CONTENTS
SETTING THE SCENE = 1
Why Team - Based Problem Solving? = 1
What Is Team - Based Problem Solving? = 2
Why a Systematic Problem - Solving Process? = 5
The Problem - Solving Model ― Process Overview - 6
The Book Format = 8
Using This Book In Your Team Meetings = 9
Summary = 10
Step One GETTING STARTED ― ESTABLISHING AND MAINTAINING YOUR PROCESS ROAD MAP = 12
Establish Your Meeting Format ― How Do We Want to Work? = 14
Team Organization ― How Will We Be Managed? = 18
Team Leadership ― What Does It Look Like for Us? = 22
Team Interaction Guidelines ― What Are Our Guiding Principles? = 25
Process Check ― How Will We Monitor Our Progress? = 28
Step Two PREPARING THE PROBLEM AND THE GROUP = 38
Surface the Problem = 38
Define the Problem = 39
Develop the Problem Statement = 41
Assess Readiness to Move Forward = 44
Step Three INTERVIEWING CUSTOMERS = 53
Identify the Customers Who Will Be Affected = 54
Develop Interview Questions = 56
Interview the Customers = 57
Quantify Customer Concerns = 58
Refine the Problem Statement = 59
Step Four ANALYZING CAUSES = 69
Identify and Analyze Causes ― Individual = 70
Identify Causes ― Group = 72
Understand All the Causes = 73
Determine the Root Cause(s) ― Rank the Causes = 75
Collect and Analyze Data on Root Causes = 78
Step Five CREATING THE BEST SOLUTION = 88
Generate Promising Solutions = 88
Select the Best Solutions = 90
Develop an Implementation Plan = 93
Develop Measures to Monitor Progress = 95
Step Six IMPLEMENTING THE PLAN = 111
Gain Organizational / Personal Commitment = 111
Plan for Marketing Your Solution = 112
Execute the Plan and Prepare for the Future = 114
Step Seven MONITORING RESULTS = 121
Plan for a Postmortem = 121
Plan for Follow - Up = 122
Plan for Continuous Improvement = 123
Future Think = 124
Communicate Results = 127
Say Thank you = 129
Congratulations! = 131
Summary CONCLUDING THE PROCESS = 136
Learning Transference = 137
Appendix A PROBLEM - SOLVING TOOLS TO HELP YOU EXPAND YOUR RANGE OF IDEAS = 139
Brainstorming = 140
5 Ws and H = 143
Storyboarding = 145
Affinity Diagram = 146
Nominal Group Technique = 147
Creative Thinking Techniques : How to Get Yourself out of the Same Old Thinking Box = 150
Cause - and - Effect Diagrams(Fishbone) = 151
Mapping Technique = 155
Process Flow Chart = 157
Data - Collection Methods for Surveying = 159
Focus Groups = 163
Appendix B ANALYSIS TOOLS TO HELP YOU GAIN FOCUS ON SOLUTIONS = 166
Problem - Solving Readiness Survey = 167
Customer - Requirements Matrix = 169
Pareto Charts = 170
Consensus = 171
Cause Analysis Tools = 173
Multivoting = 177
Ranking / Voting Techniques = 178
Criteria Matching = 180
Scatter Diagram = 182
Cost / Benefit Analysis = 184
Gap Analysis = 187
Solution Filtering = 189
Solution Verification / Review Matrix = 190
Appendix C PLANNING AND MONITORING TOOLS = 192
Our Team Guidelines = 193
Team Leadership Survey ― What Does It Look Like for Us? = 195
Team Process Check ― Short Form = 196
Team Process Check ― Long Form = 197
Team Assessment Instrument = 198
Additional Process Meeting Check Questions = 199
Final Process Check = 207
Appendix D TIPS AND TECHNIQUES FOR BUILDING A TEAM = 208
When You Are Forming a New Team = 210
Refocusing an Intact Ongoing Group = 211
Roadblocks That Impede Group Process = 212
Appendix E PREPARING YOUR PRESENTATION ― TIPS = 216
Guidelines for Developing a Presentation = 219
Appendix F A WORKSHEET FOR LEARNING TRANSFERENCE = 223
Bibliography = 226
Index = 229
