Thanks in part to groundbreaking work by companies such as Apple and IDEO, there has been growing interest in design as a way to improve the odds of new product success. This paper describes a user-centered design workshop developed for a new product marketing course. The workshop included exercises designed to explain and illustrate the…

The University of Kansas experience in applying Total Quality Management methods illustrates how use of flow charts can reduce substantially the time spent on a complex data-collection and reporting process. Although flow chart construction can be time-consuming, it is a systematic way to uncover sensible solutions with significant payoffs. (MSE)