Key to the success of quality implementation is the understandingteam members have of the process and the tools to be used. Continual Improvement in Government: Tools and Methods was designed to provide users with a complete description and practical examples of these tools and viable techniques that will benefit teams. This book examines the four most popular tools: flowcharting; cause and effect diagrams; Pareto charts; and histograms-and shows how to apply them in the public service sector.
To improve processes requires effective decision-making and effective decision-making begins with accurate data. Koehler and Pankowski dispel the myths and fears of data collection and analysis. In a step-by-step approach, they lead you through the very heart of Quality Management...DATA. Continual Improvement in Government: Tools and Methods provides an understandable format that explains the importance of data, the differences in the quality of data, why it is collected, and how it is used.
Introduction Benchmarking Brainstorming Cause and Effect Diagrams Check Sheets Control Charts Customer Surveys Deming Cycle (Plan, Do, Check, Act) Flowcharts Force Field Analysis Histograms Introducing Change Management Presentations Milestone Charts Nominal Group Technique Pareto Charts Pie Charts Priority Selection Worksheets Run Charts Scatter Diagrams Solutions Strategies Time Management World Wide Web