The Problem Solving Memory Jogger: Seven Steps to Improved Processes

by GOAL/QPC

• ISBN13: 9781576810316
• ISBN10: 1576810313
• Format: Paperback
• Copyright: 2000-06-01
• Publisher: Goal Q P C Inc

Summary

The Problem Solving Memory Jogger? is an easy-to-use pocket guide designed to help teams or individuals use a 7-step method to solve organizational problems. This method includes several data analysis and decision-support tools that enable teams and individuals to clearly describe process-related problems, isolate their root causes, create effective solutions, and standardize process improvements so the problem does not occur again. Problem solving is a core skill needed by all employee levels. It enables collaboration for fixing broken processes, improving processes to better serve the customer, or even designing a new process. An indispensable training and performance support resource that will result in improved effectiveness for your problem-solving teams and, ultimately, optimized processes.

Table of Contents

Acknowledgments	iii
How to use The Problem Solving Memory Jogger™	iv
What do the different icons mean?	v
Snapshot of the 7-Step Model	vi
Introduction	ix
Finding & Solving Problems in Your Processes	1	(10)
Problem solving: an overview	1	(1)
Work as a process	2	(1)
What is problem solving?	3	(2)
What is process improvement?	5	(1)
Why are process measures important?	5	(2)
What is good team-based problem solving for process improvement?	7	(1)
Key success factors for problem solving	7	(4)
Using a Systematic Model to Solve Your Problems	11	(8)
What is the power of the Plan-Do-Check-Act Cycle?	11	(3)
What is the 7-Step Model for problem solving?	14	(1)
Why is this problem-solving model better and different from other models?	15	(1)
A quick guide to the 7-Step Model: steps, key tasks, and tools	16	(3)
Implementing the 7-Step Problem-Solving Model	19	(102)
Plan
Step 1. Describe the problem	20	(16)
Step 2. Describe the current process	36	(9)
Step 3. Identify and verify the root cause(s)	45	(17)
Step 4. Develop a solution and action plan	62	(30)
Do
Step 5. Implement the solution	92	(9)
Check
Step 6. Review and evaluate	101	(13)
Act
Step 7. Reflect and act on learnings	114	(7)
Creating a Storyboard	121	(14)
Appendix A: Types of Measures	135	(2)
Appendix B: Advanced Techniques Resource List	137	(3)
Appendix C: Control Charts---Recognizing Sources of Variation	140	(17)
Index	157