| 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-by-step 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 main idea. |
| Conclusion | Summarizes the main point of the presentation. |
| 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 |
| Continuous | 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 agreed-upon customer |
| 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 uses in his or her business or profession |
| 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 think of them |
| Brainwriting | write ideas on a slip of paper, exchange slips, and build on the idea they receive |
| Checksheets | record of the information by category |
| Interviewing | gathering information from individuals in person or over the phon |
| Surveying | gathering 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 column pro’s and another con’s to allow members 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 criteria |
| Weighted voting | allows all members to voice their opinion without the group having to reach an agreement. Votes are 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 to analyze data collected as it graphically illustrates the causes and effects in a fishbone pattern |
| Force-field analysis | identify the aspects which help solve the problems and those that stand in the way of the solution |
| Histograms | type of bar graph that is an effective way to visually display information |
| Pie charts | data is displayed as sections or slices of a pie |
| Time 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 |
| Gantt 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) charts | charts a project’s path and the steps along the path |
