Part 3
Understanding Performance and Analyzing the Process
IN THIS PART …
Use a balanced set of measures to understand how well your process meets customer requirements, and which key variables are driving performance.
Measure effectively using a five-step data collection process.
Develop a sampling approach that will help you to achieve a sound understanding of performance by using comparatively small amounts of representative data.
Decide how to present and interpret your data, and use control charts to identify process variation so that you know when to take action and when not to.
Identify and verify the root causes of process problems using a variety of tools and techniques.
Identify non-value-adding steps and waste in your process.
Improve process flow through a number of concepts including pull and the theory of constraints.
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