Encyclopedia of Leadership

seriously malfunctioning machines, and the adjusted copiers did seem to work better for a peri-

od of time thereafter. Nonetheless, people are blaming the leader for “buying inferior technol-

ogy,” 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 the

repair logs and makes a few telephone calls to assess the problem using this problem-solving

template.

What should be happening: The copiers should operate with very little jamming over long

periods.

What is actually happening: At least some copiers are jamming more than they should.

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 main-
   ly on Friday?


2. The new copiers are needing more adjustment with use.
   Why mainly some floors? Why mainly Friday? Why not the high-volume copiers that
   have 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 usu-
   ally send out the week’s Product Newsto new customers on Fridays. They are using the
   new addressable envelopes. For existing customers, these envelopes are addressed on
   the high-volume copiers. These new envelopes are being used in more and more parts
   of the organization, and seem to be the most probable cause of copier jamming.

A blank worksheet is provided for your use.

SECTION 7 TOOLS FORPROBLEMSOLVING, DECISIONMAKING, ANDQUALITY 209

What?

Where?

When?

How much?

Most jamming

complaints from low-

volume models

Most complaints from

floors 3, 4, 9, 10, 12,

and 21; most often 3

and 4

Few jamming problems

when new copiers

installed in January

Most complaints on

Fridays

Very few jamming

complaints from high-

volume copiers

Very few jamming

complaints from copiers

on other floors

Problems start to escalate

in May

Other workdays

Low volume models are

self-serve

Marketing group on floors

3 and 4

Many unique work pro-

cesses occur on Fridays

No change

Marketing moved from

floors 9 and 10 during

April and May

New seasonal workers

hired in May. New paper

supplier in April.

Is happening Is not Happening What’s unique? Any changes?