Business Process Management has helped thousands of leaders and BPM practitioners successfully implement BPM projects, enabling them to add impactful and measurable value to their organizations. The book covers all major frameworks, including LEAN and Six Sigma, and offers a unique emphasis on BPM’s interrelationship with organizational management, culture, and leadership. Its common-sense approach teaches how BPM must be well-integrated across an entire business if it is to be successful, augmented and aligned with other management disciplines.

This thoroughly revised and updated fifth edition includes:

• Discussion of the impact of the COVID-19 Pandemic on business operations, business transformation, remote working, and new processes.
• New and revised content on sustainable processes in BPM.
• Expanded material on process automation and new technologies, including AI.
• New and revised international case studies and practical examples.
• A streamlined layout, as well as new questions and thought-provoking comments to promote discussion and thinking.

Business Process Management is an accessible core text for advanced undergraduate and postgraduate students studying Business Process Management, Operations, Production, and Strategic Management, as well as an indispensable guide to any senior business executive or chief financial officer.

The work is complemented by online resources to support instructors and learning, including PowerPoint slides for each chapter.

The delivery of real bottom-line results from manufacturing improvements has proven to be much harder than expected for most companies. TQM, Zero-Defect Manufacturing, and Business Process Re-engineering have dropped off the landscape for taking much too long and failing to deliver the promised results. Lean Six Sigma is now experiencing the same fundamental difficulty. Delineating a quantitative approach, Lean Manufacturing: Business Bottom-Line Based shows you how to revitalize Lean Six Sigma by aligning it with your business' bottom line and thus delivering results that your executives, business leaders, and customers expect. Written by an expert who has transformed product design and manufacturing at companies ranging from Maytag and Visteon to General Electric, the book demonstrates that an awareness of manufacturing business metrics is absolutely essential for every lean manufacturing practitioner. The author has seen first-hand the limitation of traditional lean manufacturing driven by business bottom lines. He outlines case studies linking world events and manufacturing efficiency and presents lean manufacturing strategies and techniques designed to accelerate responses to current and future events on the floors of the world's manufacturing facilities. Typically, advice on lean manufacturing comes in the form of techniques regarding a particular tool or tool-box, yet the factory floor, like everything in the global community, is profoundly driven by business bottom lines. This book presents a systematic approach to improve business bottom lines through identifying and eliminating waste, and adding value and fulfillment by flowing the product at the demand of the customer.

The fashion industry is a multibillion-dollar global industry with a variety of organizational structures and a multitude of challenges. Such scope triggered the recent rise in management programs in the U.S. and Europe aiming to produce and train young managers to meet such global and diverse challenges. Managing Fashion covers the fashion business with a twist - a management twist. Its goal is to tackle the topics from a fashion manager perspective referencing relevant management concepts and theories, thus offering a deeper and more practical dimension to the issues addressed. It offers a balanced mix of fashion and management, theory and application, as well as creating an opportunity for analysis and critical thinking. Discussions throughout the book are supported by specially developed case studies and relevant examples taken from the fashion industry. It is an opportunity to expose the fashion student or reader, as well as aspiring fashion managers, to a more practical approach to fashion theories and issues. Managing Fashion will serve as a core text for Fashion Studies, Fashion Entrepreneurship, and Fashion Merchandising majors as well as for special business degrees and management certificates targeting the fashion industry.

In the past, when goods and services were simpler, measurement of quality was self-evident. As business became more complicated, so too did the implementation of quality management and our ability to measure it. Ultimately, the practice of quality strayed from being a business practice to become much more of an engineering discipline producing plenty of data, but little actual improvement.

In Quality Management: Theory and Application, highly respected quality management specialist Peter Mauch shows you how to set up a Quality Management System (QMS) that will stay aligned with your business goals. Using examples from actual situations that can be readily applied in any industrial situation, these pages will show you how to:

• Plan for quality by setting objectives and metrics, and creating effective flexible blueprints, and procedures
• Get staff involved by understanding how to motivate and train them
• Establish responsibility and accountability across your entire organization
• Create the right reporting mechanisms and learn how to analyze them
• Understand the value and particulars of certification

QMS is a performance-reporting system designed to accumulate and report data useful for the achievement of management's objectives. Combining the technical aspects of quality engineering with successful business management practices, this book will teach you that quality is an ongoing practice, and that it must be implemented throughout an organization rather than stand as the responsibility of one department. Ultimately, through this system, you will align individual departments to continuously maximize quality throughout your entire organization.

Projects are inherently risky, since they involve some level of uncertainty, doing something new in the target environment, but the percentage of projects seen as a success is still disappointingly low, especially for IT projects. The 'Iron Triangle' of time/cost/quality suggests that all three aspects are equal, but with quantitative methods for monitoring project performance, the focus is primarily on managing cost and time. This book seeks to redress the balance, explaining the rationale and benefits of focusing more on quality (fitness for purpose and conformance to requirements) before detailing a range of tools and techniques to support rebalancing the management of projects, programmes and portfolios. It shows how managing project quality actively can reduce costs through minimising wastage, and reduce delays through avoiding rework, leading to improved project success rates and customer satisfaction.

Although Lean and Six Sigma appear to be quite different, when used together they have shown to deliver unprecedented improvements to quality and profitability. The Lean Six Sigma Black Belt Handbook: Tools and Methods for Process Acceleration explains how to integrate these seemingly dissimilar approaches to increase production speed while decreasing variations and costs in your organization.
Presenting problem-solving tools you can use to immediately determine the sources of the problems in your organization, the book is based on a recent survey that analyzed Six Sigma tools to determine which are the most beneficial. Although it focuses on the most commonly used tools, it also includes coverage of those used a minimum of two times on every five Six Sigma projects.
Filled with diagrams of the tools you ll need, the book supplies a comprehensive framework to help you for organize and process the vast amount of information currently available about Lean, quality management, and continuous improvement process applications. It begins with an overview of Six Sigma, followed by little-known tips for using Lean Six Sigma (LSS) effectively. It examines the LSS quality system, its supporting organization, and the different roles involved.
Identifying the theories required to support a contemporary Lean system, the book describes the new skills and technologies that you need to master to be certified at the Lean Six Sigma Black Belt (LSSBB) level. It also covers the advanced non-statistical and statistical tools that are new to the LSSBB body of knowledge.
Presenting time-tested insights of a distinguished group of authors, the book provides the understanding required to select the solutions that best fit your organization's aim and culture. It also includes exercises, worksheets, and templates you can easily customize to create your own handbook for continuous process improvement.
Designed to make the methodologies you choose easy to follow, the book will help Black Belts and Senseis better engage their employees, as well as provide an integrated and visual process management structure for reporting and sustaining continuous improvement breakthroughs and initiatives.
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Negotiation is an essential skill for all those operating commercially on behalf of their organisations. The ability to negotiate quotations, tenders, proposals, internal and external stakeholders, licensing agreements and so on, could form a critical part of any employee's role, be it on the buy or supply side. The Negotiation Handbook is a useful guide for all those wanting to understand how to apply tools and techniques to the negotiation process. This handbook has been subdivided into seven key sections, each representing a key phase in the negotiation process. The models and concepts are presented so that both a pictorial and explanatory commentary is available to the reader. This practical handbook supports all those working in a commercial capacity, so that they may apply commonly used tools and techniques and gain maximum benefit on behalf of their employers.

From TQM to Six Sigma and the Balanced Scorecard, there appears to be no end to the 'revolutionary' approaches proposed to improve business performance. However, on closer inspection, most new performance improvement approaches offer few differences from their predecessors. This thought-provoking book provides a critical perspective on the management of performance improvement initiatives by relating major theories to practical examples from a wide range of organizations. Baxter and MacLeod analyze ideas on performance improvement and discuss how these concepts might not make any impact on organizations, using cases as diverse as telecommunications, cement manufacturing, a major airport, and an economic development organization. In their critique of popular performance improvement 'innovations', the authors highlight the possible damage to organizations they can cause. In response to prevailing performance improvement practices, the authors put forth the concept of repair as a way to rescue these efforts. Working from the authors' extensive research, they present alternative perspectives on improvement that shifts forward the stagnant debates on these processes. Offering a needed alternative perspective and real insights into the process of implementing performance improvements, this book will prove invaluable to advanced students and MBAs studying quality, performance improvement, operations management, and HRM.

This hands-on book presents a complete understanding of Six Sigma and Lean Six Sigma through data analysis and statistical concepts

In today's business world, Six Sigma, or Lean Six Sigma, is a crucial tool utilized by companies to improve customer satisfaction, increase profitability, and enhance productivity. Practitioner's Guide to Statistics and Lean Six Sigma for Process Improvements provides a balanced approach to quantitative and qualitative statistics using Six Sigma and Lean Six Sigma methodologies.

Emphasizing applications and the implementation of data analyses as they relate to this strategy for business management, this book introduces readers to the concepts and techniques for solving problems and improving managerial processes using Six Sigma and Lean Six Sigma. Written by knowledgeable professionals working in the field today, the book offers thorough coverage of the statistical topics related to effective Six Sigma and Lean Six Sigma practices, including:

Discrete random variables and continuous random variables

Sampling distributions

Estimation and hypothesis tests

Chi-square tests

Analysis of variance

Linear and multiple regression

Measurement analysis

Survey methods and sampling techniques

The authors provide numerous opportunities for readers to test their understanding of the presented material, as the real data sets, which are incorporated into the treatment of each topic, can be easily worked with using Microsoft Office Excel(R), Minitab(R), MindPro(R), or Oracle's Crystal Ball(R) software packages. Examples of successful, complete Six Sigma and Lean Six Sigma projects are supplied in many chapters along with extensive exercises that range in level of complexity. The book is accompanied by an extensive FTP site that features manuals for working with the discussed software packages along with additional exercises and data sets. In addition, numerous screenshots and figures guide readers through the functional and visual methods of learning Six Sigma and Lean Six Sigma.

Practitioner's Guide to Statistics and Lean Six Sigma for Process Improvements is an excellent book for courses on Six Sigma and statistical quality control at the upper-undergraduate and graduate levels. It is also a valuable reference for professionals in the fields of engineering, business, physics, management, and finance.

Most books on Supply Chain Management simply focus on how to move materials and key resources throughout an industrial enterprise. Reinventing Lean shows how SCM can be made "Lean," leading to much more reliable, cost-effective and competitive Supply Chain Management" (SCM). In this book, the reader will find a collection of management tools that will help to implement Lean principles, and to understand the components of an integrated Supply Chain Management system. Moreover, the book will show that to make Lean SCM effective, both the functional management tools as well as an enterprise-wide cultural readiness are needed in order to lay the groundwork for a World Class Lean Supply Chain.
Reinventing Lean will carefully lead engineers and manufacturing managers on how to adopt a cutting-edge Lean Supply Chain strategy. The book will lay out various proven approaches to incorporating Lean and SCM practices, by focusing on the ways in which SCM relates to materials, money, and information movement within the manufacturing environment. And because Reinventing Lean recognizes that a successful Lean SCM system cannot be achieved unless an organization supports team integration and the willingness to adapt to change, it provides not only the technical tools but also methods for changing company cultural factors that can make it all come together for a successful operation.
* Industrial engineers and plant managers, with strong backgrounds in SCM, will learn how lean management principles can be utilized to make their organizations leaner, more efficient, and more competitive
* Readers will find out how to lay out various approaches to incorporating Lean and SCM practices
*Readers can learn how to customize a cutting-edge Lean Supply Chain strategy which will give a distinct advantage over the competition

This book introduces fundamental, advanced, and future-oriented scientific quality management methods for the engineering and manufacturing industries. It presents new knowledge and experiences in the manufacturing industry with real world case studies. It introduces Quality 4.0 with Industry 4.0, including quality engineering tools for software quality and offers lean quality management methods for lean manufacturing. It also bridges the gap between quality management and quality engineering, and offers a scientific methodology for problem solving and prevention. The methods, techniques, templates, and processes introduced in this book can be utilized in various areas in industry, from product engineering to manufacturing and shop floor management. This book will be of interest to manufacturing industry leaders and managers, who do not require in-depth engineering knowledge. It will also be helpful to engineers in design and suppliers in management and manufacturing, all who have daily concerns with project and quality management. Students in business and engineering programs may also find this book useful as they prepare for careers in the engineering and manufacturing industries. Presents new knowledge and experiences in the manufacturing industry with real world case studies Introduces quality engineering methods for software development Introduces Quality 4.0 with Industry 4.0 Offers lean quality management methods for lean manufacturing Bridges the gap between quality management methods and quality engineering Provides scientific methodology for product planning, problem solving and prevention management Includes forms, templates, and tools that can be used conveniently in the field

This book shows how to consistently obtain annual and multiannual manufacturing target profit regardless of the evolution of sales volumes, increasing or decreasing, using the Manufacturing Cost Policy Deployment (MCPD) system. Managers and practitioners within the manufacturing companies will discover a practical approach within the MCPD system that will help them develop and support their long-term, medium-term, and short-term profitability and productivity strategy. The book presents both the basic concepts of MCPD and the key elements of transforming manufacturing companies through MCPD system, as well as supporting the consistent growth of external and internal profit by directing all systematic and systemic improvements based on meeting the annual and multiannual Manufacturing Cost Improvement (MCI) targets and means for each Product-Family Cost (PFC). This book is unique because it presents two types of systematic and systemic improvement projects for MCI that have been applied over the years in various multinational manufacturing companies operating in highly competitive markets, in order to address the consistent reduction of unit manufacturing costs by improving the Cost of Losses and Waste (CLW). Readers will discover the practical approach of MCI based on a structured approach to MCPD system beyond the traditional approach to manufacturing improvements based mainly on improved time and quality. Therefore, from the perspective of the MCPD system, the multiannual manufacturing target profits are met while the annual and multiannual manufacturing target costs are a predetermined stake and not a result of the improvements already made.

Provides the foundation and tools that are essential for an enterprise to bring Operational Excellence into their organizational culture; gain maximum results, benefits and value Strategies for and implementing details for enterprises at all levels of maturity from those with programs in place to those looking to improve safety, health, environment performance as well as the efficiency and effectiveness of their operations Includes topics from concept to sustainability satisfying knowledge requirements of all levels in the organization Defines program objectives; develops improvement strategies; identifies and prioritizes improvement opportunities; implements improvement plans; monitors, continuously improves and sustains results Applicable to a broad variety of operating enterprises, academic institutions and third party implementing organizations

Praise for DRIVING EXCELLENCE

"A well-organized compendium of immense common sense. [The authors'] values-based, walk-the-talk approach recognizes the fast-changing environment we live in. It shows the importance of aggregating and integrating knowledge and experience on a continuing basis. Finally, it demonstrates the significance of creating a culture that reinforces those values and takes pride in thriving on the complexity."
--John E. Abele, founder and Director, Boston Scientific Corporation

"The Aggregate System is a powerful blend of strategic formula, exceptional culture, and human systems combined into a complete self-perpetuating system to produce exceptional performance. Anyone interested in improving the performance of his or her company should read this book."
--Jerry Colangelo, CEO and Chairman, Phoenix Suns

"This is not another 'silver bullet' piece of academic advice on how to do a quick fix to some imaginary business. Driving Excellence is a serious and detailed insight into how a real CEO, Steve Sanghi, has transformed a real company, Microchip, into a world-class enterprise. Anyone interested in understanding the realities of implementing and sustaining an enterprise-wide constant improvement plan should read this book."
--Dean Kamen, founder and President, DEKA Research & Development Corporation, inventor of the Segway HT, National Inventors Hall of Fame inductee

"Driving Excellence is the first book to deal with the integration of all the core elements that are essential to running a business. It should be required reading for all executives and venture firms looking to boost return on invested capital and add some consistency to theirgrowth. High praise is due to Michael Jones and Steve Sanghi for developing a blueprint that works in the real world."
--Ed Sperling, Editor in Chief, Electronic News

"This book provides a nicely developed framework to understand organizational effectiveness and performance, drawing upon Sanghi's managerial skills, perfected in his significant turnaround performance at Microchip. Importantly, the reader benefits from insight and experience about building an organizational culture productive to performance and competitiveness."
--Steven Stralser, PhD, author of MBA in a Day

This text has been written for managers in higher education as well as for headteachers and deputy heads in the school sector.;"Total quality management" (TQM) is a philosophy and a methodology that is widely used in business, and increasingly in education, to manage change or other processes. With the pressure for change and quality in education never more acute, this book provides an opportunity for readers in education to acquaint themselves with TQM.;Revised and updated, this edition introduces the key concepts of TQM in the education context. It discusses organizational, leadership and teamwork issues and the tools and techniques of TQM. This text should help educators develop a framework for quality management in their school, college, department or university.

Following in the tradition of its Shingo Prize-winning predecessors, Lean Production Simplified, Third Edition gives a clear overview of the structure and tools of the Lean production system. Written for the practitioner by a practitioner, it delivers a comprehensive insider's view of Lean management. The author helps readers grasp the system as a whole, as well as the factors that animate it, by organizing the book around an image of a house of Lean production. Illustrating the eight kinds of waste, this updated edition of a bestseller: Describes the craft and mass production systems that preceded Lean production-including the contributions of Frederick Winslow Taylor and Henry Ford Explains the concepts of visual management, Five S, and Total Productive Maintenance Addresses just-in-time delivery of parts and products Examines the jidoka principle Covers the nervous system of Lean management, hoshin planning Illustrates the culture of Lean management This edition deepens and extends the previous edition with case studies on Lean outside the factory-in settings such as health care, IT, finance, design, engineering, and beyond. The case studies are based on personal experience of actual work in organizations generating real results. Lean Production Simplified, Third Edition covers each of the components of Lean within the context of the Lean production system. The author's straightforward common sense approach makes this book an easily accessible, on-the-floor resource for every team member. Watch Shingo Prize-winning author Pascal Dennis discuss Lean Production Simplified, Third Edition https://youtu.be/YD030vOb8KM

Revised and fully, ISO 9001:2015 Audit Procedures describes the methods for completing management reviews and quality audits and describes the changes made to the standards for 2015 and how they are likely to impact on your own audit procedures. Now in its fourth edition, this text includes essential material on process models, generic processes and detailed coverage of auditor questionnaires. Part II includes a series of useful checklists to assist auditors in compiling their own systems and individual audit check sheets. The whole text is also supported with a glossary of terms as well as explanations of acronyms and abbreviations used in quality. ISO 9001:2015 Audit Procedures is for auditors of small businesses looking to complete a quality audit review for the 2015 standards. This book will also prove invaluable to all professional auditors completing internal, external and third party audits.

A research network has examined how quality management is implemented in small and medium sized enterprises (SMEs) in Europe and what the consequences are for the qualification needs of employees. The research has taken place within the framework of the Leonardo da Vinci programme, which is an action programme of the European Commission DG XXII - Education Training and Youth. This book presents conclusions including three parts: "Results" deriving from the sector studies - specialised "Scientific contributions" of network partners - "Action-oriented dialogue" documenting comments of key actors in vocational training from the participating countries. Special objectives are: Support of quality-oriented development of SMEs and their staff; Support of quality-oriented development of vocational education and training; Support of implementation requirements including regional aspects.

A research network has examined how quality management is implemented in small and medium sized enterprises (SMEs) in Germany, Finland, Greece, Ireland, Portugal, Sweden and the United Kingdom. The research has taken place within the framework of the Leonoardo Da Vinci pogramme. Managers of SMEs in the metalworking and food processing industries were asked what the consequences of the implementation of quality management were for the qualification needs of employees. This book presents the survey results as two sector studies. Analysed are competitive and specialisation tendencies of the sectors and company concepts of "Quality" and "Personnel" including current profiles of quality-related skill demands on staff as well as current training areas in the companies. Special objectives are: Anticipation of qualification needs for preventive vocational training strategies; Documentation of good practice and typical barriers as support for practitioners within SMEs and training bodies.

The implementation of quality management can be seen as a sequence of projects and evolves as a result of how projects are planned, executed and closed. This book explores quality management from a project management perspective, based on the author's long experience of teaching and practicing, including the implementation and operation of quality management systems within various types of organisations. The author explores the origins of quality management as a discipline, it's appearance in the present form and how quality management can be implemented and applied in all kinds of organisations to achieve stability and better results. The basic principles of quality management and the ISO9001 quality management standard are discussed and explained from a broad perspective, with illustrative examples from different types of organisations. Quality Management offers a global, accessible guide for undergraduate and postgraduate university students. Written clearly and with illustrative examples, it will also appeal to all those interested in project management and quality management and wishing to expand their knowledge base.

PRAISE FOR Balanced Scorecard Step-By-Step: Maximizing Performance and Maintaining Results

second edition

"As a practitioner and thought leader, Paul Niven is superbly bridging the gulf between BSC theory and application through hands-on experiences and real-world case studies. The book provides a practical road map, step-by-step, to plan, execute, and sustain a winning scorecard campaign. Easy to read . . . tells a powerful story with lessons learned/best practices from global customer implementations. Must-read for anyone interested in BSC or grappling with how to create a strategically aligned organization."
--Vik Torpunuri, President and CEO, e2e Analytix

"In Balanced Scorecard Step-by-Step, Second Edition, Paul Niven provides an intuitive and incredibly effective blueprint for transitioning strategic ambition to execution. Paul's pragmatic approach provides leaders with a tool for managing a company's journey from strategic ideas to world-class performance. The Balanced Scorecard is a masterful tool for guiding companies through transformation, and I speak from personal experience when I say Paul's blueprint works! It is the most effective guide I have seen. Balanced Scorecard Step-by-Step will serve any leader well if their ambition is to efficiently engage their teams in achieving a set of strategic goals."
--Allan A. MacDonald, Vice President, Sales and Customer Solutions Bell Canada National Markets

"Paul Niven has done it again!!! With this book, he has further operationalized the enlightened Balanced Scorecard concept into a fully functional system that optimizes business execution and performance!"
--Barton Johnson, President, Financial FreedomSenior Funding Corporation, The Reverse Mortgage Specialist

Selecting the Right Manufacturing Improvement Tools offers an easy-to-read and comprehensive review of the most important current industrial improvement tools that every manufacturing or industrial executive, operational manager or engineer needs to know, including which tool to use for a particular type of manufacturing situation.
But his book goes beyond a simple comparison of improvement tools to show how these tools can be implemented and supported. Instead, it offers a broader strategic explanation of how they relate to one another, and their relative strengths and weaknesses in the larger context of the entire enterprise. It demonstrates how to use these tools in an integrated way such that they are not just be viewed as another "program of the month" or management fad. Selecting the Right Manufacturing Improvement Tools guides the use of these individual management tools within the need for aligning the organization, developing leadership, and managing change, all for creating an environment where these tools will be more successfully applied.
- Provides an excellent review of the most popular improvement tools and strategies - Lean Manufacturing, Kaizen, including 5S, Kanban, Quick Changeover, and Standardization, Total Productive Maintenance, Six Sigma, Supply Chain Management, Reliability Centered Maintenance, Predictive Maintenance (or Condition Monitoring), and Root Cause Analysis.
- Illustrates the use of each tool with case studies, using a fictitious company called "Beta International," which continues its journey to business excellence from author's previous book, Making Common Sense Common Practice
- Describes the foundational elements necessary for anytool to work - leadership, organizational alignment and discipline, teamwork, performance measurement, change management, and the role of innovation.
- Concludes with a recommended hierarchy for the use of the various tools, and provides enough information so that individual circumstances and issues can be related to these improvement tools, making better decisions and having greater business success.

Do you remember the first time you drove a car? To prepare for this you probably read the drivers manual, watched movies, practiced in your driveway, and endlessly discussed the impending event with your friends. The result - you knew a lot about the theory of driving, you just didn't know how to translate that theory into practice. Quality Management poses a similar problem to many organizations.
The time has come to put Quality Management theory to use. Since the early 1980s, you may have read books and journals, attended seminars and training sessions, or watched films and videos about Quality Management. Once again you must make the jump from theory to application. Quality Management Systems: A Practical Guide for Improvement makes it possible.
This book presents a model of Quality Management that combines the theoretical base of Dr. W. Edwards Deming and the practical techniques of the Japanese into a useful application. The fork shaped model includes:
oThe Handle - Management's Commitment to Transformation
oThe Neck - Management's Education
oProng One - Daily Management
oProng Two - Cross-Functional Management
oProng Three - Policy Management
Quality Management Systems: A Practical Guide for Improvement supplies an integrated approach that explains the theory and how to put it into practice using a step-by-step method.

In this era of global competition, the demands of customers are growing, and the quest for quality has never been more urgent. Quality has evolved from a concept into a strategy for long-term viability. The third edition of Principles of Total Quality explains this strategy for both the service and manufacturing sectors. This edition addresses the theme of reliability against the backdrop of increasing litigation in the area of product performance. New chapters also introduce and provide a historical perspective for Six Sigma, and discuss practical applications of the concepts of service excellence within healthcare organizations. The book also expands its analysis of management of process quality, customer focus and satisfaction, organizing for TQM, control charts for variables, and quality function deployment.