Six-Sigma-Training-Course-Content

Lean Six Sigma Green Belt Consulting Role Based Training
We focus on delivering Role-Specific training rather than Product based Training
ZaranTech LLC. , http://www.zarantech.com, info@zarantech.com , (515) 309-7846, Page - 1
5550 Wild Rose Lane, Suite 400, West Des Moines IA 50266
Course Title: Business Analyst Competency Development Program
Course Duration: 45 hours Training
Training Materials: All attendees would receive
 Training presentation of each session,
 Source Code for examples covered.
Training Format: This course is delivered as a highly interactive session, with extensive live examples. This
course is delivered in Online using Web and Audio Conferencing.
What will you learn?
The J2EE/JEE Training uses best practices and guidelines from Java Community Process (JCP®
). The training
content is customized to meet the practical needs of a J2EE/JEE professional.
Lea Six Sigma Consulting Role Based Training
Course Duration: 40-50 hrs.
Prerequisite: Anyone
Timings: Weekdays & Weekends (after work hrs)
Mode of Training: Online
How Are We Different?
 We just don’t teach Lean Six Sigma methodology but we share how to identify, drive &
successfully implement Lean Six Sigma project.
 We just don’t teach we will make people learn Lean Six Sigma Green Belt concept.
 Our faculties are not just trainers; they are industry experts and consultants for fortune 500
companies who are highly capable of understanding the importance of Lean Six Sigma
implementation in the business and make them experience break through improvements.
 Our Role-Specific training differs from any other training company in the world
Benefits:
 Quality Course Material & E-books
 24 x 7 Online access to trainers
for Doubts Clarification,
 Develop skills to apply Lean Six Sigma
philosophy for breakthrough
improvement.
 Assistance how Lean Six Sigma Project
Identification & Implementation.
Training Highlights:
 Focus on learning along with training.
 40-50 + hrs. Of Training & Case Studies
understanding.
 Video Recordings of sessions provided.
 Understanding of using Lean tools
 Understanding of Six Sigma tools
 Basics of some of the important tools like
Visio & Minitab
 Project guidance
 Perform data analysis using simple templates
like FMEA, Process Mapping, C & E ,
Hypothesis, VSM etc.
ZaranTech
LLC

In this training, attendees learn:
PHASE 1: Overview
a. Introduction to Lean Six Sigma
b. Lean Six Sigma Overview
c. Problem Solving Methodologies
d. Understand Lean Tools
e. Basic Statistics
f. Basics of Minitab
PHASE 2: Define
a. Introduction to Define
b. Voice of Customer & CTQ
c. Project Charter
d. SIPOC
PHASE 3: Measure
a. Introduction to Measure
b. Measurement System Analysis
c. Capability Analysis
d. Data Collection
PHASE 4: Analyze
a. Identifying X Variables
b. Introduction to Graphical Analysis
c. Histogram
d. Pareto
e. Box Plots
f. Scatter Plot
g. Introduction to hypothesis Testing
PHASE 5: Improve
a. Introduction to Improve
b. Design of Experiments
PHASE 6: Control
a. Introduction to Control
b. Control Charts
c. Quality Planning
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d. Project Closure
e. Assignments
f. Assessment
About the trainer:
1. Operational excellence consultant in Multi National Company.
2. Served in Multi-National companies like Accenture, Cap Gemini, 247 & iGATE
3. Currently Associated with XYZ for IT companies support quality management & Improvement of the
processes across the organization
4. Worked in various domains like Contact Centre, HR Outsourcing & IT.
5. Extensive experience in transitions, Business Process re-engineering, quality management, Change
Management, client engagement, project management, process analysis, delivery of high-quality service,
relationship management, analytical skills, driving Lean Six Sigma projects.
6. Successfully Deployed, Lean Six Sigma Black Belt, Green Belt & Lean Projects like increasing customer
satisfaction, improving TAT, process harmonization, Process designing, process redesigning, Improving
SLA, Process Efficiency &Waste Reduction.
7. Trained & mentored relevant stakeholders on Lean Six Sigma approach & tools.
8. Certified Lean Six Sigma Black Belt & trained in ITIL & QMP.
Take away from the course:
This course is designed for anyone who is
1. A SAS, SPSS Analytics Professional.
2. Gain knowledge of lean six sigma Green Belt tools & methodology.
3. Learn techniques to identify lean six sigma Green Belt project.
4. Successful application of DMAIC or Lean Six Sigma Green Belt tools as and when required.
Pre-Requisites:
1. Someone who wants to start his/her career as lean Six Sigma Green Belt Consultant.
2. Freshers, mid management, management, top management, consultants irrespective of any
industry who wants to improve their processes/business.
ZaranTech
LLC

Lean Six Sigma TRAINING
PROGRAM ROADMAP
PHASE 1: Overview
Introduction to Lean
Six Sigma
PHASE 2: Define
PHASE 3: Measure
PHASE 4: Analyze
Basic Statistics
Lean Six Sigma
Overview
Basics of Minitab
VOC & CTQIntroduction to Define
Capability AnalysisMeasurement System AnalysisIntroduction to Measure Data Collection
Graphical Analysis Box Plot
LeanSixSigmaConsultingRoleBasedTrainingProgram
Project Charter SIPOC
PHASE 5: Improve
Design of Experiments
Identifying Variables
Introduction to Improve
Histogram
Problem Solving
Methodologies
Method
Lean Tools
Scatter Plot
Hypothesis Testing
PHASE6: Control
Introduction to Control Quality PlanningControl Charts Project Closure Assignment
Project Guidance
Two Case Studies understanding
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Topics covered:
PHASE 1: Overview
a. Introduction to Lean Six Sigma
b. Lean Six Sigma Overview
c. Basic Statistics
d. Basics of Minitab
e. Assignments
Detailed Coverage for PHASE 1:
• Why Lean Six Sigma
• Lean Six Sigma application, philosophy & goals
• Origin of Six Sigma
• Origin of Lean
• Understanding process inputs & outputs
• Recognize Key drivers for business
• Understand Key Metrics
• Organisation Goals & Six Sigma
• Projection Selection
• When to use Six Sigma
• Problem Solving Tools
• Lean Tools & Concepts
• Value Adding & Non Value Adding Activities
• Theory of Constraints
• DFSS
• QFD
• FMEA
• DFSS Roadmap
PHASE 2: Define
a. Process Management for process
b. Process Elements
c. Owners & Stakeholders
d. Identify Customers
e. Collect Customer Data
e. Voice of CustomerZaranTech
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• VOC Analysis
• Identification of CTQ
• QFD Requirements
• Project charter
• Problem statement
• Goal statement
• Project scope
• Project Metrics
• Project planning
• Project documentation
• Benefits calculation
• Team members
• Management & Planning Tools
• Affinity Diagrams
• Inter relationship Diagrams
• Tree Diagrams
• Prioritization Matrices
• PDPC
• PDCA
• Network Diagram
• DPU
• COPQ
• DPMO
• Process Capabilities
• FMEA
• Team Dynamics & Performance
• Teams, Roles & responsibilities
• Brainstorming
• Nominal Group Technique
• Multi Voting
• Communication
PHASE 3: Measure
a. Introduction to Measure
b. Measurement System Analysis
c. Capability Analysis
d. Data Collection
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• Process Analysis
• Process Mapping
• Flow Charts
• Identify Process Inputs & Output
• Identify process input variable & output variable
• SIPOC
• Cause & Effect Diagrams
• Relational Matrices
• Probability
• Central Limit Theorem
• Sampling
• Types of Data
• Measurement Scale
• Data Collection Methods
• Stem & Leaf Plots
• Box & Whisker Plots
• Run Charts
• Scatter Diagrams
• Pareto Charts
• Histogram
• Probability Distributions
• Normal Distribution
• Binominal Distribution
• Poisson Distribution
• Chi Square
• Student’s t
• F Distribution
• Measurement System Analysis
• Process Capability Studies
• Process Performance VS Specification
• Process Capability Indices
• Short Term Vs Long Term Capability
• Process Capability for Attribute Data
PHASE 4: Analyse
a. Identifying X Variables
b. Introduction to Graphical Analysis
c. Histogram
d. Pareto
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e. Box Plots
f. Scatter Plot
g. Introduction to hypothesis Testing
• Multi Vary Studies
• Simple Linear Correlation & Regression
• Hypothesis Testing
• Type I & Type II Error
• Tests for Mean
• Tests for Variances
• Paired Comparison tests
• ANOVA
• Chi Square
PHASE 5: Improve
a. Introduction to Improve
b. Design of Experiments
PHASE 6: Control
a. Introduction to Control
b. Control Charts
c. Quality Planning
d. Project Closure
• Design of Experiment
• DOE Basic Terms
• Factors & Levels
• Main Effect
• Interaction Main Effects & Interaction Plots
• Statistical Process Control
• Objectives & Benefits of SPC
• Identifying Causes
• Special Cause
• Common Causes
• Rational subgrouping
• Selection of Control Chart
• Constructing Control Chart
• Types of Control Charts
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• Analysis of Control Chart
• Special & Common Cause Rules
• Implement & Validate Solutions
• Control Plan
Project Guidelines:
We would help you to understand Lean Six Sigma Green Belt Methodology in details, how to use these
concepts to drive projects. This will help you to understand how to identify Lean Six Sigma project or any
improvement project. We have developed our own templates in excel & word for each of these tools
which will have instructions how to use these tools. Without using Minitab & Visio, you will be able to
conduct analysis using these templates. We would teach you how to drive project step by step following
Lean Six Sigma approach using case studies. Any help that are required -how to kick off project, how to
identify projects, conduct analysis during different phases & how to close projects will be provided even
after completion of the training program.
ZaranTech
LLC

Background:
The client is one of the world’s largest payment services providers serving more than 300 clients.
Headquartered in US with offices spread across the Americas, EMEA, and Asia Pacific, the client supports more
than 50% of the VISA and MasterCard consumer-credit accounts in the United States.
The challenge:
Due to decline in Quality scores, combined with agent-related customer complaints, the client mandated a 90-
day performance improvement plan.
Solution:
One major action step within the 90-day plan was to establish a Six Sigma Greenbelt project focusing on First
Call Resolution (FCR) which also impacts both overall Quality performance and Customer Satisfaction. Analysis
of data sources revealed common top drivers between customer complaints and the quality audits conducted
on the FCR metric.
Focusing on the identified top drivers of customer dissatisfaction, three major actions were executed.
 The first was an initiative to improve agent call handling skills under the management of the dedicated
communication skills training group.
 The second action was the introduction of a knowledgebase focused on the top drivers.
 The third was a series of weekly drills designed to improve agent problem solving and probing skills.
Results:
The project exceeded its goal of increasing FCR conformance from a baseline of 60% to 70%, closing at 71%.
After the implementation of the control action steps, this figure reached 78%. Moreover, there was a
concurrent 5% decrease in the number of escalations to the Tier 2 team.
CASE STUDY # 1 – “Improving First Call Resolution”
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CASE STUDY # 2 – “TAT reduction of payment processing”
Define & Measure:
 Business Case: Vendor payment processing cycle takes around 65 days, wherein it should be processed
within 40 days from date of invoice receipt. Currently it’s a lengthy process. This leads to customer
dissatisfaction & noncompliance w.r.t company policy.
 Current CTQ: 20% of payment processing is completed within 40days from the date of receipt against a
target of 90% within 40 days from date of invoice receipt.
 VOC collection
 Established data collection mechanism
Analyze:
 Brainstorming session conducted to identify all possible X’s (inputs).
 Prioritization matrix was used to shortlist critical process inputs.
 Root cause analysis was done to understand delay in payment processing.
 Value adding and Non-Value Adding activities are identified in the as-Is process map.
 Performed process capability & process performance analysis.
Improve:
 Developed To-Be process map with short term & long term recommendations & implemented.
 Significant improvement in all the CTQ post implementation.
 Achieved 94% of payment processing target.
 2 sample tests conducted to find out if there is a significant improvement after recommendation
implementation.
 5 Kaizen improvements were implemented.
Results & Control:
 CTQ Achieved: Achieved CTQ’s identified in the project. 94% payment processing completion within
40days from date of invoice receipt.
 Governance Model was set up to review the performance of the process on continuous basis.
 Control charts implemented for monitoring critical process inputs (X’s).
ZaranTech
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Study Aids: Six Sigma related Books
Title Author
Implementing Six Sigma : Smarter Solutions Using Statistical
Methods Breyfogle, Forrest W III
Lean Six Sigma George, Michael L
Design for Six Sigma: The Revolutionary Process for Achieving
Extraordinary Profits Chowdhury, Subir
Rath and Strong's Six Sigma Pocket Guide Rath and Strong
Six Sigma - The breakthrough Management Strategy
Revolutionizing the World's Top Corporations Mikel, Harry
Statistical Process Control & CWQI Neville McMillen
Six Sigma for Managers Brue, Greg
The Six Sigma Handbook Pyzdek, Thomas
The Power of Six Sigma: An Inspiring Tale of How Six Sigma Is
Transforming the Way We Work Chowdhury, Subir
The Six Sigma Way: How GE, Motorola, and Other Top Companies
are Honing Their Performance
Peter S. Pande et al, Robert P.
Neuman, Roland R. Cavanagh
Statistics for Management, Seventh Edition Richard I. Levin
What Is Six Sigma? Peter S. Pande
Lean for Software Development Mary & Tom Poppendieck
Six Sigma related URLs:
http://www.6sigma.us/
http://www.isixsigma.com/
http://www.asq.org/sixsigma/
www.minitab.co.uk/
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http://www.sixsigmagroup.co.uk/
http://www.tqmi.com/sixsigma/
http://www.motorola.com/content/0,,3085,00.html
http://onlinelearning.novations.com/course/user/list_all.aspx
http://www.softwaresixsigma.com/
www.lean.org/
http://www.leanmanufacturingguide.com/
http://www.leansigma.com/
ZaranTech
LLC

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