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Curriculum for LSSGB for Service

 

ClassLearning ConceptsPhase
1

Program Overview

  • Welcome and classroom housekeeping
  • Introduction to the program, critical dates and deliverables

Fundamental Concepts

  • Defining Customer Service
  • Service Operations Management
  • The Perception of Good

Strategy Alignment With Improvement Activities

  • Vision/Mission/Goals/Objectives
  • BOPI Model
  • Organizational Awareness
  • Core Beliefs

Value

  • Defined

Improvement Methodologies And Comparison

  • Total Quality Management
  • Theory of Constraints
  • Lean
  • Six Sigma

Improvement Culture / Service Culture

  • Defined
  • Characteristics of each

Customers

  • Identifying your customers
  • Internal vs. external customers
  • Defining your customers
Foundational Concepts
2

Customers

  • Identifying your customers
  • Internal vs. external customers

Defining your customers Process vs. People Issues

  • Process demonstration
  • Employee non-performance
  • Process non-performance

Deterministic Reasoning

  • Critical Characteristics
  • The Pareto Principle
  • Leverage and the vital few vs. trivial many
Selecting A Project For This Certification Program
Foundational Concepts
3

Introduction To Lean Concepts

  • What is Lean
  • Value
    • Defined
    • Value types
    • Value stream
    • Standard work
    • Continuous flow
    • Pull
    • Seek perfection
    • The 8 Wastes of Lean

Introduction To Six Sigma

  • What is Six Sigma
  • Sigma levels and impact on operations
  • DMAIC Methodology
  • Defects and defect opportunities
  • The cost of poor quality
  • Variation and centering
  • Six Sigma practitioners
Class Tollgate
Foundational Concepts
4

Define Phase Overview

Launching The Project

  • Project selection
  • Selecting the project team
  • Chartering a Project
    • Problem Summary
    • Goals / Desired Outcomes (Including SMART Goals)
    • Business Case
    • Costs
    • Phase Completion Dates
    • Scope Statement
    • Team Member Roles And Responsibilities
    • Stakeholder Analysis
Define
5

Variables – The CTX’s

  • Critical To Quality (CTQ)
  • Critical To Process (CTP)

Gathering The CTX’s

  • Voice of Customer (VoC) vs. Voice of Process (VoP)
  • Collecting VoC data
  • Surveys and survey methods (overview)
  • Translating VoC into CTQ’s and needs

Categorizing and prioritizing information

  • Structure tree
  • Affinity diagramming
  • Kano analysis
  • Pareto charts
Define
6

Process mapping

SIPOC-R

Define
7

Process Time And Efficiency

  • Lead Time and Little’s Law
  • Process Cycle Efficiency (PCE)
  • Cycle Time
  • Processing Time
  • Processing Time Efficiency
  • Takt Time

Value Stream Mapping

Define
8

Introduction To Process Measures

Streamlining A Process

  • High complexity / unnecessary steps
  • Hidden processes
  • Repetition
  • Delays
  • Batch processing
  • Bottlenecks
  • Rework
  • Variable steps that impact results
  • Decision points
  • Disconnects / communication failures

Improving The Workplace

  • 5S Method
  • Visual workplace controls
Classroom Tollgate
Define
9

Measure Phase Overview

  • Measurement defined
  • Why we measure
  • Metrics vs. measures
  • Metrics and decision-making
  • Translating CTQ’s into metrics

Selecting good metrics Operational Definitions

  • Data Collection
  • Populations and samples
  • Data collection tools
  • System measures

Collecting Data

  • The Hawthorne Effect
  • Data collection plans
  • Preparing to collect data

Launching the data collection

Measure
10

Making Sense Of The Data

  • Graphing data
  • Special use graphs
    • Pareto charts
    • Scatterplots
    • Histograms

The Role of Probability

  • Basic Probability
Adding and multiplying probabilities
Measure
11

Variation

  • Common cause
  • Special cause

Basic Statistics

  • The normal curve
  • The human histogram
  • Central Limit Theorem
  • Descriptive statistics
Measure
12

Defects And Sigma Level

  • Defects and sigma level defined
  • Defect opportunities
  • Calculating sigma level using DPU, DPO, DPMO

Yield

  • Final yield
  • First pass yield
  • Throughput yield
  • Rolled throughput yield
  • Normalized yield and calculating sigma level
Class Tollgate
Measure
13

Analyze Phase Overview

Root Cause Analysis Tools

  • Process map analysis
  • Force-field analysis
  • The 5 Whys
  • Cause and effect diagrams
  • Cause and effect matrix
  • Inter-relationship analysis

Identifying Valid Root Causes

  • Control / impact matrix
  • Graphical variable assessment

Comparing Datasets

  • Confidence Intervals
  • Hypothesis Testing
  • Correlation Analysis
Analyze
14

Opportunity Assessment

  • Cost of poor quality

Measureable benefits Solution Options

  • Streamline Existing Process
  • Standardize Processes
  • Address Specific Root Causes
  • Develop New Processes

Eliminating Waste From The Process

Addressing Complexity In A Process

Addressing Interruptions To Process Flow

Class Tollgate
Analyze
15

Improve Phase Overview

Brainstorming Solutions

  • Approach and guidelines for brainstorming
  • Brainstorming methods
    • Silent Brainstorming
    • Altered Position Brainstorming
    • Mind Mapping
    • Reverse Brainstorming
    • Different Point Of View
    • No Limits
    • Brain Writing
    • Work Backward From The End State
Improve
16

Narrowing Down Potential Solutions

  • Multi-Voting / Dotmocracy
  • Modified Cause & Effect Matrix
  • Pugh Decision Matrix
  • Borda Count Voting
  • Design Of Experiments

Robust Processes

  • Robust Design Overview
  • Poka-Yoke Methods
  • Risk Assessment With Failure Mode Effects Analysis (FMEA)

Modeling Solutions

Piloting And Selecting Solutions

Cost/Benefit Analysis

Developing New Processes – Designing For Six Sigma
Improve
17

Developing A Work Breakdown Structure

  • Identifying tasks
  • Estimating task times

Resource Allocation And Balancing

Costs

Class Tollgate
Improve
18

Control Phase Overview

Documenting The Final Process

  • Why Documentation Is Important
  • What To Document
  • Documenting Procedures

Create Control And Response Plans

  • Control Plans
  • Response Plans

Create And Provide Training / Training Plans

Communicate The Plan

Monitor The Critical X’s

Control Charts And Statistical Process Control

Statistical Process Control

  • Control Charts In Measure
  • Defining ‘In Control’
  • Within & Between Group Variation
  • Group & Process Variation
  • Control Limits
Control Vs. Specification Limits
Control
19

Control Chart Zones

Control Charts

  • What Control Charts Do
  • Chart Types – Attribute Charts
  • Chart Types - Variable Charts

Selecting Control Charts

Control Charts Types

  • P-Chart
  • C-Chart
  • U-Chart
  • X - R
  • X - S
  • Individual Moving Range (I-MR)

Signs A Process Is Out Of Control / Control Chart Patterns

Capability Study

Closing The Project / Celebration

Class Tollgate

Control
20Final ExamExam