Course Objectives of Lean Six Sigma in Quality Management and Public Relations
Examine the development of Corporate Affairs tools
Understand how to develop and coordinate strategy, plans, and tactics
Evaluate the use of research
Define and understand Six Sigma and why it is necessary to sustain business improvement
Apply the DMAIC problem-solving method
Explain the role of Six Sigma in customer service and continual improvement
Day 1
Definitions of Six Sigma
What is Six Sigma and What Does Sigma Mean?
History of Six Sigma
Six Sigma in Customer Service
Effects of Six Sigma on Customer Satisfaction and VOC
Levels of Sigma Performance
The Kano Model and Quality Function Deployment
Day 2
Implementing Six Sigma
The Methodology
The DMAIC Stages (Define, Measure, Analyze, Improve, and Control)
Statistical Analysis in Six Sigma
Sigma as a Metric
Sources of Variation
Calculation of Process Capability and Sigma Level
The Commute Example
Day 3
Six Sigma Tool Box
Control Charts
Pareto Charts
Cause and Effect Diagrams
Why-Why Diagrams
Scatter Diagrams
Deployment of Six Sigma
Project Selection and Charter Importance
Leadership and Employee Involvement
Corporate Commitment: 10 Questions for Leaders
Selection of Six Sigma Projects: Guidelines
Day 4
The Power of Communication
Programme overview, design, and options
Opening exercise: goal setting
The Big Picture: overview and PR strategy
From the Inside Out: Crafting Consistent Messages
The expectations of employees and employers
Understanding audiences: segmenting and prioritising
Plotting the stakeholder communication journey
Day 5
Risks & Threats: Their Identification and Management
Planning for the unexpected
Using communication activities to manage risk to reputation
Corporate Communications / PR in the Corporate Mix
Media Relations best practices
Effective event management
Powerful and Persuasive Planning
10 stages of PR planning
Using market research to plan PR activities
Developing measurable objectives for activities
Write a public review