Problem Solving For Results

Table of contents

1. Cover
2. Half Title
3. Title
4. Copyright
5. Dedication
6. Table of Contents
7. Preface
8. Authors
9. 1 Creating the Right Culture
   1. The Challenge
   2. The Right Reward System
   3. Beginning with the Basics
   4. How Do We Get There?
   5. Onward and Upward
10. 2 Shaping the Right Attitude, Perspective, and Vehicle
    1. The Right Attitude for Change
    2. Interactive Is the Future
    3. The Right Perspective for Change
    4. The Right Vehicle for Change
    5. Once Again, Who’s in Charge?
    6. The Next Step
11. 3 Picking the Right Techniques and Tools
    1. Techniques/Tools for Individuals
    2. General Group Techniques
    3. Systems-Oriented Group Tools and Techniques
    4. Tools for Measuring Productivity
    5. Putting It All Together
12. 4 Mapping the Right Approach
    1. On the Right Track with Just a Few Adjustments
    2. The Best Model from a Macro Perspective
    3. Into the Trenches
    4. Corporate-Wide Versus Individual Facility
    5. And That’s It!
13. 5 Overview of the Quality Journey Problem-Solving Process Model
    1. Introduction
    2. Understanding the Problem
    3. Step 1: Create the Charter
    4. Step 2: Survey the Customers and Stakeholders
    5. Step 3: Select the Issue
    6. Step 4: Define and Diagram the Process in Order to Understand Current Circumstances
    7. Step 5: Establish the Process Performance Measures and Targets
    8. Step 6: Diagram the Causes and Effects
    9. Step 7: Collect Data on Causes
    10. Step 8: Analyze Data
    11. Step 9: Develop and Test Possible Solutions
    12. Step 10: Standardize the Process
14. 6 Integrated Case Study: Jim's Appliance Warehouse Savings
    1. The Company
    2. Changing Conditions
    3. Quality Comes to Jaws
    4. Establishing a Strategy
    5. The Balanced Scorecard
    6. Setting Priorities
    7. Implementation
    8. Initial Training
    9. Dade Service Department
    10. The Ten-Step Quality Journey Begins
15. Bibliography
16. Index