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About the course
Prerequisite course required:
Before taking this course, registrants must complete Business Process Improvement Using Lean Six Sigma and Performance Metrics.
Service industries are different. Insurance, banking, information technology, and health care are just a few of the many fields in which companies face a unique set of service-oriented process improvement challenges. When they aren’t properly addressed, these challenges can easily derail processes and create external and internal frustration and dissatisfaction. This course provides special tools and techniques that professionals in service industries can use to improve complex business systems in their organizations. Special attention will be given to how to create organizational buy-in for continuous improvement, and how to integrate Lean concepts and Kaizen with the traditional Six Sigma data driven problem solving approaches used in the DMAIC methodology.
How You Will Benefit
- Focus on removing the idle time, wait time, or “white space” that plagues transactional activities between processes
- Manage bottlenecks, buffers, and the slowest activities in a process
- Identify and reduce hidden wastes that lead to frustrated stakeholders and inefficient processes
- Model and better predict staff and resource levels needed to reach customer satisfaction thresholds
- Recognize different types of wait line problems and apply spreadsheet models to understand and remove their root causes
- Use research-based methods to increase buy-in for improvement initiatives
Day 1 - Lean Six Sigma for Service Industries
- Using Lean Six Sigma in service: the compelling business case for LSS, relationship of capacity and flow, time-based metrics, value stream mapping, cost of quality
Day 2 - Advanced Tools
- Optimizing wait lines: psychological factors that affect waits, Little’s Law, modeling wait lines using software, applied case analysis of wait line problems
- Using visual tools in service based improvement efforts: Spaghetti motion diagrams, CEDAC (cause and effect diagrams with addition of cards)
- Kaizen events in service environments detailed: project selection and team leader preparation, the worker-empowered event in detail, post-event monitoring and closure
FIRST DAY - Includes breakfast, lunch, breaks and dinner
- Check-In and Breakfast 7:30 a.m. - 8:15 a.m.
- Course 8:15 a.m. - 5 p.m.
- Dinner 4:30 p.m. - 10 p.m.
LAST DAY - Includes breakfast, lunch and breaks
- Breakfast 7:30 a.m. - 8:15 a.m.
- Course 8:15 a.m. - 5 p.m.
- Dinner 4:30–10 p.m
Who should attend
Managers struggling with frustration and complex business systems, business professionals working on increasing productivity and efficiency while still managing costs and customer experiences, process improvement and continuous improvement professionals, project managers, business analysts and IT architects, quality, compliance and audit professionals.
Trust the experts
Scott Converse is the director of project management and process improvement programs for the University of Wisconsin-Madison's School of Business. In addition, he developed and directs the Technical Leadership certificate series, a collaborative effort between the College of Engineering and the ...
Carl is the director of corporate and institutional education with the College of Engineering at the University of Wisconsin. In this role, Carl is responsible for bringing the resources of engineering professional development to businesses, government agencies, and other professional organizatio...