Six-Sigma-Training-Course-Content

Lean Six Sigma Green Belt Consulting Role Based Training

We focus on delivering Role-Specific training rather than Product based Training

ZaranTech LLC. , http://www.zarantech.com, [email protected] , (515) 309-7846, Page - 1

5550 Wild Rose Lane, Suite 400, West Des Moines IA 50266

Course Title: Business Analyst Competency Development Program Course Duration: 45 hours Training Training Materials: All attendees would receive

Training presentation of each session,

Source Code for examples covered.

Training Format: This course is delivered as a highly interactive session, with extensive live examples. This course is delivered in Online using Web and Audio Conferencing.

What will you learn?

The J2EE/JEE Training uses best practices and guidelines from Java Community Process (JCP®). The training content is customized to meet the practical needs of a J2EE/JEE professional.

Lea Six Sigma Consulting Role Based Training

Course Duration: 40-50 hrs.

Prerequisite: Anyone

Timings: Weekdays & Weekends (after work hrs) Mode of Training: Online

How Are We Different?

We just don’t teach Lean Six Sigma methodology but we share how to identify, drive &

successfully implement Lean Six Sigma project.

We just don’t teach we will make people learn Lean Six Sigma Green Belt concept.

Our faculties are not just trainers; they are industry experts and consultants for fortune 500

companies who are highly capable of understanding the importance of Lean Six Sigma

implementation in the business and make them experience break through improvements.

Our Role-Specific training differs from any other training company in the world

Benefits:

Quality Course Material & E-books

24 x 7 Online access to trainers

for Doubts Clarification,

Develop skills to apply Lean Six Sigma

philosophy for breakthrough

improvement.

Assistance how Lean Six Sigma Project

Identification & Implementation.

Training Highlights:

Focus on learning along with training.

40-50 + hrs. Of Training & Case Studies

understanding.

Video Recordings of sessions provided.

Understanding of using Lean tools

Understanding of Six Sigma tools

Basics of some of the important tools like Visio & Minitab

Project guidance

Perform data analysis using simple templates like FMEA, Process Mapping, C & E , Hypothesis, VSM etc.

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In this training, attendees learn: PHASE 1: Overview

a. Introduction to Lean Six Sigma b. Lean Six Sigma Overview c. Problem Solving Methodologies d. Understand Lean Tools e. Basic Statistics f. Basics of Minitab

PHASE 2: Define

a. Introduction to Define b. Voice of Customer & CTQ c. Project Charter d. SIPOC

PHASE 3: Measure

a. Introduction to Measure b. Measurement System Analysis c. Capability Analysis d. Data Collection

PHASE 4: Analyze

a. Identifying X Variables b. Introduction to Graphical Analysis c. Histogram d. Pareto e. Box Plots f. Scatter Plot g. Introduction to hypothesis Testing

PHASE 5: Improve a. Introduction to Improve b. Design of Experiments

PHASE 6: Control

a. Introduction to Control b. Control Charts c. Quality Planning

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d. Project Closure e. Assignments f. Assessment

About the trainer:

1. Operational excellence consultant in Multi National Company. 2. Served in Multi-National companies like Accenture, Cap Gemini, 247 & iGATE 3. Currently Associated with XYZ for IT companies support quality management & Improvement of the

processes across the organization 4. Worked in various domains like Contact Centre, HR Outsourcing & IT. 5. Extensive experience in transitions, Business Process re-engineering, quality management, Change

Management, client engagement, project management, process analysis, delivery of high-quality service, relationship management, analytical skills, driving Lean Six Sigma projects.

6. Successfully Deployed, Lean Six Sigma Black Belt, Green Belt & Lean Projects like increasing customer satisfaction, improving TAT, process harmonization, Process designing, process redesigning, Improving SLA, Process Efficiency &Waste Reduction.

7. Trained & mentored relevant stakeholders on Lean Six Sigma approach & tools. 8. Certified Lean Six Sigma Black Belt & trained in ITIL & QMP.

Take away from the course:

This course is designed for anyone who is

1. A SAS, SPSS Analytics Professional. 2. Gain knowledge of lean six sigma Green Belt tools & methodology. 3. Learn techniques to identify lean six sigma Green Belt project. 4. Successful application of DMAIC or Lean Six Sigma Green Belt tools as and when required.

Pre-Requisites:

1. Someone who wants to start his/her career as lean Six Sigma Green Belt Consultant.

2. Freshers, mid management, management, top management, consultants irrespective of any

industry who wants to improve their processes/business.

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Lean Six Sigma TRAINING PROGRAM ROADMAP

PHASE 1: Overview

Introduction to Lean

Six Sigma

PHASE 2: Define

PHASE 3: Measure

PHASE 4: Analyze

Basic Statistics Lean Six Sigma

Overview

Basics of Minitab

VOC & CTQ

Introduction to Define

Capability Analysis Measurement System Analysis Introduction to Measure

Data Collection

Graphical Analysis

Box Plot

Lean

Six

Sig

ma

Co

nsu

ltin

g R

ole

Bas

ed

Tra

inin

g P

rogr

am

Project Charter

SIPOC

PHASE 5: Improve

Design of Experiments

Identifying Variables

Introduction to Improve

Histogram

Problem Solving

Methodologies

Method

Lean Tools

Scatter Plot

Hypothesis Testing

PHASE6: Control

Introduction to Control Quality Planning Control Charts Project Closure Assignment

Project Guidance

Two Case Studies understanding

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Topics covered:

PHASE 1: Overview a. Introduction to Lean Six Sigma b. Lean Six Sigma Overview c. Basic Statistics d. Basics of Minitab e. Assignments

Detailed Coverage for PHASE 1: • Why Lean Six Sigma • Lean Six Sigma application, philosophy & goals • Origin of Six Sigma • Origin of Lean • Understanding process inputs & outputs • Recognize Key drivers for business • Understand Key Metrics • Organisation Goals & Six Sigma • Projection Selection • When to use Six Sigma • Problem Solving Tools • Lean Tools & Concepts • Value Adding & Non Value Adding Activities • Theory of Constraints • DFSS • QFD • FMEA • DFSS Roadmap

PHASE 2: Define

a. Process Management for process b. Process Elements c. Owners & Stakeholders d. Identify Customers e. Collect Customer Data e. Voice of Customer

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Detailed Coverage for PHASE 2: • VOC Analysis • Identification of CTQ • QFD Requirements • Project charter • Problem statement • Goal statement • Project scope • Project Metrics • Project planning • Project documentation • Benefits calculation • Team members • Management & Planning Tools • Affinity Diagrams • Inter relationship Diagrams • Tree Diagrams • Prioritization Matrices • PDPC • PDCA • Network Diagram • DPU • COPQ • DPMO • Process Capabilities • FMEA • Team Dynamics & Performance • Teams, Roles & responsibilities • Brainstorming • Nominal Group Technique • Multi Voting • Communication

PHASE 3: Measure

a. Introduction to Measure b. Measurement System Analysis c. Capability Analysis d. Data Collection

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Detailed Coverage for PHASE 3: • Process Analysis • Process Mapping • Flow Charts • Identify Process Inputs & Output • Identify process input variable & output variable • SIPOC • Cause & Effect Diagrams • Relational Matrices • Probability • Central Limit Theorem • Sampling • Types of Data • Measurement Scale • Data Collection Methods • Stem & Leaf Plots • Box & Whisker Plots • Run Charts • Scatter Diagrams • Pareto Charts • Histogram • Probability Distributions • Normal Distribution • Binominal Distribution • Poisson Distribution • Chi Square • Student’s t • F Distribution • Measurement System Analysis • Process Capability Studies • Process Performance VS Specification • Process Capability Indices • Short Term Vs Long Term Capability • Process Capability for Attribute Data

PHASE 4: Analyse

a. Identifying X Variables b. Introduction to Graphical Analysis c. Histogram d. Pareto

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e. Box Plots f. Scatter Plot g. Introduction to hypothesis Testing

Detailed Coverage for PHASE 4: • Multi Vary Studies • Simple Linear Correlation & Regression • Hypothesis Testing • Type I & Type II Error • Tests for Mean • Tests for Variances • Paired Comparison tests • ANOVA • Chi Square

PHASE 5: Improve

a. Introduction to Improve b. Design of Experiments

PHASE 6: Control a. Introduction to Control b. Control Charts c. Quality Planning d. Project Closure

Detailed Coverage for PHASE 6: • Design of Experiment • DOE Basic Terms • Factors & Levels • Main Effect • Interaction Main Effects & Interaction Plots • Statistical Process Control • Objectives & Benefits of SPC • Identifying Causes • Special Cause • Common Causes • Rational subgrouping • Selection of Control Chart • Constructing Control Chart • Types of Control Charts

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• Analysis of Control Chart • Special & Common Cause Rules • Implement & Validate Solutions • Control Plan

Project Guidelines:

We would help you to understand Lean Six Sigma Green Belt Methodology in details, how to use these concepts to drive projects. This will help you to understand how to identify Lean Six Sigma project or any improvement project. We have developed our own templates in excel & word for each of these tools which will have instructions how to use these tools. Without using Minitab & Visio, you will be able to conduct analysis using these templates. We would teach you how to drive project step by step following Lean Six Sigma approach using case studies. Any help that are required -how to kick off project, how to identify projects, conduct analysis during different phases & how to close projects will be provided even after completion of the training program.

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Background:

The client is one of the world’s largest payment services providers serving more than 300 clients.

Headquartered in US with offices spread across the Americas, EMEA, and Asia Pacific, the client supports more

than 50% of the VISA and MasterCard consumer-credit accounts in the United States.

The challenge:

Due to decline in Quality scores, combined with agent-related customer complaints, the client mandated a 90-day performance improvement plan. Solution:

One major action step within the 90-day plan was to establish a Six Sigma Greenbelt project focusing on First Call Resolution (FCR) which also impacts both overall Quality performance and Customer Satisfaction. Analysis of data sources revealed common top drivers between customer complaints and the quality audits conducted on the FCR metric. Focusing on the identified top drivers of customer dissatisfaction, three major actions were executed.

The first was an initiative to improve agent call handling skills under the management of the dedicated communication skills training group.

The second action was the introduction of a knowledgebase focused on the top drivers.

The third was a series of weekly drills designed to improve agent problem solving and probing skills. Results:

The project exceeded its goal of increasing FCR conformance from a baseline of 60% to 70%, closing at 71%.

After the implementation of the control action steps, this figure reached 78%. Moreover, there was a

concurrent 5% decrease in the number of escalations to the Tier 2 team.

CASE STUDY # 1 – “Improving First Call Resolution”

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CASE STUDY # 2 – “TAT reduction of payment processing”

Define & Measure:

Business Case: Vendor payment processing cycle takes around 65 days, wherein it should be processed within 40 days from date of invoice receipt. Currently it’s a lengthy process. This leads to customer dissatisfaction & noncompliance w.r.t company policy.

Current CTQ: 20% of payment processing is completed within 40days from the date of receipt against a target of 90% within 40 days from date of invoice receipt.

VOC collection

Established data collection mechanism

Analyze:

Brainstorming session conducted to identify all possible X’s (inputs).

Prioritization matrix was used to shortlist critical process inputs.

Root cause analysis was done to understand delay in payment processing.

Value adding and Non-Value Adding activities are identified in the as-Is process map.

Performed process capability & process performance analysis. Improve:

Developed To-Be process map with short term & long term recommendations & implemented.

Significant improvement in all the CTQ post implementation.

Achieved 94% of payment processing target.

2 sample tests conducted to find out if there is a significant improvement after recommendation implementation.

5 Kaizen improvements were implemented. Results & Control:

CTQ Achieved: Achieved CTQ’s identified in the project. 94% payment processing completion within 40days from date of invoice receipt.

Governance Model was set up to review the performance of the process on continuous basis.

Control charts implemented for monitoring critical process inputs (X’s).

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Study Aids: Six Sigma related Books

Title Author

Implementing Six Sigma : Smarter Solutions Using Statistical Methods Breyfogle, Forrest W III

Lean Six Sigma George, Michael L

Design for Six Sigma: The Revolutionary Process for Achieving Extraordinary Profits Chowdhury, Subir

Rath and Strong's Six Sigma Pocket Guide Rath and Strong

Six Sigma - The breakthrough Management Strategy Revolutionizing the World's Top Corporations Mikel, Harry

Statistical Process Control & CWQI Neville McMillen

Six Sigma for Managers Brue, Greg

The Six Sigma Handbook Pyzdek, Thomas

The Power of Six Sigma: An Inspiring Tale of How Six Sigma Is Transforming the Way We Work Chowdhury, Subir

The Six Sigma Way: How GE, Motorola, and Other Top Companies are Honing Their Performance

Peter S. Pande et al, Robert P. Neuman, Roland R. Cavanagh

Statistics for Management, Seventh Edition Richard I. Levin

What Is Six Sigma? Peter S. Pande

Lean for Software Development Mary & Tom Poppendieck

Six Sigma related URLs: http://www.6sigma.us/

http://www.isixsigma.com/

http://www.asq.org/sixsigma/

www.minitab.co.uk/

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http://www.sixsigmagroup.co.uk/

http://www.tqmi.com/sixsigma/

http://www.motorola.com/content/0,,3085,00.html

http://onlinelearning.novations.com/course/user/list_all.aspx

http://www.softwaresixsigma.com/

www.lean.org/

http://www.leanmanufacturingguide.com/

http://www.leansigma.com/

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