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Subject:Re: Needs/Task Analysis Training From:Charles Good <good -at- AUR -dot- ALCATEL -dot- COM> Date:Tue, 27 Feb 1996 13:19:03 GMT
AT&T published a book, "Process Quality Management and Improvement
Guidelines" which has been used in many courses to teach needs/task
analysis. It defines 18 tools for process management and 20 tools for
process improvement. Many of these tools are used to define customer
expectations and need, as well as define and analyze the various
processes within a task, as well as problems associated with the task.
Some of the more popular tools are: flowcharting, structured
brainstorming, cause & effect (fsihbone) diagrams, force field
analysis, Pareto diagraming, benchmarking, customer/supplier models,
decsion matrix, histograms, tree diagrams, etc.
If you cannot find (or afford) the courses, I definitely recommend
the book. You can order copies from AT&T's customer information
center order department: 1-800-432-6600