Measuring and Improving Processes

April 15, 2020 - April 16, 2020 | 9:00 am - 4:30 pm

The James B. Henry Center for Executive Development

Program Overview

Six Sigma performance is a worthy, albeit expensive, business goal. Fortunately, it is not an all-or-nothing proposition. This seminar will arm participants with tools and strategies that are fundamental to Six Sigma and other proven performance improvement methodologies.

Measuring and Improving Processes is part of the Business Process Management Certificate Series, and it can be taken as a stand alone program or as part of the BPM sequence.

Program Benefits

In this program participants will learn how to:

  • Identify critical process “pulse points”
  • Measure and analyze process performance
  • Construct histograms, control charts and other practical Six Sigma tools
  • Determine what level of quality an organization’s process can deliver
  • Identify the root causes that limit quality, slow service time and increase costs
  • Evaluate and apply process improvement alternatives

Program Outline

I. The Customer First

  • Who are your key customers?
  • What are their important expectations?
  • What is your performance against those expectations?
    • Kano Model
  • Getting/validating customer requirements

II. Measuring Process Quality

  • How my customers measure quality
  • How I measure quality
  • Determining upstream and downstream pulse points
    • Collecting data – the Check Sheet
    • Evaluating data – the Trend Chart
  • Setting Targets

III. Analyzing Performance

  • Identifying issues – Pareto Analysis
  • Histograms and process distributions
    • Is the process stable, capable, flexible?
  • Understanding variation
    • Common cause vs. special cause
  • Using variation to manage – the Control Chart
  • Root cause analysis
    • the Scatter Diagram
    • the Fishbone Diagram
  • Overview of tools

IV. Your Improvement Strategy

  • Analyzing process flowcharts
  • Improvement alternatives
  • Identifying “quick hits”
  • Options and consequences
  • Benchmarking
  • Process Redesign



$1,295 – includes continental breakfast, lunch and course materials