Operational Excellence

Problem Solving

GP's Operational Excellence Practice (formerly GP Deltapoint) has provided training and consultation in problem-solving methods and teamwork since 1980. GP has published five books that support teams and organizations in their quest to provide quality products and services:

• Quality Improvement Story
• Situation - Target - Proposal
• Analytical Tools for Six Sigma
• Team Guidebook
• Consulting to Improvement Teams

Quality Improvement Story—$19.95

This manual describes a comprehensive nine-step methodology to solve chronic or difficult problems whose root causes are hard to find. It is the improvement method of choice for problems where breakthroughs, permanent fixes, and long-term improvements are required. It covers:

• Overview of improvement methodologies
• Introduction to major methods and tools for problem solving
• Roles and responsibilities of individuals and teams in problem solving
• The nine steps of the QI Story Process
• Assuring that standards are set
• Capturing learning and continuously improving problem-solving capabilities

(154 pages, ISBN 0-87683-400-4)

Situation - Target - Proposal—$14.95

This manual describes a direct and simple improvement method for most daily, routine problems for use when the cause of the problem is pretty much known, or when a fast remedy is required to correct a problem. It covers:

• Overview of improvement methodologies
• Categorizing situations, establishing performance targets, and developing solutions
• Facilitating the S-T-P process

(77 pages, ISBN 0-87683-401-2)

Analytical Tools for Six Sigma—$29.95

This manual describes 17 problem-solving tools that assist individuals and teams in building standards for best practices. It provides examples and guidelines used to understand customer requirements. Descriptions of more complex tools include practice cases and answer keys. These tools help problem solvers collect, analyze, and display data; and enable fact-based management. It covers:

• The Total Quality tools of check sheets, stratification, brainstorming, affinity diagram, cause-and-effect diagram, graphs and charts, Pareto diagram, histogram, control charting, scatter diagram
• The "Seven Management Tools" of flow diagram, relations diagram, tree diagram, matrix diagram, prioritization matrix, process decision program chart, arrow diagram
• Methods for understanding customer requirements and context for improvement

(314 pages, ISBN 0-87683-402-0)

Team Guidebook—$14.95

This manual describes clearly and simply how to assure that teams function effectively and efficiently. It's filled with tips and checklists. It covers:

• Chartering teams, and the role of sponsors, team members, and facilitators
• Team dynamics and dealing with common team problems
• Managing team meetings

(56 pages, ISBN 0-87683-403-9)

Consulting to Improvement Teams—$14.95

This manual is designed for Internal Consultants. It covers:

• Defining the Internal Consultant's role as an advisor, and dealing with resistance
• Defining requests, reaching agreements, planning interventions, and monitoring progress

(60 pages, ISBN 0-87683-404-7)