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| uses bars to represent the frequency of occurence |
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| a systematic procedure that measures a firm processes sercives and products against those of industry leaders. |
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| allowing a group of people that is knowlegeable about the process propose ideas by saying whatever comes to mind |
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| a diagram that relates a key performance problem to its potential causes. the problem is the head an the potential causes is the fish ribs... aka fish bone diagram |
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| a form used to ducument the frequency of events |
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| a group of knowledgeable team oriented individuals who work at one or more steps in the process do th eprocess analyis and make the necessary changes |
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| a diagra that traces the flow of information customers etc through the steps of a process |
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| a summarization of data measured on a continuos scale |
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| performance measures that are established for a process and the steps within it |
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| a bar chart that factors also the decreasing order of frequency along the horizontal axis and realtes it to percentages on the right vertical axis. |
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| the documentation and detailed understanding of how work is performed and how it can be redesigned. |
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| an organized way of documenting all the acticities performed by a person or group of people ata workstation with a customer or onmaterials |
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| the act of reproducing the behavior of a process using a model that describes each step. |
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| a plot of two variables showing whether or not they are related |
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| a special flowchart of a service process that shows which steps have high customer contact (line of visibility) |
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| a voluntary system by which employees submit thier their ideas on process improvements |
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| representation of data in a variety of pictorial forms such as line charts and pie graphs |
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planning: identify process to be benckmarked
analysis: determine gap between frim and other firms
integration: establish goals and the support of the goals
action: develop corss functional teams, develop action plans , implement the action plans. |
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