Measuring and Improving Processes: How to Create Better Member/Customer Experiences and Build Long-term Relationships

May 1, 2018 - May 2, 2018 | 9:00 am - 4:00 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 for your organization.  This seminar will arm you with tools and strategies that are fundamental to Six Sigma and other proven performance improvement methodologies.  You will learn how to 1) Identify customer requirements; 2) Measure process performance; 3) Determine root cause of business challenges; 4) Deploy process improvement strategies.

Program Benefits

You Will Learn How to:

• Measure and analyze process performance
• Construct histograms, control charts and other practical Six Sigma tools
• Determine what level of quality your process is capable of delivering
• Identify the root causes that prevent your team from its achieving full potential
• Evaluate and apply process improvement alternatives
• Develop results-oriented process improvement solutions

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

Contact

Sally Vescolani

vescolan@msu.edu

517.353.5661/800.356.5705

Cost

$1295 – includes continental breakfast, lunch and course materials

$995 – early bird discount (register by March 27, 2018)