This book addresses the issues of using data analysis tools in service or administrative settings. Written in the easy, reader-friendly style of Understanding Variation, but with the in-depth content of Understanding Statistical Process Control, the book handles the questions of how to make sense of your data with great clarity. It is organized around the three basic questions of improvement:

• What do you want to accomplish?
• By what method?
• How will you know?

With over 130 service sector examples and case histories, you will discover where to start, what to measure, how to measure it, and how to understand the measurement. In addition to teaching how to create process behavior charts, this book takes you beyond merely collecting data to provide a framework in which you can understand and use your data effectively. This book provides the practical expertise and useful guidance that you have come to expect from Donald J. Wheeler.