Lean Six Sigma Green Belt for Service Organizations

The majority of organizations in this country are focused on providing services. Health care, banking, utilities, insurance, finance, governmental agencies, military and education are all examples of industries focused on processing and/or delivering services. This Center for Quality Lean Six Sigma program is designed specifically for service-focused organizations and service-based functions within manufacturing organizations (e.g., finance, engineering, HR, accounting).

In becoming Lean Six Sigma Green Belts, attendees will learn how to contribute to and even lead Lean Six Sigma improvement teams. Participants will gain a strong knowledge of how to apply the Lean Six Sigma methodology to the improvement of service-based processes enabling cost reductions and improvements in productivity, quality and customer satisfaction. Participants receive 10 days of intensive, workshop-focused instruction. Those achieving Green Belt status often later progress to Black Belt status by taking the Lean Six Sigma Green Belt to Black Belt transition course.

Who should attend:
Individuals in service organizations or service functions who wish to utilize Lean Six Sigma Green Belt tools to drive cost reductions and improvements in quality, productivity and customer satisfaction.

Prerequisite: A basic knowledge of Algebra

Requirement: A personal laptop computer with Minitab software

Duration: 80 Hours – 10-day course (two sessions, non-concurrent weeks)

Course Content:

Introduction to Lean Six Sigma
This section introduces the Green Belt to the fundamentals of Lean Six Sigma. It creates an understanding of the Lean Six Sigma framework within the organization and the framework of a Lean Six Sigma project.

  • Benefits of Lean Six Sigma programs
  • Six Sigma Integrated Model - how Six Sigma drives process improvement
  • How Lean integrates with and enhances Six Sigma - basic concepts
    • Key characteristics of Lean
    • Definition of the Lean Enterprise
  • The combined Lean Six Sigma model
  • How to effectively implement Six Sigma in an organization
    • Cultural issues
    • Strategic issues
    • Tools issues
  • Six Sigma Project Methodology Overview
    • Define
    • Measure
    • Analyze
    • Improve
    • Control

Define
This section details the initial phase of the Six Sigma methodology.

  • Project Selection
    • How to select appropriate projects
    • How to avoid inappropriate projects

  • Project Scoping
    • Avoiding scope creep
    • Aligning resources

  • Defining customer requirements
  • Developing a comprehensive Project Charter
    • Problem statement, goal statement, objectives, business case and milestones
    • Base lining the process

  • Introduction to Value-Stream-Mapping (VSM)
    • Why Value-Stream-Mapping?
    • Best application areas
    • Key principles

  • Project Plan

Measure
This topic provides coverage of measurement assessment and Lean Six Sigma data collection. Key concepts include understanding measurement systems as processes. Core tools center on the assessment of measurement system accuracy, precision and linearity.

  • Assessing Lean readiness
    • Conducting lean readiness assessments
    • Lean office audits

  • Process times vs. total throughput times
  • Identifying non-value-added elements
  • Identifying measurements
    • Input/Output matrices
    • Data collection planning tools and check sheets

  • Measurement discrimination
    • Attribute vs. measurements data
    • How much discrimination is needed

  • Measurement System Assessment
    • Attribute data
      • Short method
      • 2x2 matrices
      • Logistic regression
    • Variables data overview
      • Gage R&R
      • Bias Studies
    • How to collect data
      • Propriety of data collection
      • Collecting data over time
      • "Converting" attribute date to measurements

Analyze
This statistically intensive section of the Green Belt training provides the participant with a comprehensive array of tools used to drive to root causes and optimize processes. Participants receive a firm grounding in basic core Lean and Six Sigma tools as well as an overview of advanced tools such as designed experiments and applied statistics.

  • Core Quality Tools
    • Pareto charts
    • Trend charts
    • Histograms
    • Box Plots
    • Brainstorming and affinity diagrams
    • Prioritization tools
    • Force field analysis
    • Cause and effect diagrams
    • Check sheets
    • Is/is not analysis
    • Scatter plot
    • 5 whys
  • Lean Analyses
    • Calculating process times vs. total throughput times
    • Concept of TAKT time
    • Identifying non-value-added elements
  • Introduction to Statistics
    • Types of data
    • Location, spread and shape
    • Testing for normality
  • Statistical Process Control
    • Control chart concepts (process vs. product revisited)
    • Key variation concepts
    • Attribute data charts
      • Shortcomings of attribute data
      • p chart
      • np chart
      • c chart
      • u chart
    • Variables data control charting
      • Advantages of variables data
      • X and Rm charts
    • Rational sampling
    • Process capability
      • Capability with attribute data
      • Use of Z values
      • Capability indices
  • Applied Statistics
    • Non-parametric tests
      • Understanding one process
        • One-sample Sign test
      • Comparing two or more processes
        • Kruskal-Wallis
        • Kolmogorov-Smirnov
        • Mood's median test
      • Other non-parametric tests
  • Design of Experiments Overview
    • DOE fundamentals
    • Planning an experiment

Improve
This phase of the Lean Six Sigma process is focused on selecting and implementing process improvements to achieve or exceed project goals. Key focus is on Lean tools and methods that can drive process improvements.

  • Selecting Improvements
    • Utilization of data
    • Brainstorming
    • Prioritization tools

  • Effective layout & design
  • 5S - Enterprise housekeeping - key principles
  • Pull systems - initial roadmap
  • Level scheduling
  • Standardized work
  • Poke-yoke (mistake proofing)
  • Understanding Kaizen (continuous improvement methodology)
  • Maintaining tools & equipment
  • Point of use inventory

Control
Participants receive multiple methodologies to ensure that the project gains remain effective and in place to maximize benefit to the organization.

  • Introduction to change management
  • The Visual Workplace fundamentals
  • The importance of measurement and scorecards
  • Document Control
    • Quality system documents
    • FMEAs
    • Other documents

  • Control charts

 

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