Systematic Problem Solving for Sustained Improvements with Quality Tools 

  1. Define
    1. Describe problem and goal statements in Project Charter
      1. Define the problem and goal statements
      2. Assure alignment to key business goals/objectives
      3. Form a team and define roles, authority, resources, responsibilities
      4. Secure approval, if needed
      5. Define process boundaries; possible use of a SIPOC
      6. Identify customers and other key stakeholders and requirements/targets
      7. Develop a project timeline; Gantt chart
  2. Measure
    1. Study the process and its performance
      1. Develop a Data and Information Collection plan to determine what the team needs to understand
      2. Determine baseline measures and quantify performance gap using:
        Brainstorming, Multi-voting consensus, Flowcharts, Use of data check sheets, corrective action forms, process/audit/ customer information, Bar charts, run charts, Pareto charts
  3. Analyze
    1. Determine root causes
      1. Identify and prioritize probable causes using the 5 Why’s, Fishbone and Tree diagrams, Root Cause verification Matrix
      2. Determine most probable causes
      3. Review most probable causes
      4. Generate potential solutions
      5. Establish a rating selection criteria
  4. Improve (and Implement)
    1. Select best alternative solution
      1. Tree diagram
      2. Brainstorming and multi-voting consensus
      3. Affinity diagram
      4. Scatter diagram
      5. Selection matrix
      6. Force field analysis
      7. Interviews/ surveys
    2. Develop Implementation Plan
      1. Develop an implementation project plan including: resources, timeline, document changes,  communication/training, control plan, monitoring/reporting, audits, positive and negative consequences
      2. Pilot or test plan
      3. Collect data to determine solution  effectiveness; verify  the performance gap is closed; revise if needed
  5. Control
    1. Maintain the gains and standardize
      1. Implement the plan
      2. Capture and share lessons learned and evaluate impact
      3. Look for opportunities to replicate and new opportunities
    2. Project Close out
      1. Close out project charter

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