1. Quality Tools New Magnificent 7

2. 7 Mgmt. & Planning Tools u Affinity Diagrams u Interrelationship Digraphs u Tree Diagrams u Matrix Diagrams u Matrix Data Analysis (Prioritization Matrix) u Process Decision Program Charts (PDPC) u Arrow Diagrams

3. Affinity Diagram Customer Value Work Environ. Customer Service ROI Technology Product Innovation Low Price Low Maint. High Quality Motivated Empl. Teamwork Employee Growth Reponsive Tech. Support Quick Delivery Courteous Orders High ROI Low Costs Growth in Value Constant InnovationUnique Products Small Light Designs Innovative features

4. Interrelationship Digraph Customer Value Work Environ. Customer Service ROI Technology Product Innovation

5. Tree Diagrams Timely Closings Communication Effective Service Loan Products Timely & Accurate Status Rpts Notification of Industry Changes Consistent & Accurate Information Mutual Job Understanding Modem link between computers Reliability Flexibility Prior Approvals Expeditious Process Buyer Orientation Professionalism Innovation Flexibility of programs Diversity of programs Competitive rates

6. Matrix Diagrams Actions Goals Improve Improve Develop Work Env. Technology New Products Cost Effectiveness High Quality Shareholder Value Strong Relationship Medium Relationship Weak Relationship

7. Matrix Data Analysis Importance Best Competitor MicroTech Requirement Weight Evaluation Evaluation Difference Price.2 6 8 +2 Reliability.4 7 8 +1 Delivery.1 8 5 -3 Tech. Support.3 7 5 -2

8. Process Decision Program Charts Goal Actions Steps What Ifs Corrections New Comp. Assess NeedsConfigur Sys.Train Users Trn SessionTrn ManualSched. Trn. Short Staff OvertimeTemporary No Time External Trn.

9. Arrow Diagrams Needs Analysis Config. System Request Bids Training Prep. Schedule Trning. Purchase Equipment Install System Train Users

10. Break Time