Customer Experience Training - United States

Customer Experience Training Course Outline

Module 1: Strategy Alignment

• Overview of Strategy Alignment
• Strategy Alignment
• Operating Model
• Comparing Lean, Six Sigma, and Rapid Improvement
• Agile Project Management
• Comparing Deployment Strategies
• Voice of the Customer (VOC)
• Design Thinking
• Lean
• Elements of a Lean System

Module 2: Project Identification

• Lean Supply Chain
• CT Flow Down
• Operational Analysis
• Metric Categories
• Scoping Projects
• A3 Form
• Project Charters
• Project Prioritisation
• Information Technology Ecosystems

Module 3: Lean Six Sigma Basics

• Understand the Voice of the Customer
• Create Robust Product and Process Designs

• Reduce Complexity

• Deploy Lean Six Sigma Teams
• Performance Measurements
• Create Value Stream Maps (VSM)
• Eliminate Unnecessary Operations
• Implement Just-in-Time Systems

• Reorganise Physical Configurations
• 5S and Standardised Work
• Link Operations
• Balance Material Flow
• Mistake-Proofing
• High Quality
• Reduce Set-Up Time (SMED)
• Total Preventive Maintenance
• Level Demand
• Reduce Lot Sizes

• Supplier Networks and Support
• Implement Visual Control and Pull

• Systems – Kanban

• Continually Update Process Technologies

Module 4: Rapid Improvement Events

• Prepare for the Rapid Improvement Event

• Create a Project Charter
• Assign a Project Leader and Team Members
• Reserve a Conference Room
• Obtain Supplies and Equipment
• Ensure Facilities Are Available Including Breakout Rooms
• Ensure Support Personnel Are Available to Assist the Team
• Collect Process Information of Floor Layouts, Process, and Procedures
• Collect Information of Operational Cycle Times
• Developing a Schedule for the Rapid Improvement Event
• Setting up Flip Charts and Organising Other Materials
• Rapid Improvement Event Communication Email
• Rapid Improvement Event Kick-Off Agenda

• Conducting the Event

• Bring Team Together to Discuss Roles and Responsibilities
• Discuss Event Deliverables
• Conduct Team Training as Required
• Create Detailed Value Flow Maps and Layouts of the Process
• Facilitate to Ensure Full Participation of Team Members
• Collect Data at Every Operation
• Analyse Data and Develop Prioritised Improvements
• Change the Process
• Apply 5S and Mistake-Proofing Methods
• Evaluate the Rapid Improvement Event

Module 5: Data Collection and Analysis

• Big Data Collection and Analytics
• Metadata Definition and Lineage
• Information Quality Governance
• Value Stream Mapping
• Process Characterisation
• Simple Analysis of Process Data
• Mapping High-Volume Transactions
• Data Collection for Services
• Measuring Process Complexity
• Customer Experience Mapping

Module 6: Process Improvement

• Common Process Changes
• Control Tool Effectiveness and Sustainability
• Root Cause Analysis and Improvement Strategies
• Robotic Process Automation
• Automating for Solution Sustainability

Module 7: Building a Case for Change

• Psychology of Groups
• Change Readiness
• Project Transition
• Building a Case for Change
• Accelerating Change

Module 8: Implementing Solutions

• Control Strategy
• Control Tools
• Quality Control Plan
• Communicating the Proposed Changes
• Follow-Up Activities
• Creating Metric Dashboards

Module 9: Organisational Change

• Sustaining Process Improvements
• Governing Organisations
• Security
• General Data Protection Regulation
• Changing an Organisation