The author covers fourteen tools to help you find the information
you need and offers step-by-step instructions for constructing each
one. He shows you how these tools can be combined with a set of
simple problem-solving steps that can act as a powerful change
agent to help reduce or eliminate process problems. Five-Step
Problem-Solving Process Identify the problem: Clearly state what
needs improvement. Analyze: Determine what causes the problem to
occur. Evaluate Alternatives: Identify and select actions to reduce
or eliminate the problem. Test Implement: Implement these actions
on a trial basis to determine their effectiveness. Standardize:
Ensure that useful actions are preserved.
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