I’ve attended CI (Continuous Improvement) training included two methods which are ACE(Air Products Cause and Effect and CI sub process Mapping and waster analysis). ACE event is to clearly identify a problem, set improvement targets, identify causes of problems, identify and plan actions for improvement and visually track the progress. Mapping is a focusing tool to see the waste in a process and seeing the value added and non value added steps. Waste Analysis is a means to quantify the waste.
So, I have participated in two CI events (Continuous Improvement) for defining root cause / solution to achieve Billing Complaint Resolution Time and reduce number of cancelled billing document.