| Continuous Improvement Process | There is always room for improvement. An improvement in operations, processes, and activities equals an improvement in the delivery of customer service (more consistent, efficient and cost effective). |
| Control Charts | These charts are used to track variations in the production process. They show normal and abnormal changes. It shows if the process is working or if there is a problem. |
| Customer/client | An individual or group that receives the benefit of the product or service. External customers pay for the product or service. |
| Customer Satisfaction | A measurement of how happy a customer or client is with the product or service. |
| Fishbone Diagrams (also called cause and effect) | These are used to look at root causes of problems. Continue to ask why? The causes of the problem are then grouped or categorized. The technique is also used in planning. |
| Flowchart | This tool uses symbols and connecting lines to show a step-by-step progression of a procedure, a process. |
| Histograms | These are bar charts. They measure the frequency with which something occurs or a system. |
| ISO 9000 | This is a series of three international standards on quality management. They were first published in 1987 and are used in manufacturing and service organizations. |
| Management | A team or individuals that manage resources in an organization. It also refers to the ideas, tools and processes that help a company achieve their goals. |
| Mission Statement | An organization uses a mission statement to identify its customers, processes and level of performance. |
| Organization | This can describe a company, a corporation, a firm, an enterprise, an association. The organization can be public or private; incorporated or not. |
| Pareto Charts | These are simple bar charts. After data is collected, it is charted to display problems or issues. They are used to identify priorities. Have you heard the 80-20 rule? 20% of things or people make most (80%) happen. |
| Performance Evaluation | This is a process that evaluates an employee's success in meeting the requirements of their job. |