Lean Six Sigma Overview
Standard course duration: 8 hours
Upon completion of this course participants will have learned basic concepts and fundamentals of Lean Six Sigma and the benefits it provides. Participants will have enough background information to decide if this approach is beneficial to their organization.
Business Process Analysis and Improvement
Standard course duration: 40 hours
Upon completion of this course participants will have acquired skills and their application to the company’s business processes. Processes selected for the course will be analyzed and improved.
Measuring Organizational Performance
Standard course duration: 40 hours
Upon completion of this course participants will be able to design and implement various measurements in selected operational areas, departments, and business units. The company’s performance criteria and objectives will be used in the course to provide a practical application of the acquired knowledge.
Voice of the Customer (VoC) – Standard
Standard course duration: 24 hours
This course develops participant’s customer service skills through recognizing and dealing with the customer’s emotions, using listening and questioning skills, and presenting information to satisfy customers. Participants will learn to create rapport with any customer or co-worker, and work toward positive outcomes. Value-Based Customer Service is designed for participants to actively participate with peers in the training workshop. This training program encourages participants to improve their knowledge and skills by integrating work-related situations into the workshop.
This will be accomplished by identifying Customer Service excellence through achieving the following objectives:
• Doing a Customer Service Analysis
• Identifying “Blocks” to Excellent Customer Service
• Identifying Key Customer Service Skills
• Recognizing the Customer’s Emotional Level
• Identifying Positive and Negative Listening Responses
• Using Questions to Gather Information
• Presenting Information to Satisfy Customers
• Developing Effective Language
• Dealing with Anger and Other Negative Emotions in Customers
• Determining Your Level of Empowerment with Customers
• Using Effective Telephone Skills
Upon completion of this course participants will have learned how to build trust and encourage repeat business; increase customer satisfaction from internal and external customers, deal with dissatisfied customers; and determine what customers really want and how to meet those needs.
Voice of the Customer (VoC) – Product Development
Standard course duration: 16 hours
Upon completion of the course, participants will have learned how to design a process to effectively access the VoC in their business environment and how to use the resulting data as feedback to the design process to ensure that products and services meet customer requirements and that customer complaints are converted into improvement opportunities.
Six Sigma DMAIC Problem Solving
Standard course duration: 24 hours
The course teaches how to develop concise and specific problem definitions; develop measurements related to the product or process performance; and how to identify, gather and edit data relevant to the problem’s cause. Next, the course teaches a variety of Six Sigma problem solving tools, such as bar chart; check sheet; flowchart; histogram; line graph; list reduction; matrix; Pareto diagram; pie chart; control plan and chart, cause-effect diagram, normal distribution, and dot plot. It also teaches the steps to effective implementation planning and methods for controlling the results of implementation through documentation and follow-on observation.
Upon completion of this course, participants will have learned the DMAIC problem-solving methodology and its application to problems from their work environment.
Six Sigma Data Analytics Workshop
Standard course duration: 16 hours
Six Sigma projects are data-focused and statistics-driven. The ability to effectively extract, analyze, and present data often determines the success of a Six Sigma project.
This workshop format course presents a variety of data analysis and visualization tools applicable throughout the project life cycle including planning and progress tracking, statistical data analysis, data reduction, flow-charting, and data comparison and presentation. Participants will learn and apply specific functionality of data analysis and presentation development tools including Microsoft Excel, PowerPoint, and Project; and their application to Six Sigma projects.
Upon completion of this course, participants will have learned a variety of data analysis tools and their application to their specific projects.
Six Sigma Sales Effectiveness
Standard course duration: 24 hours
This course looks first at the company’s current sales process, using a proven process analysis methodology to understand different aspects of the current process – its ability to meet requirements, process steps and flow, resource drivers, timing, quality, and efficiency – and identify problem areas. Next, the analysis looks at the current interfaces between the sales process and other company processes that are either internal suppliers of information to it, or internal customers of information from it and again identifies problem areas. Finally, the class develops recommendations for improvement to create the future state of the process, one that meets the expectations of its customers and consistently achieves desired outcomes.
Upon completion of this course participants will have learned their sales processes strengths and weaknesses and a methodology for process improvement and they will have integrated the two in a recommendation for process improvement.
Six Sigma Green Belt
Standard course duration: 40 hours
The major topics include:
- History and Background of Lean Six Sigma
- Integration of Six Sigma and Lean Enterprise
- Effective Project Selection and Sizing
- Process Capability & Process Performance
- Process Control Charting
- Basic Statistical Tools
- Control Charts
- Lean Six Sigma Quality Level
- Lean Six Sigma Metrics
- Team Dynamics
- Project Management
- Performance Measurements
- Design of Experiment
- Project Closure
Upon completion of this program participants will demonstrate enhanced skills in areas such as:
- Communicating the benefits of Lean Six Sigma as a business strategy across the organization
- Integrating Six Sigma with Lean Enterprise, Theory of Constraints (TOC) and other improvement methods
- Applying the DMAIC (Define, Measure, Analyze, Improve, Control) Improvement process
- Selecting successful Lean Six Sigma projects and project teams
- Planning and executing projects
- Significantly increasing profitability through Lean Six Sigma projects
- Selecting the right statistical tools
The program will feature, as a conclusion, the testing of all participants and the certification of all passing participants as a certified Green Belt professional.