| A | B |
|---|
| Outline | Logical organization of ideas that forms the framework of any presentation |
| Gesture | Use of facial expressions or body motions to emphasize points |
| Demonstration | Presentation using a step-bystep procedure for performing a task |
| Introduction | Beginning of a presentation; should attract the attention and motivate the audience |
| Body | Central theme of the presentation; carries the mani idea |
| Conclusion | Summarizes the main point |
| Benchmarking | A process used by many organizations to measure its practices against those of an industry leader |
| Conformance | When an output meets the agreed-upon customer requirements |
| Continous | Ongoing |
| Customer | The people inside and/or outside the organization who receive the product that you produce and/or the service that you provide |
| Customer requirements | What the customer expects of the output, agreed upon by the customer and the supplier |
| Framework | The basic structure or structural frame of something |
| Global | Worldwide |
| Nonconformance | When an output does not meet the agree-upon customer requirements |
| Output | The products and/or services produced by a supplier |
| Supplier | A person or group producing an output |
| Supplier specifications | An exact description of what the customer expects and desires expressed in terms the supplier used in his business |
| Quality | Meeting the requirements of both customers inside and outside of the organization |
| Brainstorming | Allows group members to generate and call out ideas as quickly as they can think of them |
| Brainwriting | Write ideas on a slip of paper, exchange slips, and build on the idea they receive |
| Checkshets | Record of the information by category |
| Interview | Gathering information from individuals in person or over the phone |
| Surveying | Gatehring information by questionnaire either face to face or not face to face |
| List reduction | elimination or combination of ideas generated during brainstorming |
| Balance sheets | Mark a colmn pro's and another con's to allow memeber to elaborate on the positive and negative aspects of the idea, solution, or answer |
| Criteria rating forms | Group is able to look at several ideas and compare them against the same crietria |
| Weighted voting | Alows all members to voice their opinion without the group having to reach an agreement. Votes can be cast all for one idea or spread over different ideas |
| Paired comparisons | Members look at ideas side by side and evaluate them against one another |
| Cause-and-effect analysis | Tool used analyze data collected as it graphically illustrates the causes and effects in a fishbone pattern |
| Force-feild analysis | Identify the aspects which help solve the problems and those that stand in the way of the solution |
| Historgrams | Type of bar graph that is an effective way to visually display information |
| Pie charts | Charts that can display causes and effects, fluctuations, or changes over certain periods of time |
| Cost-benefit analysis | Estimates the costs and benefits of possible solutions |
| Flowcharts | The steps in a project are charted in the order in which they will be done |
| Gnatt charts | Shows the order in which segments of a project must be completed and which segments need to be completed before the next can begin |
| PERT | Program Evaluation and Review Technique |
| PERT Charts | Charts a projects path and the steps along the path |
