Allows participants to play off each other's ideas
What is a focus group?
100
This mapping tool reminds me of dinner.
What is the Spaghetti Diagram?
100
This visual of a process step is
What is waiting?
100
Time needed to meet customer demand
What is Takt Time?
200
Sponsor
Who is a business stakeholder?
200
When you want to contact many customers to get quantitative information
What is survey?
200
This mapping tool is high-level.
What is the SIPOC?
200
Think It Is/ Actually Is / Like It Is
What are three versions of a process?
200
Items sitting idle
What is Work In Progress (WIP)?
300
State Insurance Commissioner
Who is a regulator?
300
Collecting customer information in this form allows flexibility and probing of customer needs
What is telephone interview?
300
This mapping tool "could" be done horizontally from left to right.
What is a Swim Lane Map?
300
Waste in a process
What is Non-Value Add?
300
The top left quadrant represents this type of Voice of Customer
What is a Delighter?
400
Customer Service Representative
Who is an internal customer?
400
Secretly watching customers in action
What is point-of-use observation?
400
This vertical tool is completed after the SIPOC is completed.
What is Top-Down Mapping?
400
The process Waste ID Worksheet contains these items not related to Tiger
What is TIMWOODS?
400
The grouping of customers or data to better visualize the information
What is affinitization?
500
Agents who will be impacted by the process improvement
Who is stakeholder?
500
This method can produce the most bias responses.
What is a face-to-face interview?
500
This mapping tool allows people to "see the true process" by making waste visible, and serves as a foundation for prioritizing improvement efforts.
What is Value Stream Mapping?
500
Each team identified their two topics is considered what in the teach back process
What is a Decision Point?
500
This is the first principle. This is a reminder that whenever abnormality occurs, or whenever a manager wishes to know the current state of operations, he or she should go to this right away.