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Introduction: The Process Excellence Approach to Management

• Introduction
• Management by Results
• The Process Excellence Alternative
• Getting Started
• The Role of Project Teams

Chapter 1: Using Teams to Meet Today’s Challenges

• Introduction
• The Power of Teams
• Types of Teams
• What Teams Need
• Teams and Change
• Implementing Change
• Action Summary

Chapter 2: Team Roles and Responsibilities

• Introduction
• Team Roles
• Responsibilities for Successful Improvement
  • Before the Project
  • During the Project
  • After the Project
• Leadership Team Reviews
• Action Summary

Chapter 3: Introduction 3-1

Section A: Team Techniques

• Guidelines for Good Meetings
• Guidelines for Effective Discussions
• Guidelines for Effective Decisions
• Guidelines for Effective Recordkeeping
• Guidelines for Effective Planning

Section B: Team Leaders: Putting It All Together

• Guidelines for Initial Team Meetings
• Guidelines for Regular Team Meetings
• Guidelines for Monitoring Progress
• Guidelines for Joint Review Meetings
• Guidelines for Closing a Project
• Action Summary

Chapter 4: Teams Using Tools to Solve Problems

• Introduction
• Processes and Systems
• Scientific Approach
• Tools for Collecting Data
• Tools for Mapping Processes
• Tools for Looking at Data Relationships
• The 7 Step Method
• Action Summary

Chapter 5: Building an Improvement Plan

• Introduction
• The 5 Step Plan for Managing and Improving Daily Work
• The 7 Step Method for Problem Solving
• DMAIC, the Six Sigma Improvement Approach
• The 16 Improvement Strategies
• Key Ingredients for Successful Improvement Efforts
• Action Summary

Chapter 6: Learning to Work Together

• Introduction
• Team Dynamics
• Stages of Team Growth
• Riding the Team Roller Coaster Recipe for a Successful Team
• Constructive Feedback
• Action Summary

Chapter 7: Dealing with Conflict

• Introduction
• The Value of Conflict
• Understanding Responses to Conflict
• Managing Group Problems
• Ten Common Problems and Solution Strategies
• Action Summary

Chapter 8: Advanced Tools and Techniques

• Introduction
• Creativity Tools
• Implementing Solutions
• Managing Project Pipelines
• Action Summary

Appendices

• Appendix A: Glossary
• Appendix B: Storyboard Example
• Appendix C: Team-Building Activities
• Appendix D: References

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