Tom Fagerhaug

This updated and expanded edition discusses many different tools for root cause analysis and presents them in an easy-to-follow structure: a general description of the tool, its purpose and typical applications, the procedure when using it, an example of its use, a checklist to help you make sure if is applied properly, and different forms and templates. The examples used are general enough to apply to any industry or market. The layout of the book has been designed to help speed your learning. Throughout, the authors have split the pages into two halves: the top half presents key concepts using brief language-almost keywords-and the bottom half uses examples to help explain those concepts. A roadmap in the margin of every page simplifies navigating the book and searching for specific topics. The book is suited for employees and managers at any organizational level in any type of industry, including service, manufacturing, and the public sector. COMMENTS FROM OTHER CUSTOMERS Average Customer Rating: (4 of 5 based on 1 review) "This book is a good intro to Root Cause Analysis tools. It is easy to read and laid out in a good format, with a picture and/or sample provided for every tool discussed, along with a checklist for its usage. There is the occasional spot of confusing information, and some of the explanations seem over-simplified or under-explained. But this is not highly prevalent, and the book does accomplish giving the reader a great introduction to these tools and techniques. It may be insufficient for those who are looking for more advanced or in-depth information on any of the tools and techniques. Beginners should find this a very helpful book and one that will be referenced often as they start practicing Root Cause Analysis." A reader in Bradenton, Florida

This peerless best-seller is a hands-on, step-by-step workbook of instructions on how to create flowcharts and document work processes. No other book even comes close in teaching practitioners these crucial techniques. The most noticeable change in this second edition is the inclusion of several new types of process maps. While the basic, straightforward flowchart is still extensively used, it has been supplemented by a number of other types, all of which serve different purposes. The authors have therefore expanded the variety of charts taught. All the mapping techniques have also been updated, the mapping exercise itself is put into a larger context, and organizational examples from many different industries are used throughout to help readers understand real-life applications of the material presented. Also new is an example case study carried throughout the entire book to illustrate the construction and use of the different types of process maps.