"Identifying What the Customer Wants" Item No. OPER0122
"Translating Requirements into Process Goals" Item No. OPER0123
"Understanding Processes" Item No. OPER0124
"Implementing Improvements" Item No. OPER0125
"Managing Process Improvements" Item No. OPER0126
"Managing Customer-Driven Process Improvement Simulation" Item No. OPER0120
Identifying What the Customer Wants - 3.0 hours/PDUsDo you know what your customer wants? Traditionally, companies have assumed customer needs and expectations. Today, the more successful companies actively solicit customer input. The result? They create products the customer wants and needs. To compete successfully in today's market, you'll need to do the same. This course presents ways you can solicit your customer's voice, methods to prioritize customer requirements, and techniques to apply this knowledge to your organization.
Implementing Improvements - 2.5 hours/PDUsCustomers' perception of quality is constantly changing in today's market. What the customer wants now may not be what he wants six months from now. This means that the traditional approach of continual small improvements may not be the approach of choice for certain products. Alternative approaches that generate more dramatic results might be a better choice. This course explores a variety of approaches to process improvement. It also describes planning and implementation steps you need to
Managing Process Improvements - 3.0 hours/PDUsProcess improvement involves planning, implementation, and effective management to see the effort through from start to finish. Many organizations neglect the management phase, and, as a result, the effort ends up failing. How do you manage such a vast improvement undertaking? This course will explain who is responsible for managing process improvement, how to manage improvement effectively, and how to handle inherent process improvement problems. You'll learn to set short-term improvement goals
Translating Requirements into Process Goals - 3.5 hours/PDUsCustomers want quality. And quality includes customer requirements such as ease of use, reliability, or response time that are sometimes difficult to measure. To produce improvements that will generate the results customers want, these quality requirements must be redefined as measurable goals. The purpose of this course is to show you how to redefine customer quality requirements as measurable goals so they can drive process improvements.
Understanding Processes - 2.5 hours/PDUsAn automotive department has an excellent reputation, yet it receives numerous complaints about delays in repairs. When the sequence of activities in the auto repair process is mapped out, the problem is discovered. Surprisingly, it is due to an unnecessary paper shuffle between the auto shop and front office. This course shows you how to understand different types of processes, break a process down into a sequence of activities, and then analyze the sequence for problems.
Why Customer Driven? - 2.5 hours/PDUsToday in America, the emphasis is on service. Health care organizations, insurance agencies, investment brokers, and accountants sell services rather than products. As the popularity of the Internet increases, all companies are forced to focus on service through company web sites that put them into direct contact with customers. Customer satisfaction--and quality--is quickly becoming the value-added feature that can make or break a product or a company. To satisfy customers and give them the
