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.

LEARNING OBJECTIVES

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

WHO SHOULD ATTEND

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

PREREQUISITE

This course has no prerequisite.

MATERIALS

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

WHAT YOU WILL LEARN