Lean Six Sigma in Quality Management and Public Relations

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