What is the purpose of As-Is analysis in process improvement?
To objectively understand how the process currently works using qualitative and quantitative tools.
Why use both qualitative and quantitative tools in As-Is analysis?
To capture contextual insights and measurable patterns for a complete picture.
What resource provides pocket-sized guides to improvement tools?
The Memory Jogger by GOAL/QPC.
What is an affinity diagram?
A facilitated group method to cluster ideas/themes to understand the As-Is process.
When is an affinity diagram especially useful?
When multiple stakeholders hold differing views or potential change resistance exists.
Key facilitation principle for affinity sessions?
Keep it constructive and professional—avoid blame; focus on understanding.
Affinity diagram outcome in the sales vs. engineering example?
Revealed differing needs but a shared theme: “we need to trust each other.”
What is a cause-and-effect (fishbone) diagram?
A structured interview tool mapping a problem to major cause categories and sub-causes.
Common cause categories aligned with diagnostics?
People, Process, Technology, Measurement, Culture, Externalities.
How does a fishbone support an interview?
Guides focused questioning across predefined themes to surface root causes.
What problem statement example used in the lecture’s fishbone?
High turnover of IT staff.
Why include ‘Measurement’ in fishbone categories?
Changes in what/how performance is measured can drive behavior and outcomes.
What is a control chart?
A time-series SPC tool with center line and control limits to detect special-cause variation.
What are control limits typically based on?
Standard deviations (e.g., ±2σ) from the mean/center line.
What indicates a potential special cause in a control chart?
Data points outside upper or lower control limits.
Two manager questions after spotting an out-of-control point?
Was it an isolated event or a recurring/likely disruptive issue needing controls?
What prerequisite does a control chart require?
A steady stream of historical data measured over consistent time periods.
What is a Gantt chart?
A project management tool showing tasks, owners, milestones, and timing.
Why use a Gantt chart in process improvement?
To coordinate responsibilities, avoid duplication, and manage deadlines for changes.
What is a 2×2 matrix used for here?
Translating qualitative feedback into quantitative priorities (performance vs. importance).
In the 2×2, what does the performance axis represent?
How well the process currently performs on an item (e.g., 1–5 rating).
In the 2×2, what does the importance axis represent?
How critical the item is to the business outcome (e.g., cycle time reduction).
Which quadrant signals ‘start/take action’ priorities?
High importance, low performance (typically upper-left in the lecture’s example).
Which quadrant signals ‘maintain’?
High importance, high performance (upper-right).
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Improvement Tips26
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Overview of Performance Improvement30
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The Benchmarking Code of Conduct19
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Understanding the 'As Is' and 'Should Be' Environments55
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How To Perfectly Communicate Process Improvements To Stakeholders61
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Prioritizing Gaps, Building Action Plans, and Measuring and Monitoring54
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Six Sigma, ISO, and Baldrige Movements51
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Reengineering Tools44
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Do You Know Your SPC?64
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More Reengineering Tools70
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Process Mapping30
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Historical Research – Types, Methods and Examples38
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Understanding Process Performance Metrics56
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Performance Measures20
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5 Best Practices for Risk Management26
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Managing Business Risk30
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Project Management38
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What is Operational Excellence?47
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Checklist for Excellence in Business Processes36
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Excellence in Business Processes34
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Process Excellence: The Complete Guide20
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Action Plans37
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Change Management42
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ROI Overview36
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Trends in operations management19
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Operations and Tech Trends24
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Business Technology Trends61
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Technology Insights28
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Best Practices In Process Improvement31
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Class Summary36
