Business Improvement & Quality Techniques

Business Improvement & Quality Techniques Course Objectives

Understand the context in which business process improvement and quality techniques support business strategy and high-level strategic goals
Recognize the importance of business process improvement in performance management
Apply 5S and visual management techniques to enhance process control
Capitalize on the benefits of teamwork within the lean model
Apply structured problem-solving techniques to improve performance
Identify where the 6 Big Losses are and choose the appropriate action plan to gain the biggest benefits
Understand SPC and how to improve and control quality performance

Day 1
Strategy Deployment
<ul style="margin-top:0;margin-bottom:0;padding-inline-start:48px;"><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Vision, mission & purpose</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Strategy mapping</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">What is strategy? - An overview of its aims and purpose</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Strategic management tools</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">How business process improvement supports strategy?</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Using strategy maps to identify areas for business improvement</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Effective strategy execution</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Designing and using effective performance management systems</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">How business process and quality improvement fits in?</li></ul>

Day 2
Performance Management
<ul style="margin-top:0;margin-bottom:0;padding-inline-start:48px;"><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Process Management.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Business Process Simulation.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Key Performance Indicators.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Balanced Scorecards (BSC).</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Lean Awareness.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Key Tools of Lean.</li></ul>

Day 3
Process Excellence
<ul style="margin-top:0;margin-bottom:0;padding-inline-start:48px;"><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Six Sigma Methodologies.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">8D Problem Solving Process.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Tools & Techniques for Problem Solving.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Risk Management.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Failure Mode & Effect Analysis (FMEA).</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Kepner / Tregoe Rational Problem-Solving Method.</li></ul>

Day 4
Performance Tracking & Monitoring
<ul style="margin-top:0;margin-bottom:0;padding-inline-start:48px;"><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">The Meaning of Quality.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Quality Control.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Attribute and Variable Methods of Measurement.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Frequency Distribution.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Normal and Non-Normal Distribution Curves.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Standard Deviation for Normal Distributions.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Process Improvement Stages.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Machine Capability.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Cp / Cpk Interpretation.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Statistical Process Control.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Concern and Corrective Action Logs.</li></ul>

Day 5
High Performing Work Teams
<ul style="margin-top:0;margin-bottom:0;padding-inline-start:48px;"><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Organisational Values & Culture.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Effective Teamwork.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Effective Team Leadership.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Consensus Reaching Tools and Techniques.</li><li dir="ltr" style="list-style-type:disc;font-size:10pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;" aria-level="1"><span style="font-size:12pt;font-family:'Open Sans',sans-serif;color:#212529;background-color:transparent;font-weight:400;font-style:normal;font-variant:normal;text-decoration:none;vertical-align:baseline;white-space:pre;white-space:pre-wrap;">Facilitation and Coaching Skills.</li></ul>

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