The workshop has been developed to help organizations reach their goal of Total Customer Satisfaction through achieving high levels of quality. It does this by showing how functions can increase the extent to which their work meets the expectations of the people they do it for...their customers. The workshop provides a "learn by doing approach." The workshop combination course presents the basic principles of attaining six sigma level of quality, and gives participants a chance to start applying it right away to their own work.

WHO IS IT FOR?

This course content is designed for people in various line and staff functions including, but not limited to:

Sales Marketing Finance Personnel
MIS Purchasing Engineering Operations

WHAT CAN PEOPLE DO AFTER TAKING THE COURSE?

As a result of training, participants can:
Understand the need for a continuous improvement process
Use the Six Sigma method to:
Define their products and services
Identify customers and their expectations
Determine their own needs
Define the process by which they do work
Refine the process so it produces less mistakes
Measure their sigma level
Begin applying the method to their own organization
Develop action plans for completing application of the method.

HOW IS THE “SIX SIGMA WORKSHOP” PUT TOGETHER?

The workshop class learning experience has two sessions, each approximately seven hours long. In the Principles section, people learn the background to the program and how it applies to them. They then learn the Six Sigma methodologies and practice it by working on a simulation. The Implementation section starts the intervention with groups of people from various functions. In it, participants begin the process of applying the steps of Six Sigma to their own work.

Module I

Introductions
Organization Goals and Initiatives
• Why Quality Matters
• How Errors/Mistake Impact Quality
What Are Typical Quality Measures
• Number of Errors, Defects, Errors/Defects per Million, Sigma
• Benchmarking Data
• Participant's Role in Quality Improvement
Financial Impact of Quality Improvement
Fundamental Principles of Six Sigma Quality
• Every Organization Exists to “Do Something” or “Produce an Output”
• What it "Does Produce" Is Its Product or Service Output
• For Whom It “Does It” Is Its "Customer"
The Six Steps To Implementing the Six Sigma Process

Role-Play Simulation Exercise
A simulation in which participants play the parts of customers, sales or service
Providers, order entry, operations/shipping and management of a new startup
Division of the company. The simulation demonstrates the need for focusing
On customers, provides a common experience for class discussion, provides
Opportunity to practice new tools, and shows the need for cross-functional cooperation.

Module II

Step 1 -- Define Your Products
• List All Products Produced
• Focus On End Results
• Practice ... Apply to Simulation Exercise

Step 2 -- Identify Your Customers
• List All Customers for Each Product Output
• Make Assumptions about What They Expect
• Survey Customers to Validate Assumptions
• Select a Product/Project for the Continuous Improvement Process
• Practice.... Apply To Simulation Exercise

Step 3 -- Define Your Needs
• List Essential Inputs for Products/Projects Selected
• Where Needed, Enhance Inputs
• Practice.... Apply To Simulation Exercise

Step 4 -- Define the Work Process
• Flowchart Existing Process
• Identify Error/Defect-Producing Steps
• Determine Present Error Rate
• Practice.... Apply To Simulation Exercise

Step 5 -- Improve the Work Process
• Lower The Probability Of Mistakes Occurring, By.....
- Simplification
- Elimination of Non-value adding Tasks
- Training and Other Techniques
• Flowchart the Revised Process
• Practice.... Apply To Simulation Exercise

Step 6 -- Measure Quality Level & Institutionalize Cost of Quality Index (Continuous Improvement)
• Setup Quality Measures
• How To compute Errors/unit, Errors/million and Sigma Levels
• Practice.... Apply To Simulation Exercise

IMPLEMENTATION SESSION (DAY - 2)

Module III

Step 1
• In Natural Work Groups, Participants Develop Product List
• Lists Merged To Develop Single List

Step 2
• Customers for Each Product Identified
• Master List of Customers Developed

Additional Training On Surveying Customers

Step 2 Continued
• Plan For Surveying Customers Developed
• Making Assignments for Surveying
• Preliminary Selection of Product to Work With

Practice On Flowcharting (Step 4)

Developing Action Plan and Implementation Timetable for Further Work

CAPTech International, Inc.
www.captechvipservices.com