In order to improve and control quality, the underlying problem must be diagnosed. I loved the "scrapping burnt toast" analogy. I see this all the time in my office. The doctor I work for is always trying to adjust our policies based on the outlier. If one thing goes bad they automatically assume that something needs to change, rather then just dealing with that particular problem, and then going back to the original plan.
You wanna come teach my doc a few things?
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