1. Overview of System or Process Design and Improvement 1

2. 1. Define Problem or Opportunity (Problem Statement) 2. Determine Requirements, Constraints, Gap, and Root Causes 3. Generate and Design Solutions to Meet Needs 4. Evaluate, Prioritize, and Test Solution Ideas 5. Justify and Plan the Implementation, Manage Change Process Core Steps in System or Process Design and Improvement 2

3. Analysis Tools for Step 1: Define Problem or Opportunity Collect Data Consider Both Quantitative and Qualitative Data Use Surveys, Focus Groups, Interviews, Observations, Archival Data. Analyze the Situation Define Process or Value Stream Maps, SIPOC Diagram Use Affinity Diagrams 3

4. Analysis Tools for Step 2: Establish Needs and Causes Define Needs, Gaps or Causes Listen to the “Voice of the Customer” Use Cause and Effect Diagrams. Determine Root Causes and Key Issues Ask WHY 5 Times Use Interrelationship Digraphs 4

5. Analysis Tools for Step 3: Generate and Define Solutions Define Possible Solutions Employ User-Centered Design Process Conduct Usability Assessments Determine Assignable Tasks Use Tree Diagram (Eliminate Root Causes and Address Key Issues) 5

6. Analysis Tools for Step 4: Prioritize and Test Solutions Define and Weigh Criteria to Evaluate Solution Ideas Use a Team Process to Consider Customer Needs, Evaluate Possible Impacts Prioritize Tasks Based on Weighted Criteria Use Prioritization Matrices 6

7. Analysis Tools for Step 5: Plan and Implement Changes Determine Justification (Business Case) Consider Impact on “Vision” Evaluate Return on Investment (ROI) Determine the Sequence and Assignment of Tasks Use Project Management Tools Manage the Change Process Use the Organizational Change Manager 7

8. Finale 1 Do a Lessons Learned 2 Acknowledge the Team 3 Celebrate Your Accomplishments 8

9. Thank You 9