Lean Six Sigma in Quality Management and Public Relations

Created by LEC Team
Last updated Mon, 27-Mar-2023
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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


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