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.Five-Step Problem-Solving Process Identify the problem: Clearly state what needs improvement. Analyze: Determine what causes the problem to occur. Evaluate Alternatives: Identify and select actions to reduce or eliminate the problem.Test Implement: Implement these actions on a trial basis to determine their effectiveness.Standardize: Ensure that useful actions are preserved.