Guides, Tools and Tips
Strategic Planning & Quality Improvment (SPQI) has posted documents on a variety of topics to help you with your strategic planning or quality improvement initiatives. Please contact us with questions or suggestions for additional topics you would like to see covered.
The following presentation and tools/templates were delivered on January 17, 2013 by Dennis Snow, Snow & Associates, Inc., at the "Delivering World-Class Customer Service Workshop" at Sacramento State.
- Workshop Handout (Delivering World-Class Customer Service)
- Service Map Process
- Everthing Speaks Distracters
- Customer Expectations
Website - www.snowassociates.com
- CSU Lean PI Workshop Slides
- LEAN Matrix
- Intro to Lean Principles Supergraphic
- Sample Maps and Charts
- Systems Thinking
- Systems Map
- Cross-Functional Process Map