A Problem-Solving Process that Really, Really Works  

Under the auspices of Hayes Quality Program we were introduced to a problem-solving process that really works for us. It gives writers (or anyone!) a truly objective means for addressing and resolving problems, issues, confusions, inefficiencies, and other stumbling blocks in the documentation development process. It also teaches one to remove the personal from the problem, and focus on root causes versus individual fault. I will walk participants through the step-by-step methodology by which the problem-solving process works, demonstrate how to apply the process to a specific documentation problem, and provide a hands-on exercise.

Jandel-Leavitt, Juliette. STC Proceedings (1995). Articles>Documentation>Methods

TQM Case Study: Time-Cost-Productivity Improvements for a Documentation Department  

This data- and process-driven presentation describes how Total Quality Management (TQM) saved a company $2-to-$3 million in printing costs over a four-year period, reduced cycle time by fifty percent, and increased productivity three hundred percent.

Jandel-Leavitt, Juliette. STC Proceedings (1995). Articles>Documentation>Management