1. MIS5102: Process Improvement and Innovation Defining the Problem

2. What does it mean to define the problem? What do we mean by “problem?” When should this occur? What was the “problem” in the case of: Colby General Wawa CVS What was the “problem” in the case of: Colby General Wawa CVS

3. What is a stakeholder in a business process? How is it different from a participant in the process?

4. RACI Chart and Stakeholders http://yousigma.com/tools/raciresponsibilitycharting.html R esponsible A ccountable C onsulted I nformed Example: Reporting Expenses

5. Defining Scope Why is it important for understanding and improving processes? How does defining scope relate to identifying stakeholders ?

6. What are the differences in these techniques? Affinity Analysis Root Cause Analysis Five Whys

7. How would root cause analysis be useful in creating mistake-proofing “toll gates?” (see Grout and Toussaint, 2009)