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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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