The author covers 14 tools to help you find the information you need. He shows you how these tools can be combined with a set of simple problem-solving steps that can act as a powerful change agent to cope with process problems. With the Five-Step Problem-Solving Process, the first two steps are to identify the problem and then clearly state what needs improvement. Then after determining what causes the problem, one should evaluate alternatives, identifying the actions needed to reduce or eliminate the problem. Next one implements these actions on a trial basis to determine their effectiveness, and then standardizes the working ones to ensure that useful actions are preserved.
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