Curriculum for LSSGB for Service | Engineering | Global Outreach and Extended Education

Class	Learning Concepts.	Phase
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
20	Final Exam	Exam