Remember The Little Engine That Could, the children’s story about self-confidence in the face of huge challenges? In it, a train engine keeps telling itself, “I think I can” while carrying a very heavy load up a big mountain. Next thing you know, the little engine has done it, but until that moment, the outcome was uncertain.
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It’s a wonderful story for teaching kids about self-confidence. From a quality and customer service viewpoint, however, it’s a horror story: If your business depends on taking the load up the hill, you want to know you can do it.
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That’s where capability analysis comes in. When customers ask if you’re able to meet their requirements, process capability analysis lets you reply, “I know we can.”
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