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Customer-focused
organisation (group exercise)
- Understanding
customer requirements in practice
- Impact of
total quality on business results
- Process Vs
fire fighting approach
- Teamwork,
leadership, cross-functional communication
Process
assessment
- Gathering
and prioritising customer requirements: methodology.
- Process
description: mapping and flowcharting
- Process
metrics
- Process
assessment from the customer perspective: group exercise
Process
analysis and improvement
- Benchmarking:
don't re-invent the wheel!
- Process
constraints and bottlenecks: resources, skills, etc.
- Process
analysis tools: Pareto chart, fishbone diagram
- Continuous
process improvement Vs re-engineering
- Process
improvement plan and its implementation
- Process
analysis group exercise
Pipeline
management
- Group
simulation exercise
- Internally
generated variability and amplification effects
- Long
lead-time effects on delivery performance
- Can a
process influence the way employees behave?
Factual
approach to decision making
- Process
metrics: variables and attributes
- Dynamic
process behaviour
- Variability
measurement: run charts and histograms (group exercise)
- Data
interpretation: process change Vs intrinsic variation
- Customer
satisfaction measurement and interpretation
Process
optimisation (PC-based simulation)
- Process
parameters: throughput, lead-time, WIP, takt
time, yield, batch size, etc.
- Bottleneck
effects: capacity, variability, yield, batching, etc.
- Variability
effect on WIP and lead-time
- Process
lead-time and delivery performance
- Capacity utilisation
Vs lead-time reduction
- Resource
allocation
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