1.5 - About University

seriously malfunctioning machines, and the adjusted copiers did seem to work better for a periodof time thereafter. Nonetheless, people are blaming the leader for “buying inferior technology,”an increase in paper jamming, the envelope handling features of the new photocopiers,and so on. The leader needs to get to the root of these concerns quickly.Rather than simply blaming others (e.g., the new supplier), the leader sits down with therepair logs and makes a few telephone calls to assess the problem using this problem-solvingtemplate.What should be happening:What is actually happening:The copiers should operate with very little jamming over longperiods.At least some copiers are jamming more than they should.Is happening Is not Happening What’s unique? Any changes?What?Where?When?How much?Most jammingcomplaints from lowvolumemodelsMost complaints fromfloors 3, 4, 9, 10, 12,and 21; most often 3and 4Few jamming problemswhen new copiersinstalled in JanuaryMost complaints onFridaysVery few jammingcomplaints from highvolumecopiersVery few jammingcomplaints from copierson other floorsProblems start to escalatein MayOther workdaysLow volume models areself-serveMarketing group on floors3 and 4Many unique work processesoccur on FridaysNo changeMarketing moved fromfloors 9 and 10 duringApril and MayNew seasonal workershired in May. New papersupplier in April.Potential Causes and Testing:1. The new seasonal employees were not trained and are jamming the machines.There are new employees throughout the building. Why mainly certain floors? Why mainlyon Friday?2. The new copiers are needing more adjustment with use.Why mainly some floors? Why mainly Friday? Why not the high-volume copiers thathave higher use?3. The copiers are not adjusted for the new paper supplier.Why only certain floors? Why mainly Fridays?4. Marketing group uses the copiers in a unique way on Fridays that jams copiers.Most Probable Cause:4. Marketing group uses the copiers in a unique way on Fridays that jams the copiers.From a few phone calls and visits, the leader found that marketing representatives usuallysend out the week’s Product News to new customers on Fridays. They are using thenew addressable envelopes. For existing customers, these envelopes are addressed onthe high-volume copiers. These new envelopes are being used in more and more partsof the organization, and seem to be the most probable cause of copier jamming.A blank worksheet is provided for your use.SECTION 7 TOOLS FOR PROBLEM SOLVING, DECISION MAKING, AND QUALITY 209