ABSTRACT
108In previous chapters you have learned: (1) how the tools for quality improvement can help you think differently about what you do, (2) how the tools can be used with a set of problem-solving steps to reduce or eliminate process problems, and (3) how to apply the tools effectively. This chapter contains five case studies to summarize what you have read and help you visualize how the tools can be applied to solve actual work problems. Each case study describes a situation in which employees worked together to solve problems. The net effect of this teamwork is improved employee skills, better products, a better workplace, and improved customer satisfaction.
