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Courses > Lean Process in Service & Government

-- Course Outline --


Is your Lean or Six Sigma initiative a success when processes are improved, costs are cut but customers notice no difference?

Welcome to the power of the C3 methodology and dozens of tools. This workshop is for teams seeking to design and improve any kind of business processes. It provides customer-centered tools and tactics for process mapping, analysis, measurement and improvement. The goal is that customers actually experience process improvement while reducing rework by at least 50% and cycle time by at least 80%.

This provocative, fast-paced presentation provides an easy-to-understand way to make sure your competitive initiatives:

  1. Connect with customer priorities

  2. Incorporate balanced performance measures

  3. Are applied to service and knowledge work

  4. Strengthen the customer-centered character of your culture.


Every concept is taught in a practical, jargon-free style and presented interactively with humor. The principles and tools you experience here enable concrete ways to excite customers, energize employees and leverage your leadership position.

You will be challenged and motivated to see Lean and Six Sigma from the customer inward (rather than process outward). You will experience a new and refreshing way to think about who your customers really are, how to find out what they want and how to prepare your organization to conduct competitive transformation on the leading edge.

Some of the stunning, tangible results experienced by current practitioners will be shared. Using these concepts and tools, one organization won the Baldrige-based state quality award within only three years, earning better than a 10:1 return on their invested effort.

After completing this tutorial you will learn that:

  • Process improvement which is not positively experienced by customers is a competitive mirage.

  • The customer’s process begins when a product or outcome is wanted and ends when satisfaction is achieved.

  • Process improvement requires introspection.

  • The yield of the entire process is constrained by the lowest yield within the process.

  • Elimination and consolidation is always done before automating

For more information about this course, contact us.



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