The author covers fourteen tools to help you find the information you need and offers step-by-step instructions for constructing each one. He shows you how these tools can be combined with a set of simple problem-solving steps that can act as a powerful change agent to help reduce or eliminate process problems. <p><b>Five-Step Problem-Solving Process </b> <p>Identify the problem: Clearly state what needs improvement. <p>Analyze: Determine what causes the problem to occur. <ol start=1 type=1> <li>Evaluate Alternatives: Identify and select actions to reduce or eliminate the problem.</li> </li><li>Test Implement: Implement these actions on a trial basis to determine their effectiveness.</li> </li><li>Standardize: Ensure that useful actions are preserved.</li> </ol></li>