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Process Improvement

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This workshop is for individuals or teams who are concerned with increasing quality, efficiency and customer satisfaction through system and process improvements. The workshop provides basic skills and detailed knowledge of process analysis from customer survey through implementation of process improvements.

Improving processes is the single most effective approach to satisfying your customers, external and internal, through improving quality, reducing delivery time and lowering costs. Potential short-term and long-term gains in all facets of your business are enormous.

This 2-day workshop is designed around participation in a realistic simulation of a production process from customer orders to delivery. The workshop begins with the participants as employees of the simulated “company.” Their initial attempt, and predictable failure, to produce a quality product and satisfy their customer is then analyzed by the participants using Process Improvement methodology. The simulation is conducted again, using pre and post metrics to document improvements in quality and delivery times. The simulated “company” produces a “soft” product and incorporates both administrative and production processes.


Participants will gain the ability to be able to:

  • Apply a multistep, structured approach to process analysis
  • Use analytical tools such as Pareto analysis, fish-boning (Ishakawa diagrams), flowcharting and others
  • Describe the benefits of “pull” vs. “push” operations
  • Apply process improvement techniques to production, administrative and service functions
  • Describe the benefits of process improvement in terms of reduced cycle times, process variability and non-value added steps
  • Identify the benefits of a “process driven” operation vs. a “product driven” one
  • Apply the principles of understand, document and simplify to solve problems rather than “fix” them
  • Focus on satisfying your internal and external customers



Individuals or teams who are concerned with increasing quality, efficiency and customer satisfaction through system and process improvements.


This course has no prerequisite.


You will receive a course binder containing a copy of the presentation slides.


Participation in a realistic simulation of a company operation

  • carrying out a complete cycle from customer order to production of the “product,” to delivery to the “customer”


Analysis of the simulated operation

  • determine specifically why the quality and delivery requirements were not met


Discussion of the need to document and understand the existing processes before attempting to simplify them

  • Flowcharting the “should be” vs. “the “as is” to identify unnecessary, non-value added steps
  • Using metrics to baseline existing processes


Applying a 10-step structure approach to identify and analyze “trouble spots” in a process

  • Conducting a customer survey
  • Using specific tools, i.e., Pareto analysis, brainstorming, cause-effect analysis and force field analysis
  • Identifying process improvements through experimentation techniques


Rerun of the simulation with recommended improvements installed

  • Analyzing results and comparing metrics to baseline measures to determine extent of improvements
  • Determining why the quality specs were met but delivery time was not
  • Identifying process improvements through experimentation techniques


Discussion of a product-driven “push” operation vs a process and customer-driven “pull” operation

  • Discussing the need for a clear and constant flow of information
  • Demonstrating the effectiveness of a “pull” operation in terms of cycle time, lot size and productivity


Bring it all together in a final run of the simulation in which quality products are produced and delivered on time


course info

Course ID: PM-0114
Course Level: Beginner
Duration: 2 days

upcoming sessions

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PMI Talent TriangleThe following table provides the breakdown of the professional development units (PDUs) for this course aligned with the PMI Talent TriangleTM.

  Tech. Ldrshp. Strat. & Bus.
PMP 2.5 0 11.5
PgMP 2.5 0 11.5
PfMP 2.5 0 11.5
PMI-ACP 2.5 0 11.5
PMI-SP 2.5 0 11.5
PMI-RMP 2.5 0 11.5
PMI-PBA 2.5 0 11.5

The three columns in the above table are Technical Project Management, Leadership, and Strategic & Business Management.

Other Credits

Other professional (re)certification credits are available, including:

  • Certified Business Analyst Professionals (CBAPs) earn 14CDUs (Category 2B)
  • Certified Software Quality Engineers (CSQEs) earn 2 RU
  • CIPS Information Systems Professionals (ISPs) earn 14 Learning Credits
  • CIPS Information Technology Certified Professional (ITCPs) earn 14 Learning Credits