In control? Out of control? What’s the point? If a process is in control, the outcomes of the process can be accurately predicted. In an out of control process, there is no way of predicting whether the results will meet the target. An out of control process is like driving a bus in which the brakes may or may not work and you have no way of knowing! If a process is out of control, the next step is to look for the assignable causes for the process output, to look for the out-of-controlness. If this out-of-controlness is considered negative, such as patients waiting hours to see a doctor, the reasons for it are investigated and attempts are made to eliminate it. The process is continuously analyzed to see if the changes work to get the process back in control. On the other hand, sometimes the out-of-control outcomes are positive, such as patient wait time in the immediate care facility is abnormally short – immediate service! Then the assignable cause is sought and attempts are made to implement it at all times. If successful, the average wait time is lowered and a new phase of the process is begun. A new set of capabilities and control limits is then calculated for this phase.
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