Process Management Certificate Series
Noncredit Course
Improving Service Processes: How to Measure and Enhance Non-Manufacturing Performance
Event ID: P09763
Info: Nov 18-19 • Tue/Wed • 8:00am-3:00pm • 2 mtgs • UHM Krauss 012 (Yukiyoshi Room) • $995 (General), $895 (with Process Mapping), $795 (with Sep 16-18 Project Management series and Process Mapping) • (12 PDU)
With: Alice Wilken
People say, "I`m not in manufacturing; I don`t have processes." Nothing could be further from the truth. Indeed, most manufacturing is performed by machines. But in the emergency room, finance department, hotel lobby, or permit office, the quality and efficiency of services are determined by how well people execute business processes.
Service processes can be support systems in manufacturing organizations (e.g., finance, HR, IT) or core processes in non-manufacturing entities (e.g., banking, hospitality, military). Either way, measuring and improving service processes requires an approach that differs from the standard tactics (e.g., Six Sigma) a manufacturer might use. Improving Service Processes provides you with the tools and techniques you need to:
- Measure the performance of service processes;
- Understand variability in service and how it drives your improvement tactics;
- Determine the stability, capability, and flexibility of your processes;
- Recognize trends in performance;
- Identify the factors that limit quality, slow service time, and increase costs;
- Develop results-oriented solutions that yield improved business results.
This hands-on seminar utilizes some of the statistical tools used for TQM and Six Sigma along with non-statistical process analysis techniques. All examples and exercises address service processes.
Together with Process Mapping (not a prerequisite), Improving Service Processes provides a complete tool kit for managers and quality/process professionals to document, measure, analyze, and improve the way your organization delivers value to its internal and external customers.
SEMINAR OUTLINE
Process Measurement
- Why Measure a Process?
- Preventing vs. Reacting to Process Problems
- The Process Management Cycle
- Measurement Guidelines
- Using the Process Map to Select Indicators
- Setting Performance Targets
- Collecting Data
- Check Sheet
Analyzing Process Data
- Making Better Decisions Using:
- Trend Charts
- Pareto Analysis
- Histograms
- Understanding Process Variation
- Using Control Charts to Monitor and Analyze Performance
- Determining the Capability of Your Service Processes
Maximizing Process Performance
- Toward Six Sigma
- Process Improvement Goals and Strategies
- Analyzing Process Flowcharts
- Eliminating Activities That Are Not Value Added
- Root Cause Analysis Tools:
- Fishbone
- Interrelationship Diagraph
- Scatter Diagram
Determining Solutions
- Quick Fixes
- State Change Chart
- Strategies for Improvement
- Benchmarking
- Prioritizing Opportunities
By the end of the program, you are able to:
- Measure and analyze non-manufacturing process performance;
- Determine what level of service your process is capable of delivering;
- Identify the root causes that prevent your team from its achieving full potential;
- Evaluate and apply process improvement alternatives;
- Develop results-oriented process improvement solutions.
Alice Wilken, MA in organizational management, The George Washington University, and BA, University of Northern Iowa, is also certified by ASQ as a Quality Auditor. Wilken is a process and project management advisor for Orion Development Group, with more than 15 years of experience providing consulting services in quality, project, and business process management.
Wilken has taught process mapping, analysis, and improvement techniques for corporate clients, including BAE Systems, BankUnited, Akzo Nobel, Qwest Telecommunications, Wyeth Bio-Pharma, Jacksonville Electric Authority, CNA Insurance, and the Texas Department of Insurance. She also teaches Orion`s suite of project management seminars.
Prior to becoming a consultant, she held management positions in corporate quality and logistics management for MCI. She has served as chair of the Telecommunications Industry Benchmarking Consortium, and conducted internal audits for successful IS9000 certification efforts. She began her career as a computer programmer and analyst with John Deere.