Problem Solving Memory Jogger™ 2nd edition 07 Steps to Improved Processes 2 The Problem Solving Memory Jogger™ Second Edition Seven Steps to Improved Processes © 2011 by GOAL/QPC. All rights reserved. Reproduction of any part of this publication without the written permission of GOAL/QPC is prohibited. Development Team Michael Brassard, Author Carolyn Field, Author/Production Fran Oddo, Author/Editor/Production Bob Page, Author Diane Ritter, Author Larry Smith, Author Dan Picard, Editor/Production Janet MacCausland, Designer Susan Griebel, Project Leader GOAL/QPC 3 12 Manor Parkway, Salem, NH 03079 Toll free: 800.643.4316 or 603.893.1944 Fax: 603.870.9122
[email protected] MemoryJogger.org ISBN: 978-1-57681-135-1 Printed in the United States of America | Second Edition 10 9 8 7 6 5 4 3 2 1 4 Acknowledgments A special thank you to Lisa Boisvert, this second edition’s contributing author from Business Centered Learning™ www.bclearning.com. We extend our sincere thanks to the following people for their insights, suggestions, and encouragement throughout the development of this book. Concept and Content Reviewers Linda Antonie American Airlines Charles F. Boudreau Quality Dimensions, Inc. Jeff Bienkowski Oxzigen Lisa Boisvert Business Centered Learning, LLC Doug Daetz Hewlett-Packard Co. Pamela Dunham GE Aircraft Engines Alan H. Field 5 MicroTouch Systems, Inc. Nicolas P. Governale Governale & Associates Leigh Anne Griffin PacifiCare Lorin House PacifiCare Francis Kim Medtronic, Inc. Peggy McGibney First Data Merchant Services Weston Milliken CUE Consulting Linda Phillips Honeywell Electronic Materials Sumathi Ravindra Raj Global Quality & Engineering Consulting Aleta Richards Bayer Corporation Lynne Rosiak PacifiCare Larry Smith 6 Ford Motor Company Luby Weaver North Carolina Community College System John B. Wright Lifetime Learning, Inc. 7 How to Use The Problem Solving Memory Jogger The Problem Solving Memory Jogger Second Edition is designed for you to use on the job or in the classroom. This book uses a problem-solving model based upon a variety of data and knowledge-based tools. The emphasis of this model is on root cause analysis and innovative solutions. Use this book as part of a self-study program or as a reference before, during, and after training to learn the concepts, methods, and basic tools for effective problem solving. Each step in The Problem Solving Memory Jogger details the key concepts and the practical skills that you should master. The book also highlights a case example that demonstrates how the tools are used in each step in the process. You’ll also find page references to supporting books that include step-by-step details on tool construction and the team process. The shorthand references in this text are: 8 What do the different positions of runners mean? Getting Ready—An important first step is to select the right tool for the situation. When you see the “getting ready” position of the runner, expect a brief description of the tool’s purpose and a list of benefits in using the tool. Cruising—When you see this runner, expect to find construction guidelines and interpretation tips. This is the action phase that provides you with stepby-step instructions and helpful formulas. Finishing the Course—When you see this runner, ex