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The Problem Solving and Decision-making Toolbox (3rd ed.)

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The Problem Solving & Decision-Making Toolbox contains 32 ready-to-use and fully reproducible tools to help you build your know-how to solve problems, be more creative and make better decisions. The kit consists of 32 two-sided guides which can be photocopied and folded to form a four-page booklet on the applicable decision-making tool. These guides can then be used in a variety of group settings to facilitate the problem-solving process. Ideal for supervisors, managers, team facilitators or trainers, this kit will increase the number of forward options available in the problem solving and decision making process. It is designed to assist in: • generating an array of alternative choices • applying a series of systematic steps • reaching positive and useful conclusions more quickly and even more cost effectively. The 32 problem solving, process analysis or creativity tools and approaches are broken down into seven broad application areas, as follows: Customer Service • Supplier to customer chain mapping • Customer service process analysis • Moments of truth • Mapping the order process Enterprise Operational Improvement • Pareto chart • Benchmarking • Process re-engineering • Process mapping • Cycle time determination Creativity Enhancement • Brainstorming • Mind mapping • Innovation through 5 I method • Morphological matrix • Six hat thinking Problem Solving • Problem statement • Five W/H • FADE process • 5 Whys • Force field analysis Decision-Making • Decision trees • Evaluation matrix • Multi-voting • Nominal group technique • Cost benefit analysis Organisational Development • Corrective action planning/reporting • SWOT charts • Action learning • Focus meetings Quality Improvement • Sixth sigma • Cause & effect chart • Run chart • Scatter diagram Their reproducibility makes them a flexible and effective tool that individuals can use as a reference or add their own notes to. They may be used as discussion starters, brainstorming solutions or even group planning exercises.

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