TPMG The Performance Management Group LLC

Transcription

1 TPMG The Performance Management Group LLC THE LEAN SIX SIGMA SERVICE EXCELLENCE BLACK BELT CERTIFICATION PROGRAM Achieving Service Excellence with Winning Performance Improvement Techniques! 1

2 TPMG The Performance Management Group Lean Six Sigma Service Excellence Below is a brief overview of some of the content of the 80 hour Lean Six Sigma Service Excellence Program. The program, its content, exercises and instruction are designed for service organizations such as: Call Centers, Banking and Financial Services, Telecommunications, Insurance, Healthcare etc The basis of the program is derived from three specific areas: 1) The American Society of Quality s Lean Six Sigma. 2) The isixsigma.com Lean Six Sigma. 3) Over 17 years experience and feedback from the TPMG LLC client base. The program qualifies for 65 Professional Development Units (PDUs) from the Project Management Institute (PMI) - excluding project time; as well as 6.5 continuing educational units (CEUs) from many professional societies. Each candidate will be provided with a software package, a 400+ page instructional manual along with additional instructions for the use of the software package. The program includes much more than listed. Should you have any additional questions, please contact TPMG Educational Services at or write us at info@helpingmakeithappen.com. 2

3 The Roots of Six Sigma The origin of six sigma and the tools used in operational excellence. The definition of productivity. The nature of quality and its effect on productivity. The costs of poor quality. An introduction to systems thinking. The value proposition of quality improvement. Understanding Performance Variation Understanding and studying performance variation in the delivery of services. Differentiating between common cause variation and special cause variation. Demonstrate how to account for performance using metrics. Defining, analyzing and interpreting measures of central tendencies: mean, median and mode. Analyze process performance using special cause rules. Use appropriate actions to address each type of variation in process performance. Process Design and Management Understanding properties of a well designed process management system. Understand and analyze process elements and boundaries. Identify process owners, internal and external customers and other process stake holders. Traditional flowcharting. The SIPOC process. Requirements based process mapping. Differentiating functionally focused operations from process focused operations. Voice of the Customer Why focus on customer loyalty. Properties of a well designed customer loyalty model. How to assess the voice of the customer. Customer needs assessment - quality function deployment. 3

4 Six Sigma Analytical Tool Set Check sheets and data sheets for data collection. Using histograms to measure and compute central tendencies and dispersion. Using cause and effect analysis to examine the factors that effect process performance. Using scatter diagramming to test for possible cause and effect relationships. Correlation and simple linear regression analysis. Using Pareto analysis to prioritize factors, identify the most significant causes of an issue or an effect, and understand how different units of comparison can effect prioritization. Process capability analysis. Failure modes and effects analysis. Statistical Process Control for Service Organizations Establishing performance metrics. Understanding the object, purpose, and benefits of SPC. Define and apply the principle of rational sub-grouping and sampling. Identify, select, construct and apply control charts for process measurements. Six Sigma Project Teams Establish, support and facilitate lean six sigma teams to resolve operational issues. Team roles and responsibilities. Conducting project team meetings. The stages of team evolution. Team Dynamics and People Skills Team dynamics. Consensus building. Group think. Understanding and managing change. Data Collection Techniques Data collection planning. Data collection methods. Calculating valid sample sizes. 4

5 Management by Fact Structured Approach to Root Cause Analysis and Defect Reduction Defining Six Sigma. Evaluating sigma process performance. PDCA Deming approach to improvement (overview). Antecedents of Six Sigma creating the right conditions. DMAIC Six Sigma approach to root cause analysis and defect reduction. Establishing an Operational Excellence Program Attributes of an effective performance excellence program. Focus on core processes. Integrating measurements. Addressing value added and non value added tasks. Establishing performance targets. DMAIC. Lean Fundamentals for Service Companies Lean thinking. Value defined: value creation and value added. Muda ( 無駄 ) waste, waste, waste Value stream mapping. Theory of constraints, work balancing, takt time, theoretical maximum performance. 5S getting your service house in order. Quantitative Business Analysis (Inferential Statistics) Basic statistical concepts. Confidence intervals. Hypothesis tests tests of significance. Analysis of variance. Chi square goodness of fit test. Multiple regression analysis. The Balanced Scorecard Strategic Management System The strategic planning process. Situational (SWOT) analysis. Strategic analysis and conclusions. Managing strategy. Principles of a strategy focused organization. The balanced scorecard. Creating a balanced scorecard. 5

6 Benchmarking for Continuous Improvement Benchmarking defined. The generally accepted benchmarking best practices. Critical evaluation of core processes. Discovery. Implementation. Monitoring and evaluation. Financial Impact Analysis The cost of poor quality. Activity based cost management. Cost benefit analysis. 6