Six Sigma

Managers, supervisors, and professionals who wish to understand Six Sigma, its use and how it relates to work and business improvement.

Overview of target Competencies

• Deploying Six Sigma
• Problem-solving skills
• Critical thinking skills
• Using Applied statistics
• Change management techniques

Introduction to quality

• Definition of quality
• History of quality
• Benefits of quality systems
• Meet the ISO 9000 family
• Cost of poor quality
• Evolution of quality management
• Quality management principles and six sigma
• Quality maturity ladder

Definitions of Six Sigma

• What is Six Sigma and what does sigma mean?
• History of Six Sigma
• Why should organizations use Six Sigma?
• Savings from Six Sigma
• Six Sigma as an improvement strategy

Six Sigma in customer service

• Effects of Six Sigma on customer satisfaction
• Levels of sigma performance
• The Kano model and quality function deployment
• The fruit of Six Sigma

Implementing Six Sigma

• The methodology
• The DMAIC stages (Define, Measure, Analyze, Improve and Control)
• Roles for managers and employees
• Roles of green belts and black belts
• Six Sigma and Lean

Statistical analysis of Six Sigma

• Sigma as a metric
• Sources of variation
• Calculation of process capability and sigma level
• The commute example
• Software to support analysis

Problem-solving using Six Sigma

• Six Sigma toolbox
• Control charts
• Pareto charts
• Cause and effect diagrams
• Why-why diagrams
• The turtle diagram

Deployment of Six Sigma

• Project selection and charter importance
• Leadership and employee involvement
• Selection of Six Sigma projects: guidelines
• Characteristics of a successful Six Sigma project
• Corporate commitment: ten questions for leaders
• Sources of high impact opportunities