Systematic Problem Solving for Sustained Improvements with Quality Tools - Virtual Course

Detailed Course Agenda: (Return to Main)

1. Plan
   1. Describe problem
      1. Describe nature of problem
      2. Assure it's related to key business goals/objectives
      3. Secure approval, if needed
      4. Define process boundaries
      5. Form a team and define roles, authority, resources, responsibilities
      6. Identify customers and other key stakeholders and requirements/targets
   2. Quantify performance gap and set measurable goals
      1. Brainstorming
      2. Multi-voting consensus
      3. IPO model
      4. Flowcharts
      5. Use of data check sheets, corrective action forms, process/audit/ customer information
      6. Bar charts, run charts, pareto charts
      7. Gap analysis
2. Organize
   1. Determine key causes
      1. Identify prioritize possible causes
      2. Collect and analyze data
      3. Determine most probable causes
      4. Review most probable causes
      5. Generate potential solutions
      6. Establish a rating selection criteria
   2. Select best alternative solution
      1. Cause & effect
      2. Tree diagram
      3. Brainstorming and multi-voting consensus
      4. Affinity diagram
      5. Scatter diagram
      6. Selection matrix
      7. Force field analysis
      8. Interviews/ surveys
3. Implement
   1. Implement Solution
      1. Develop an implementation project plan including needed resources
      2. Select measurement criteria/data collection plan
      3. Execute the plan and collect data
      4. Determine if solution is effective by comparing data with the goals to verify that the performance gap is closed
      5. If no – repeat steps
      6. Maintain the gains and standardize
      7. Audit to assure the gain is maintained
      8. Celebrate success
      9. Capture and share lessons learned and evaluate impact
      10. Flowcharts
      11. Gantt charts
      12. Check sheets
4. Monitor
   1. Evaluation Solution
      1. Cause & effect
      2. Monitoring data
      3. Run charts, pareto analysis,
      4. Check sheets
      5. Customer feedback data
      6. Impact evaluation form
      7. Team sat. /lesson learned forms

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