1. Managing Quality, Innovation and Knowledge
Business Process Management Tools

2. Last Week Service design blueprint matrix
List the key components that make up a service
service processes
media and devices
user engagement processes and emotions
provider interaction processes and emotions
service provisioning location/s

3. Evidence Based Management
Understand the defects of the parts
Understand of these defects’ impacts on the whole system

4. Quality Planning Tools
1. Quality Function Deployment
Identify the attributes desired by the customer
Identify the technical features
Prioritise the features
Evaluate the competition
Identify performance gaps
Develop targets
Deploy priority features in the business process
2. Concurrent Engineering
3. Planning Tools
Affinity Diagram
Interrelationship Diagram
Tree Diagram
Process Decision Chart
Tools are visual graphics or automated software of methods & techniques

5. Quality Control via Improvement Methods  Tools
In-process Control
Check Sheets / Check Lists / Defect Concentration Diagrams
Control Charts / Scatter Diagrams
Problem Solving
Cause & Effect Diagrams / 8D Process
Histograms / Pareto Diagrams
Poka – Yoke (mistake proofing via following BP standards)
Deming Cycle
Benchmarking (comparing business processes & KPI to industry best practices from other companies)

6. Reading – More tools Flow charts - process mapping diagrams
Histograms – check process consistency prevails in meeting customer requirements, ie process in functioning as normally expected all/most of the time
Run Charts – line graphs that show how a process changes over periods of time
Control Charts – are also line graphs that track a process’s use or performance trend

7. Organised / Structured Problem Solving
Presents problem solving in many perspectives/viewpoints
Identifying and pinpointing the problem
Analyse the causing factors
Generate potential solutions – several alternatives
Evaluating the alternatives to select the best solution
Implementing the solution
Evaluating the solution

8. Organised / Structured Problem Solving Tools
Brainstorming – mind maps, rich pictures, paper stickers, etc
Cause-effect analysis – Fishbone/Ishikawa diagram; Pareto 80/20 law
Quality of structured problem solving depends on data collection quality:
Data quality
Data collection process variations
Six Sigma – statistical concept that measures the extent to which a process varies from absolute perfection. BP acceptance is 3.4 defects per mio ie % perfection