The tools and techniques presented in this volume offer a common sense approach that will help you not only begin, but also sustain continuous improvement within your organization. Included are seven basic, yet popular and effective planning, analysis, and interpretation tools: Brainstorming, Affinity Diagram, Matrix Diagram, Criteria Rating Form, Check Sheet, Force Field Diagram, and Cause and Effect Diagram. Each is accompanied by step-by-step instructions and real-life examples designed to facilitate its use. The guidebook also contains a selection matrix designed to help you determine which tool to use for a specific situation. You will want to refer to this guidebook often to build lasting improvement into your organization.

About the Author

RICHARD CHANG is CEO of Richard Chang Associates, Inc., a diversified performance-improvement firm headquartered in Southern California. He is an internationally recognized management consultant and author or co-author of more than 25 books on business and personal development. He has served as a judge for the Malcolm Baldrige National Quality Award and as the chair of the board of the American Society for Training and Development. MATTHEW E. NIEDZWIECKI, Manager of Quality Management at Children's Hospital Los Angeles, is an experienced training and organization development practitioner. His extensive background and areas of expertise include total quality management, training design, process analysis, and data interpretation.

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