130 Complaint Management Excellence Eastman Chemical root-cause analysis At Eastman Chemical a root-cause analysis training course was developed and, in the first year alone, rolled out more than 300 people, representing every Eastman site worldwide. Additionally, `complaint reduction through defect prevention' was made a corporate initiative. This was backed up by considerable management support and extensive measurement to allow progress to be monitored in terms of the number of complaints per million shipments. This measure was adopted by each site. The established goal was to cut the number of complaints by half over a three-year period through defect prevention. Training covered the following key concepts: A structured logic tree process used to identify and verify hypotheses with data. It is important to go beyond human error and causes. The processes, systems, and the latent or organizational causes must