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.
It's a wonderful story for teaching kids about self-confidence. But from a quality and customer service viewpoint, it's a horror story: if your business depends on taking the load up the hill, you want to know you can do it.
That's where capability analysis comes in.