Guide to Process Improvement and Change

OUTLINE (Return to Main)

1. Introductions and expectations
2. Course materials and objectives
   1. Personalized process improvement case study
   2. The executive guide to improvement and change
   3. Goal/QPC memory jogger II
3. The case for process improvement and change
4. Personalized PI case study core Priorities: Step 1
5. Impact of the customer on process improvement
6. The voice of the customer: Valuing customer needs
   1. Six areas critical to successful business outcomes
7. Customer satisfaction as a driver for improvement and change
8. The core process redesign pathway — Introduction
9. Personalized PI case study: Step 2 — Using CPR
10. The human side of process improvement
    1. Teams and other resources
11. Setting process expectations and scope
    1. Force field analysis
12. The characteristics of effective processes
13. Personalized PI case study: Step 3 — Mapping the SIPOC
14. Translating customer requirements to process models
15. The value of systems processes
16. Personalized PI case study: Step 4 — Core process drill-down
17. Chain management
18. Measuring processes for improvement
19. Personalized PI case study: Step 5 — Aligning priorities, process and outcomes
20. Using tools for process improvement
    1. Reducing variation and increasing value
    2. Lean, six sigma, decision-making and problem solving
21. Personalized PI case study: Step 6 — Designing the implementation project
22. The process improvement toolkit
    1. Process analysis tools: Control charts, pareto, histogram, cause and effect, etc.
23. Personalized PI case study: Step 7 — Packing the right tools for the journey
24. Mega-tools for Project Effectiveness
    1. Balanced scorecard, software and the Internet
25. Personalized PI case study: Step 8 - Launching the improvement project
26. Final process improvement case study presentations

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