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Tables of Contents for The Change Agent's Guide to Radical Improvement
Chapter/Section Title
Page #
Page Count
Introduction
viii
Diagnosis
1
16
Identify the System
2
1
Check Vital Signs
3
1
Select Appropriate Treatment (Change Process)
4
1
The Wrong Things to Work on
5
12
Sponsor's Interview
9
4
Diagnosis Worksheet
13
4
Organizing the Project
17
34
Chartering the Team
18
4
Orient the Team
22
1
Train the Team
23
1
The First Team Meeting
24
3
Facilitation Skills
27
10
Managing Group Dynamics
37
14
Team Charter
45
4
Mission Template
49
4
Ground Rules
53
Customer-Satisfaction Process
51
60
Define Work as a Tangible Product
60
6
Define Customers Segmented by Role
66
3
Segment Customers into Relevant Groups
69
10
Measure the Degree to Which the Customers' Expectations are Achieved and (Re)design the Product to Meet Customers' Expectations
79
1
Develop Innovative New Products That Better Achieve Customers' Desired Outcomes
80
1
Endnotes
81
30
Customer Roles Matrix
83
4
Customer-Segmentation Matrix
87
4
Focus Group Action Plan
91
4
Focus Group
95
4
Focus Group (New Product)
99
4
Voice of the Customer
103
4
Innovation Tool
107
4
Process-Improvement Process
111
34
Observe the Process
113
1
Flowchart the Process
114
3
Measure Process Performance
117
2
Improve the Process
119
4
Endnotes
123
22
FACT Sheet
125
4
Macro Flowchart
129
4
Micro Flowchart
133
4
Product Flowchart
137
4
Process Analysis Checklist
141
4
Problem-Solving Process
145
24
Define the Problem
146
1
Verify the Problem
146
4
Write the Problem Statement
150
1
Look for the Root Cause
150
2
Develop the Solution
152
17
Know/Don't Know
153
4
Five Why's
157
4
Root Cause
161
4
Data-Collection Plan
165
4
Planing Process
169
30
What Do We Want to Accomplish?
169
3
What Do We Need to Do to Achieve Them?
172
1
Who Will Do What By When to Make It Happen?
173
4
Endnote
177
22
Affinity Diagram
179
4
Gap Chart
183
4
Relationship Diagram
187
4
Prioritization Matrix
191
4
Action Plan
195
4
Managing Ideas
199
38
Generating Ideas
199
5
Brainstorming Variations
204
3
Evaluate the Ideas
207
2
Support the Ideas
209
1
Choose the Best Ideas
210
1
Endnotes
211
26
Brainstorming
213
4
Multivoting
217
4
Affinity Diagram
221
4
Idea Filter
225
4
Idea Worksheet
229
4
Data-Collection Plan
233
4
Creating Buy-In
237
4
Build the Presentation
238
1
Invite the Participants
238
2
Make the Presentation
240
1
Secure Approval
240
1
Implementation
241
20
Build an Action Plan
242
1
Conduct Review Meetings
243
1
Create Project Plans for Complex Actions
244
17
Action Plan
253
4
Project Plan
257
4
Evaluation
261
6
Measurement Action Plan
263
4
Celebration
267
2
Leading a Large-Scale Initiative
269
20
Three Places to Focus Improvement
269
5
Define the Desired Results of the Organization
274
1
Identity the Key Systems Most Vital to Achieving the Results
274
1
Prioritize the Key Systems
275
1
Form Teams to Improve the Key Systems
275
9
Endnotes
284
5
Project-Selection Matrix
285
4
Appendix A References
289
2
Appendix B Frequently Asked Questions
291
2
Appendix C Project Maps
293
4
Appendix D Sponsor's Guide to Teams
297
6
About the Author
303
2
Index
305
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