Leadership Toolkit
In an effort to improve our customer service, we plan to share "tools" that we find useful.
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Knowledge Sharing |
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"A Simple Tool for Sharing Knowledge and Experience." Take this Knowledge Sharing Tool (PDF - 67 KB) link to obtain a copy of the tool.
Have you ever wondered what barriers prevent the application of knowledge in the workplace? The following article helps identify those barriers and what action can be taken to overcome them. The knowledge brief is titled "The Knowing-Doing Gap: How Smart Companies Turn Knowledge Into Action". Take this Knowing-Doing Gap (PDF - 47 KB) link to view the brief.
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Want to do a Survey? |
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Thinking of doing a survey? Why, to pinpoint an area of concern? To see how things are going? To monitor the impact of various programs? All of these are good reasons for doing a survey; however, there is more to "doing" a survey than meets the eye. Check out this easy tool for setting you on the right track. In order to view this survey tool (PPT - 496 KB) , you need either the PowerPoint software and/or viewer.
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Quality Tools |
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Cause and Effect Diagram
This tool provides a pictorial display of a list in which you identify and organize possible causes to problems, or factors needed to ensure success. It is an effective tool that allows you to easily see the relationship between factors to study process, situations, and for planning. It will help to visually display all of the potential causes for a specific problem or effect when trying to determine the root cause. This is one of the tools that is introduced in GSC's "Process Improvement" class.
Pareto Chart
This tool is effective in helping you break a big problem down into smaller pieces, identifying the most significant factors, showing where to focus efforts, and allowing better use of limited resources. You can separate the few major problems from the many possible problems, so you can focus your improvement efforts, arrange data according to priority or importance, and determine which problems are most important using data, not perception.
Histograms
This quality tool can be used to graphically summarize and display the distribution and variation of a data set. These charts can help break the data down to determine frequencies. A histogram can help you answer what is the most common system response, what distribution does the data have, and does the data look symmetric or is it skewed to the right or left.
Check Sheets
Data collection can often become an unstructured and messy exercise. A check sheet is a simple form you can use to collect data in an organized manner and easily convert it into readily useful information. A check sheet is a table or form used to systematically register data as it is collected.
Scatter Diagrams
A scatter diagram is a graphical technique used to analyze the relationship between two variables. It shows whether or not there is correlation between those two variables.
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Conducting Effective Meetings |
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Most meetings occur too often, last too long, and accomplish too little. Whether you attend meetings as a participant or a leader, you are investing your time, presence, preparation, and concentration. Knowing how to save time, effort, and money for your agency by having fewer, shorter, and better meetings is definitely to your career advantage. If you want to conduct an effective meeting yourself, use the following documents as helpful tips, reminders, and examples.
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