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Smile 100%
Good Service Friendliness
of Time
Accurate Name
Pronunciation
Serve within
20 min
Problem
Attentiveness Resolution
Effectiveness
Drinks Full
Within 3
minutes
of empty
Driver Diagram
Second Order Change Ideas
First Order
Driver Idea
Driver
Driver Idea
Driver Idea
Objective Driver
Driver Idea
Driver Idea
Driver Idea
Driver Idea
Driver Idea
nge Ideas Change Concepts
Idea
Concept
Idea
Idea
Concept
Idea
Concept
Idea
Idea
Concept
Idea
Tree Diagram
Long-Term Short-Term Measures Targets
Reduce 50%
Vision Faster Cycle TIme
Cycle Time Reduction
Reduce 50%
Repair Time
Repair Time Reduction
Reduce 50%
Better % Defective
Defects Reduction
Reduce 50%
% Rework
Rework Reduction
Reduce
50%
Cheaper Cost of % Waste
Reduction
Failure
50%
% Rework
Reduction
Reduce
% 50%
Cost of
Inspection Reduction
Inspection
Optimize
% 50%
Cost of
Prevention Reduction
Prevention
http://www.qimacros.com/quality-tools/tree
Balanced Scorecard
Long-Term Short-Term Measures Targets
Increase Average
% increase
Order Size Sale
Increase Frequency
% increase
Frequency of Sale
Increase
Customer
Customer Customer % increase
Satisfaction
Satisfaction
Increase
Referal Rate % increase
Referals
Increase
Frequency % increase
Frequency
Reduce
Quality Cycle Time % reduction
Cycle Time
Cost of
Reduce Waste & % reduction
Costs Rework
Learning & Increase
Training % increase
Growth Core Skills
Increase
Systems System Un-
% reduction
Availability availability
Start
Decision
Stop ?
60% 40%
Lose Win
Decisio Decisio
n n
? 20% ? 40%
No Yes
Opt2
4
1
6
40%
10
Opt3
11