Measuring and Improving Processes

Measuring and Improving Processes

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To be successful in today’s competitive global economy, companies need to understand and know their customer.

Improving processes begins with the customer, both internal and external. Understanding which customers and which requirements are most critical to your business determines which processes should be improved.

Students in this program will learn to measure process performance and identify factors that limit quality, slow service times and increase costs. You will also be able to determine the capability, stability and flexibility of your processes and develop results oriented solutions that yield improved business results.

Course Details

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Dates: October 21st & 22nd, 2014

Fee: $1,095.00

Number of Days: 2
9 a.m. to 4:30 p.m.

Course Location: 551 5th Avenue. New York, NY 10176, 8th floor

CRN:

 

Date: November 6th & 7th, 2014

Fee: $1,095.00

Number of Days: 2
9 a.m. to 4:30 p.m.

Course Location: 1 Martine Avenue, White Plains, NY 10606

CRN:

* Course fee includes continental breakfast, lunch and breaks each day as well as seminar materials.
Early Bird Discount: $ 995.00 (a $ 100.00 savings) if you register at least 30 days prior to the start of a seminar.

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Course Description

This course will arm you with the tools and strategies that are fundamental to Six Sigma and other proven performance improvement methodologies. Concepts for identifying customer requirements, measuring process performance, determining root-causes of business challenges and deploying process improvement strategies will be examined.

Click for Detailed Course Description

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You Will Learn To

· Measure and analyze process performance
· Determine what level of quality your process is capable of delivering
· Recognize trends in performance
· Identify the factors that limit quality, slow service time and increase costs
· Understand variability and how it drives your improvement tactics
· Evaluate and apply process improvement alternatives
· Develop results-oriented solutions that will yield improved business results

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Who Should Enroll

· Manager of Administration, Operations or Manufacturing
· Process Owner, Manager or Analyst
· Functional or Project Manager
· Member of a Process Improvement Team
· Anyone Actively Involved in Your Organization's Process or Quality Improvement Efforts

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Course Format

This is an instructor-led seminar and held from 8:30 am to 4:30 pm. All courses (workshops / seminars / classes) are consistent with the ABPMP comprehensive body of knowledge (CBOK) and provide 12 PDUs towards CBPMP (Certified Business Process Management Professional) certification.

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Questions?

Please contact us at (888) 561-7223 or continuinged@pace.edu

Outline for Measuring and Improving Processes

 

THE CUSTOMER FIRST
What are their most important expectations?
Performance versus expectations
Kano Model
Getting/validating customer requirements
Service and product quality characteristics

MEASURING PROCESS QUALITY
How my customers measure quality
How I measure quality
Determining pulse points
Collecting data - the Check Sheet
Evaluating data - the Trend Chart
Setting Targets

 

ANALYZING PERFORMANCE
Identifying issues - Pareto Analysis
Histograms and process distributions
Understanding variation the Control Chart
Root cause analysis the Scatter Diagram the Fishbone Diagram

YOUR IMPROVEMENT STRATEGY
Analyzing process flowcharts
Improvement alternatives
Identifying "quick hits"
Options and consequences
Benchmarking
Process Redesign
Did we meet the goal?

 

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