Measuring and Improving Processes

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

The James B. Henry Center for Executive Development

The growing number of confirmed novel coronavirus cases in our state and nationally coupled with the multitude of K-12 school closings will cause many of you added strain in the coming days and weeks. In an effort to keep you, your fellow participants and our faculty/staff safe during the ongoing, global pandemic, we have decided to postpone this program until Fall 2020. We have rescheduled the program for 11/10/20 – 11/11/20. If you are unable to attend during the newly scheduled dates, please contact our office at 517-353-5661 and we will be glad to work with you. Please take the time you need to respond to us regarding the fall dates. We acknowledge and respect that your time is best spent managing your work and your personal lives right now. We hope you will be able to respond to us no later than June 15, 2020.

Program Overview

Using Six Sigma Tools to Improve Business Results

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

Measuring and Improving Processes: Using Six Sigma Tools to Improve Business Results 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

  • Identify your key customers
  • Use the Kano Model to determine customer expectations
  • Measure performance against expectations
  • Collect and validate customer requirements

II. Measuring Process Quality

  • Identify how my customers measure quality
  • Identify how my organization measures quality
  • Determine upstream and downstream pulse points
  • Collect data using the Check Sheet
  • Evaluate data using the Trend Chart
  • Set Targets

III. Analyzing Performance

  • Identify and prioritize issues using the Pareto Chart
  • Determine if processes are stable, capable, and flexible using Histograms and Process Distributions
  • Understand variation by determining common cause vs. special cause
  • Manage variation by using the Control Chart
  • Analyze root cause with the Scatter Diagram and the Fishbone Diagram

IV. Your Improvement Strategy

  • Analyze process flowcharts
  • Identify improvement opportunities
  • Identify “quick hits”
  • Determine options and impact
  • Benchmark



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