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Course Content and Outline
Total Estimated Hours: 20.35
Note: This outline is identical for the Healthcare, Financial Services, and Services versions. The
difference for each course lies in the customized case studies, examples and exercises.
Session 1: Introduction (3.95 Hours)
• Introduction • DNA of a Champion
• Higher Standards for Higher • Lean Six Sigma Framework
Performance • DMAIC ‐ The Lean Six Sigma Improvement
• Lean Six Sigma Defined Process
• Input Determines Output • Lean and DMAIC
• Success Stories • Organizing for Success
• The 99.9% Problem • Working Relationships
• The Sigma Level • What's In a Name?
• Calculating the Sigma Level – Toolset • Session 1 Skill Check
Session 2: Tools for Improvement Define and Measure (9.65 Hours)
• SESSION 2 ‐ Introduction • Measurement & Metrics
• Project Charter Toolset • Trend Chart Toolset
• Process Mapping • Histogram Toolset
• Process Mapping (SIPOC) Toolset • Quantifying Process Variability
• Process Flow Charts and Swim Lanes • SPC ‐ Introduction and Background
• Value‐Added Flow Charts • X and Moving Range Charts ‐ Toolset
• Affinity Diagram Toolset • Pareto Chart Toolset
• CTQC Tree Diagram Toolset • MEASURE ‐ Progress Review
• Voice Of The Customer As Specifications • Exercises and Quiz
• DEFINE Progress Review
Session 3: Tools for Improvement Analyze, Improve, and Control (6.75 Hours)
• SESSION 3 ‐ Introduction • Piloting a Solution
• Cause & Effect Diagram Toolset • IMPROVE ‐ Progress Review
• 5‐Why, 1‐How • Control Plan
• Scatter Plot Toolset • Standardized Work ‐ Documenting Process
• ANALYZE ‐ Progress Review Changes
• FMEA Toolset • CONTROL ‐ Progress Review
• Brainstorming • SESSION 3 ‐ Exercises and Quiz
• Prioritizing and Selecting a Solution • Course Completion
Updated: 1/1/10
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