ABSTRACT
This chapter is dedicated to various techniques and tools for collecting and collating information in a very structured manner for a fruitful problem-solving journey. The techniques such as sampling and capturing the voice of customers are very important because their quick and easy recall are vital in all succeeding steps of problem-solving—even more so than the data and information. We also discuss a simple tool such as the often-used check sheet and a customized tool such as a matrix diagram for a higher level of understanding. The case studies in the real problem-solving section will further help the reader understand the application of these techniques and tools in real life. Much care is devoted to selecting these examples so that the reader has ample scope for an overview of the areas covered in this chapter. A critical reader will understand the basic techniques for collecting and collating information, weigh the voice of customers to understand real feedback, compile meaningful check sheets, and develop matrix diagrams for interdependent issues with multidisciplinary parameters.
