2. Chapter 5 Chapter 3 Chapter 1 Chapter 2 Basic Concepts and
Introduction
Why Quality?
Principles
Need and Benefits
Basic Concepts
of Quality
of Total Quality
Overview of the
DON
Approach
DON Approach
Knowledge to
lead & sustain
the quality
transformation
The Team
Identify
The 14 Points
Approach
Simplify &
Standardize
Planning &
TQL Education
Stabilize
Commitment
and Training
Leading Strategic
Improve
Management
Chapter 4
Chapter 5
Chapter 6
Quality Improvement
Leading Process
Leading and Sustaining
Teams
Improvement
TQL

3. Leading Process Improvement
Lesson 1:
Identify Processes
Lesson 2:
Simplify/Standardize the Process
Lesson 3:
Stabilize the Process
Lesson 4:
Improve the Process
Identify
Simplify &
Standardize
Stabilize
Improve

4. Objectives You will be able to understand:
The importance and meaning of process improvement
A method for process improvement
The use of tools in process improvement
The differences between problem solving and process improvement

5. What is Process Improvement?
The continual endeavor to learn about causes of variation
Changes to reduce complexity and variation

6. Why Process Improvement?
Improve mission performance
Improve the quality of products & services
Increase work efficiencies
Improve customer satisfaction

7. Tools and Process Improvement
Quantitative and analytic tools are essential
Provide a solid base for decision making
Can be used throughout process improvement

8. Differences Problem Solving Process Improvement Reactive Proactive
Short term Long term
Sporadic Continual
Solvers Improvers
Fix the symptom Fix the cause
Restore status quo Improve performance
Fix one thing Refine whole process