview
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Expanded as Plan-do-check-act
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Developed by Walter Edward Deming
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Also called "Deming cycle", "Shewhart Cycle", "Deming Wheel", PDSA (Plan, Do, Study, Act)

Example of PDCA
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Plan
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A large number of customer complaints are filed
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Manager/ team reviews - highest are for incorrect billing
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further analysis reveals an issue with new rates charged from this month, have not been explained/highlighted on the bill
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Team plans to reach out to a few customers, confirm the issue and explain the new rates
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Do
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The team reaches out to the customers, explains the new rates, notes if the complaint can be closed
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Check
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Customers have been found to be satisfied
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Act
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The team sends out mailers to customers explaining the new rates
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Highlights the changes in the bill formats for future
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Learns that new rates when deployed should be highlighted in the bill
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