1.0 RCA A Systems View
What is a "Problem?"
What is A Root Cause?
The Problem Solving Procedure
Why Problems Persist
2.0 The A3 Procedure
Problem Solving Cycle
The A3 Summary
Fit with Six Sigma/TQM/SPC
3.0 The Power of Teams
Modes of Communication
Listening Behaviors
Team Building & Subverting Behaviors
Roles of The Facilitator
Holding An Effective Meeting
How To Resolve Conflict
4.0 Define The Problem
Developing Your Problem Statement
Refining The Problem Specification
Smart Questioning
5.0 Analyze Information
Forms & Checklists
Statistical Sampling
Process Charts & Fishbone Diagrams
Building A Burger (Exercise)
Using Line, Scatter, Bar, & Pie Charts

6.0 Basics of Statistical Process Control
What is SPC?
The Normal Curve & Histograms
Control Charts
Is the Process in Control?
Statistical Sampling
7.0 Identify The Root Cause
Fishbone Diagrams
Is/IsNot Analysis
The Case Of The Tasteless Coffee (Exercise)
8.0 Search For Solutions
Brainstorming
The Columbo Approach
Building A Burger Better (Exercise)
9.0 Identify The Best Solution
CostBenefit Analysis
PNI Analysis
Weighted Factor Evaluation
10.0 Take Action
Three Types of Action
Planning The Implementation
Presenting Your Proposal
11.0 Into Practice
Valley Extruded Products (Case Study)
12 Team Projects
