Improving Processes & Services

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OverviewTools & TechniquesCustomer ServiceLeading the Project

Process Tools
bullet Brainstorming
bullet Option Rating & Ranking
bullet Cause & Effect Analysis
bullet Process Flow Charting
bullet Mind Mapping
bullet Pareto 80/20 Rule
bullet Force Field Analysis
bullet Milestone & Gantt Charts

Data Handling
bullet Checklists
bullet Concentration Diagrams
bullet Histograms
bullet Pie Charts
bullet Run Charts
bullet Scatter Diagrams

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Lindsay Sherwin

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Tools & Techniques

Improving processes and services is most successful when it is carried out by project teams of people familiar with the work using a structured problem solving approach.

This section covers the main tools and techniques used in structured problem solving - use of the core ones being illustrated in the case study in the Overview section - together with the main data handling and analysis tools.

Tools & Techniques

Data Handling Tools