These techniques provide employees with an objective tool to identify causes of prob- lems and potential solutions. These techniques include process flow analysis, cause and effect diagrams, Pareto charts, control charts, histograms, and scattergrams. Process flow analysis each action and decision necessary to complete work, such as waiting television set Process-flow analy sis is useful for identifying redundancy in processes that increase manufacturing or service time. For example, one business unit at Owens-Corning was able to confirm that customer orders were error-free only about 25 percent of the time(an unaccept- able service). improve the service level, the unit mapped out the process to identify bottlenecks and problem areas. As a result of this mapping, one simple change(installing an 800 number for the fax machine) increased overall accuracy of orders as well as transaction speed.