Course Catalogues / Courses / Description

Price: 3250 €

• Review the key principles of process improvement
• Understand how to ensure the strategy and customer measures drive the business process measures
• Review the concept of customer loyalty and the Net Promoter Score
• Demystify the various approaches to improving the business process measures and understand when each would apply
• Understand how to apply the improvement methodologies in particular Lean and Six Sigma and thevarious tools that are available
• Understand how these improvement methodologies fit with external standards such as CMMI,Business Excellence, ISO 9000
• Understand implementation challenges and options to mitigate for the organisations

WHO SHOULD ATTEND

General and Senior Management, Strategy Experts, Finance Managers, Business Improvement, Continuous Improvement and Business Excellence Managers

Explanation of Timings:
These times act as a guide and may modify slightly depending on the depth of interactive class discussion and whether assessments are being conducted

Course Program:
This program is a guide and may alter to better address participant requirements on a consensus basis

1. Introduction and Overview of Business Process Improvement • The evolution of continuous process improvement and quality management • Why use continuous process improvement? • The true impact on financial performance for quality focused companies 2. Principles of Business/Continuous Process Improvement • Who is the customer? Internal and external • Measuring the customer experience • Reducing the cost of poor quality • Controlling causes to achieve the desired effect • Managing variation • Stabilising and centring processes • Managing change • Workshop 3. Business Process Management Roadmap • Define key customer requirements and business strategy • Identify core processes • Measure performance of core processes and identify gaps • Improve core processes • Link to balanced scorecard • Workshop 4. Measuring Process Performance • Examining Voice of the customer > Customer segmentation and variation > Customer loyalty (as measured by the Net Promoter Score) versus customer satisfaction • Voice of the process > Stability > Shape > Variation > Centre > Capability • Workshop 5. Improving Processes Using the Lean Toolkit • What is Lean? • How does it work as an improvement tool? • Understanding waste • Methodology and sample of tools used: > Organising the workplace (5S) > Identify bottlenecks and barriers (value stream maps, visual factory, replenishment strategies such as Kanban) > Reduce variation (standardised work) • Example application • Benefits • When to use 6. Improving Processes Using the Six Sigma DMAIC Methodology • Overview of the methodology • Define (practical problem felt by the customer) > Project charter, VOC, process map, change management • Measure (practical problem with many potential causes) > Y measure, process map, measurement systems analysis, sampling, Y analysis (stability, shape, centre, spread, capability) • Analyse (statistical problem with few root causes) > Graphical & statistical analysis for x’s, Design of Experiment (DOE) • Improve (statistical solutions to the root causes) > DOE, brainstorming, change management, solution selection, mistake proofing & risk management, project management, statistical improvement in Y • Control (practical solution felt by the customer) > Process control plans, documentation • Example application • Benefits • When to use

7. Improving Processes Using the Six Sigma DFSS (Design for Six Sigma) Methodology • Define (practical problem felt by the customer) > Project charter, VOC, process map, change management • Measure (practical problem with defined customer & business requirements) > Quality Function Deployment (QFD) • Analyse (practical solutions to solve practical problem and meet requirements) > QFD, process map • Design/Optimise (statistical solution selected) > Pilot/prototype, simulation, DOE, estimated performance • Verify (practical solution felt by the customer) > Implementation, process control plans, documentation • Example application • Benefits • When to use 8. Examining Process Improvement Methodology Variations • Lean Six Sigma • Kaizen • PDCA/PDSA • 8D 9. Relationship Between Process Improvement Methodologies and External Standards • Capability Maturity Model® Integration (CMMI) • Business Excellence frameworks • ISO 9000 quality standard 10. Putting it all Together – Organisational Implementation Challenges • Application strategy > The right roadmap and the right tools • Implementation strategy > The right people > The right projects > The right leadership • Workshop 11. Implementation Planning • Organisational readiness assessment • Process maturity assessment • Workshop 12. Case Study Examination • A look at how different organisations have implemented business process improvement and the challenges faced

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