Service Excellence through Lean Six Sigma at STC Bangladesh

Service Excellence through Lean Six Sigma at STC Bangladesh

What is this course about?
The program provides a quality principles overview, in-depth instruction in management-by-fact, along with a structured performance improvement methodology and use of the Lean Six Sigma tools utilized in over 80% of Six Sigma improvement efforts.

Who should attend this course?
Managers, Functional team leaders and team members who will be involved in Six Sigma projects, QA Managers, internal consultants, change agents, project managers, six sigma project team members.
Professionals and organizations in the following industries would especially benefit from the program:
Lean Six Sigma in Banking & Financial Services.
Lean Six Sigma in Shared Services Organizations.
Lean Six Sigma in Telecommunications.
Lean Six Sigma in Logistics.
Lean Six Sigma in Call Center Operations.
Lean Six Sigma in Energy and Utilities.
Lean Six Sigma in Insurance Companies.
Lean Six Sigma in Government Services.

Why you should Attend this course?
After successful completion of this course, participants will be able to
Eliminating organizational failures, defects, and errors.
» Removing process bottlenecks.
» Improving process cycle times.
» Cutting out excess cost due to poor quality and practices.
» Understand the importance of the DMAIC methodology
» Understand the key process steps of the Six Sigma Roadmap
» To understand the deliverables required from each phase of a Six Sigma project
» Know how to use Minitab software for statistical analysis

What to expect?
This classroom-based course is highly interactive and uses practical exercises, simulated case studies, and projects to reinforce tool understanding and learning. The training is enhanced by the experience of the instructor who has trained many Green Belts and Black Belts as well as completed many six sigma projects.
How this training conducted?
This is a 3-day long course. Problem solving approach with DMAIC methodology shall be run through the course

Day 1

Module 1: Enterprise wide Deployment
» Identify Customer Value » Lean thinking » What is Six Sigma » How six sigma can be applied in service industry » Introduction to DMAIC approach » Six sigma and lean application » Simulation with arrow-dropping exercise
Module 2: Define
» VOC, CTQ flow down, KANO Model » Project charter

Day 2
Module 3: Measure Data
» Value Stream Mapping » SIPOC
Module 4: Measure Statistics
» Process capability indices: Cp and Cpk » Process performance indices: Pp, Ppk and Cpm » DPMO to Sigma
Module 5: Analyze
» Failure mode and effect analysis (FMEA) » Cause and effect diagram » Cause and effect matrix » 5 Why

Day 3
Module 6: Improve
» Waste elimination, Keizan » Kaizen Project Management » Tree diagram » Prioritization matrix
Module 7: Control
» Rational sub-grouping » Chart selection: ̅X- R, ̅X s, ImR, p, np, c, u, short-run SPC and moving average. » Sustain improvement

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