Measuring & Improving Processes

How to Move Toward Six Sigma Performance

A Two-Day Seminar

Credits: 14 PDUs/CDUs

Using Data to Improve Performance

Think about it, all performance improvement methodologies (PDCA, Six Sigma, TQM, reengineering, etc.) have four elements in common:

  1. Customer Requirements
  2. Process Maps and Measures
  3. Data/Root Cause Analysis
  4. Improvement Strategies

Improving processes begins with the customer, be it internal or external. Understanding which customers and which requirements are most critical to your business determines which processes should be improved and which measures are most meaningful. Before relying on advanced Six Sigma techniques, significant process learning can be achieved using tools such as trend charts, Pareto charts, histograms and fishbone diagrams. These tools and other techniques included in Measuring and Improving Processes will enable you to use the right data to craft the right solution to improve performance.

Who Should Attend

  • Manager of Administration, Operations or Manufacturing
  • Process Owner, Manager or Analyst
  • Functional or Project Manager
  • Member of a Process Improvement Team
  • Anyone actively involved in your organization’s process or quality improvement efforts

What You Will Learn

  • Identify critical customer needs and process outcomes
  • Identify critical process “pulse points”
  • Measure and analyze process performance
  • Determine what level of quality your process is capable of delivering
  • Recognize trends in performance
  • Identify the factors that limit quality, slow service time and increase costs
  • Understand variability and how it drives your improvement tactics
  • Evaluate and apply process improvement alternatives
  • Develop results-oriented solutions that will yield improved business results

Seminar Outline

I. The Customer First

  • Who are your key customers?
  • What are their most important expectations?
  • Performance versus expectations
  • Kano Model
  • Getting/validating customer requirements
  • Service and product quality characteristics

II. Measuring Process Quality

  • How my customers measure quality
  • How I measure quality
  • Determining 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
  • Understanding variation
  • the Control Chart
  • Root cause analysis
  • the Scatter Diagram
  • the Fishbone Diagram

IV. Your Improvement Strategy

  • Analyzing process flowcharts
  • Improvement alternatives
  • Identifying “quick hits”
  • Options and consequences
  • Benchmarking
  • Process Redesign
  • Did we meet the goal?