Why, Why, Why, Why, Why

I agree with Craig Cochran that complex problems are difficult to solve or tackle using the 5 Whys method (“Don’t Fail Your Customers With the Five Whys,” February 2009). Companies and consultants have a tendency to want to use the 5 Whys method as a pill for all illnesses.

Another problem with the 5 Whys method is that by the time you get to the fifth why, the root cause of a problem inevitably ends up being something along the lines of “the employee causing the error is not motivated.”

A Different Side to Risk Management

s a result of the ongoing credit crisis, senior managers in financial services firms are reassessing their risk management processes. This is leading to a greater emphasis on enterprise risk management (ERM) or firmwide risk management, according to “The Bigger Picture: Enterprise Risk Management in Financial Services Organisations,” an Economist Intelligence Unit survey and report sponsored by SAS Institute Inc.

Harrington in Living Color

Regarding H. James Harrington’s video interview with Dirk Dusharme (“Profiles in Quality: Jim Harrington--Episode 2,” www.qualitydigest.com/inside/standards-video/profiles-quality-jim-harrington-episode-2.html): Harrington is highly recognized in the quality management society of China and has made significant contributions to Chinese quality management progress.

In the world of nationwide retail, margins are tight, timing is essential, and inventory management will make or break a company’s success. Third-party logistics (3PL) providers work with major retailers and provide a broad range of fulfillment services. They make the complex process of delivering goods through the entire distribution process as efficient and cost-effective as possible.