Creativity tool: Reversal

Used to improve products and services;
Ask the opposite question to the answer you are looking for:

• How do I reduce customer satisfaction in a service center?
• Not answering the phone when customers call
• Not returning phone calls
• Have people with no product knowledge answering the phone
• Use rude staff
• Give the wrong advice

SQ3R technique: Speed Reading

Survey: Survey the document, scan contents, introduction, chapters etc

Question: Think questions about the subject, scan the document again if necessary

Read: read the document.

Recall: Run the text in mind several times. Isolate facts and essential processes, see how other information fits

Review: Can be by rereading the document, expanding notes, or discussing with colleagues

Deming Cycle: Plan-Do-Check-Act

Plan: Identify and analyze the problem

Do: Develop and test potential solution

Check: Measure effectiveness, improve

Act: Implementing solution fully