3.2.7 GLOSSARY

Facilitator: A facilitator is someone who skilfully helps a group of people understand their common objectives and assists them to plan to achieve them without taking a particular position in the discussion. The facilitator will try to assist the group in achieving a consensus on any disagreements that pre-exist or emerge in the meeting so that it has a strong basis for future action. The role has been likened to that of a midwife who assists in the process of creation but is not the producer of the end result. (source: en.wikipedia.org/wiki/Facilitator)

Flowchart: Flowchart is one of the seven basic tools of quality control, which also includes the histogram, Pareto chart, check sheet, control chart, cause-and-effect diagram, and scatter diagram. They are commonly used in business/economic presentations to help the audience visualize the content better, or to find flaws in the process. (Source: en.wikipedia.org/wiki/Flowchart)

System analysis diagram: system analysis diagram is a tool for visualizing the process flow of the organization. The diagram helps to identify the links between tasks and work phases in one process or in the operation of the organization.

Customer quality metrics: Quality metric data may be used to: spot trends in performance. compare alternatives. predict performance.
However, organizations should consider the costs and benefits of collecting information for a particular quality metric. collecting data will not necessarily result in higher performance levels. higher quality companies often use fewer metrics than their competitors.
(Source: homepages.stmartin.edu/fac_staff/dstout/MEM650/Ch04%20Metrics.ppt )

Brainstorming: is a group creativity technique designed to generate a large number of ideas for the solution to a pro