Service Excellence Through Lean Six Sigma
INSTRUCTOR
Shamima Begum
Who should attend this course?
This course is designed for professionals involved in project planning and execution across various industries:
- Lean Six Sigma in Banking & Financial Services.
- Lean Six Sigma in Shared Services Organizations.
- Lean Six Sigma in Telecommunications.
- Lean Six Sigma in Logistics.
- Lean Six Sigma in Call Center Operations.
- Lean Six Sigma in Energy and Utilities.
- Lean Six Sigma in Insurance Companies.
- Lean Six Sigma in Government Services.
How participants will benefit
Improved Customer Satisfaction
Learn how to systematically identify and eliminate service inefficiencies, resulting in faster response times and higher quality service.
Enhanced Process Efficiency
Streamline service processes, reduce errors, and optimize resource utilization.
Data-Driven Decision Making
Develop skills to analyze service metrics and make informed, evidence-based decisions.
Reduced Costs
Identify and eliminate waste in service operations, lowering operational costs while improving service delivery.
Consistent Service Quality
Standardize processes to ensure reliable and repeatable service outcomes.
Stronger Problem-Solving Capability
Apply Lean Six Sigma tools to proactively address service issues and prevent recurring problems.
Employee Engagement and Accountability
Foster a culture of continuous improvement where teams are empowered to drive service excellence.
Competitive Advantage
Deliver superior service consistently, enhancing organizational reputation and client loyalty.
Course Curriculum
This course contains 7 comprehensive modules
MODULE 1
Enterprise Wide Deployment
» Identify Customer Value
» Lean Thinking
» What is Six Sigma
» How Six Sigma can be applied in service industry
» Introduction to DMAIC approach
» Six Sigma and Lean application
» Simulation with arrow-dropping exercise
MODULE 2
Define
» VOC, CTQ flow down, KANO Model
» Project Charter
MODULE 3
Measure Data
» Value Stream Mapping
» SIPOC
MODULE 4
Measure Statistics
» Process capability indices: Cp and Cpk
» Process performance indices: Pp, Ppk and Cpm
» DPMO to Sigma
MODULE 5
Analyze
» Failure Mode and Effect Analysis (FMEA)
» Cause and Effect Diagram
» Cause and Effect Matrix
» 5 Why
MODULE 6
Improve
» Waste Elimination, Kaizen
» Kaizen Project Management
» Tree Diagram
» Prioritization Matrix
MODULE 7
Control
» Rational Sub-grouping
» Chart selection: ̅X-R, ̅X-s, ImR, p, np, c, u, short-run SPC and moving average
» Sustain Improvement
Frequently Asked Questions
No frequently asked questions for this course.
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Course Fee
COURSE FEATURES
- Course Materials
- Certificate of Completion
- 24 PDUs
- Hands-on Exercises
- Real-world Case Studies
INSTRUCTOR
Shamima Begum
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Canada
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North America, USA
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