Encl. (1) COMDTINST 5224.9A
Glossary
Benchmarking: Comparing your process with the best in class so you can rapidly improve.
Challenges: Events, new tasking, or other forces which require reprioritization, refocusing of effort
or realignment of resources to satisfactorily respond.
Common Cause: A source of variation that is always present; part of the random variation inherent
in the process itself.
Control Chart: A graphical representation showing the types of variation in a measured process.
The average variation, upper control limit (UCL) of variation and lower control limit (LCL) of
variation are shown and points outside these control levels indicate possible "special causes" of
variation. These special causes must be corrected to bring a process into statistical control.
Control Limits: Lines on a control chart indicating presence of abnormal variation due to special
causes (Upper Control Limit and Lower Control Limit). Generally speaking, when measured
values fall within these two lines, the process is experiencing only normal variation and any effort
to reduce that variation will require a change in the process itself.
Cycle Time: Time it takes one unit of product or service to move from start to end point of your
process. A measure of efficiency.
Customer requirements: Customer needs, wants or expectations that a product or service must
satisfy.
Customers: People who receive your process outputs; can be internal or external to the process.
The reason your organization exists.
Data: Numerical facts and figures which contain information needed to make fact-based decisions.
Effectiveness Measures: Provides information on how well you are meeting customer
requirements. The two primary Coast Guard effectiveness measures are customer satisfaction and
on time delivery.
Efficiency Measure: Provides information on how well you are meeting your customer
requirements with minimum use of resources. The two primary Coast Guard efficiency measures
are cycle time and waste.
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