Topic 1

What is Quality (Introduction)

• Understand the history of quality
• Gathering the voice of the customer
• Garvin’s five definitions of quality
• Definitions of quality from quality gurus
• Differences in quality between products and services

Topic 2

Enterprise-wide View (Introduction)

• Understand the history of continuous improvement
• Six Sigma as a Value
• Six Sigma as a Measure
• Six Sigma as a Metric
• Six Sigma Approach
• Six Sigma Process
• Six Sigma System
• Benefits of Six Sigma

Topic 3

Lean (Introduction)

• Understand the history of Lean and the value it brings to an organisation
• The philosophy and goals of Lean Manufacturing
• Understand how Lean integrates with Six Sigma
• Business processes and systems

Topic 4

Leadership (Introduction)

• Leadership responsibilities
• Organisational roadblocks and how to overcome them
• Change management
• Six sigma projects and Kaizen events

Topic 5

Roles and Responsibilities (Introduction)

• Key six sigma players
• Player responsibilities
• Team stages
• Team communication

Topic 6

Six Sigma Important Stakeholders (Define Phase)

• Describe the stakeholders in Six Sigma projects
• Understand how the changeover to Six Sigma implementation affects stakeholders
• Undertake stakeholder analysis

Topic 7

Critical X Requirements (Define Phase)

• Understand the Critical to “X” concept
• Describe categories of performance metrics
• Aligning projects with CTX requirements

Topic 8

Benchmarking (Define Phase)

• Understand the the framework for competitor analysis
• Types of benchmarking
• Steps in benchmarking

Topic 9

Business Performance Measures (Define Phase)

• Balanced scorecard
• Key performance indicators
• Customer loyalty

Topic 10

Financial Measures (Define Phase)

• Understand different financial measures
• Apply net present value calculation (NPV)
• Cost benefit analysis
• Hard and soft financial benefits

Topic 11

Voice of Customer and satisfaction levels (Define Phase)

• Understand the Voice of Customer concept
• Apply procedure to comprehend the VOC
• Questions to identify what is critical to customer satisfaction
• Understand the Kano model
• Juran’s customer needs

Topic 12

Critical to Quality Flowdown (Define Phase)

• Understand the definition and purpose of Critical to Quality
• Understand the Critical to Quality steps or flowdown
• Essence of Cost of Poor Quality (COPQ)
• Hard and soft savings

Topic 13

Quality Function Deployment (Define Phase)

• Brief history of QFD
• Questions answered using QFD
• House of quality
• Building the House of Quality

Topic 14

Performance Metrics (Define Phase)

• Explain what performance metrics are and they can be used to measure the effectiveness and efficiency of a process and establish goals for a project’s anticipated outcome
• Explain the difference between process and business metrics
• Know what questions to ask to determine the quality of the performance metrics

Topic 15

Project Charter (Define Phase)

• Understand the purpose of a project charter
• Understand the requirements and the elements of a project charter
• Know how to phrase a problem statement
• Know what questions to ask to determine the quality of the performance metrics

Topic 16

Project Management and Tracking (Define Phase)

• Creation of a project baseline
• Project tracking
• Determine the reason for experimenting
• Structure and characteristics of Work Breakdown Structure (WBS)
• Purpose and examples on Gantt Chart

Topic 17

Wrap Up & Action Items (Define Phase)

Topic 18

Processes and Process Characteristics (Measure Phase)

LSS Black Belt Measure Phase – The Measure Phase of the DMAIC methodology is constructed to introduce important Lean Six Sigma tools for characterising your business issues.

• Define a process
• Explain different types of processes
• Explain different process characteristics