Course Outline

Day 1

The challenges from Today's services Industry

• Different types of challenges
• Lacking element in Existing service management strategy
• Lean Six Sigma's answer to these challenges

What is Lean - A Detailed Overview

• Lean and It's evolution from Toyota Production System
• Lean and Its Continuous Process Improvement Cousins
• Focus of Lean on Mudas (Wastes)
• 7 Mudas
• Pros and Cons of Lean Method
• Value Stream Management (Value, Non Value Added activities)
  

What is Six Sigma - A Detailed Overview

• Why Six and Why Sigma
• Variation and Six Sigma (Ys and Xs)
• Various Approaches (DMAIC/DFSS) - When and Why
• Green Belts, Black Belts .... - What it is all about

Using Lean Six Sigma for Strategic Advantage in Service

• The ROI of Lean Six Sigma for Service
• Listen and learn from some Success Stories

Seeing Services Through Your Customers’ Eyes

• Use of Voice of Customers (VOC)
• Strategic business decisions
• Product/service evaluation and design
• Process improvement and problem-solving
• Shaping Job Descriptions and Skill Set

Day 2

Lean Tools & Techniques

• Value stream Tools
• Flow and Pull Tools
• Perfection Tools
• Management Tools

Six Sigma Tools & Techniques

• 8 QC Tools
• Other SPC Tools
• Introduction to DMAIC and using DMAIC to improve Service Processes
• Introduction to DFSS

Deploying Lean Six Sigma in Service Organisations

• Phase 1: Readiness Assessment
• Phase 2: Engagement (Creating Pull)
• Phase 3 : Mobilisation
• Phase 4: Performance & Control

Designing World-Class Services using DMEDI

• Define, Measure, Explore, Develop, Implement

Wrap-up and Award Presentation