Six Sigma for Service and Healthcare Industries
The benefits of using Six Sigma in a production and manufacturing environment to reduce and eliminate defects are well known and documented. However, this powerful methodology is effective in any environment where there are numerous hand-offs, transactions, highly variable results and complex processes. Service industries such as banking, insurance, telecomm, healthcare, IT and any company with a highly integrated customer relationship or complex flows of information can reap enormous cost savings, quality improvements and increased customer effectiveness through the deployment of Six Sigma.
You’ll learn to:
- Identify waste in service processes
- Reduce service wait times
- Cut the operational costs of doing business
- Streamline decision-making processes
- Understand and collect voice-of-the-customer metrics
- Use survey, opinion polls and attitude date measurements in developing service process improvements
- Create process flow maps and control charts to monitor transaction-intensive activities
- Develop service processes optimized for customer security and safety
Outline
Waste Identification
- Cost overruns
- Transactional speed
- Time traps
- Value stream analysis
Using Voice of the Customer
- Product and service evaluation
- Process improvement
- Identifying customer needs
- Bridging business strategy to customer services
Reducing Complexity in Service Processes
- Forces driving complexity
- Calculating the costs of complexity
Identifying and Correcting Service Improvement Opportunities
- Bottlenecks, backlogs and constraints
- Converting customer complaints
- Increasing response times
- Supplier and external customer transactions
- Internal customer transactions
Security and Safety
- Costs of security and safety (S&S)
- Intergrating S&S in the development cycle
- Retrofitting processes for S&S
Schedule
Evening before course — Optional dinner for those arriving early
Day 1 — 8:00 a.m – 4:30 p.m. Registration/Session
Day 2 — 8:00 – 3:30 p.m. Session
Day 2 — 3:30 p.m. Exam
Program Faculty
Scott B. Converse
Scott Converse is the Director of Technology Programs for the University of Wisconsin-Madison School of Business. Working within the Executive Education department, he oversees courses in Six Sigma, purchasing and supply, and information technology. Scott developed and oversees the Technical Leadership Certificate series, a collaborative effort between the College of Engineering and the School of Business. He is also a lecturer in the University of Wisconsin-Madison School of Business’ MBA program.
Scott has developed technology-based training courses for a variety of audiences ranging from the computer novice to the IT professional. Clients have included Fortune 500 firms, the U.S. military, state and local government and not-for-profit agencies. He is engaging, interactive and clear in the presentation of technical material. His ability to break down complex topics, use analogies to develop understanding and include visual and group activities in traditionally lecture-based subjects helps to make learning fun.
Areas of expertise include internetworking concepts and information technologies, predicting and managing emerging technologies, technology project implementation, the role technology will play on the future of business, data analysis and data mining techniques. He also has over a decade of applied experiences in the field as a former IT director for the University of Wisconsin, and technologist for an Internet working software developer.
Scott received his MBA from the University of Wisconsin-Madison, and he holds a B.S. degree in Physics from UW-Eau Claire.
Carl S. Vieth
Carl is the Director of Corporate and Institutional Education for the College of Engineering at the University of Wisconsin-Madison. He is responsible for bringing the resources of Engineering Professional Development to businesses, government agencies and other professional organizations. Prior to joining the University of Wisconsin, Carl was a senior healthcare consultant and Six Sigma Black Belt with GE Healthcare (formerly GE Medical Systems). As a consultant and Six Sigma Black Belt, Carl employed Six Sigma to drive performance improvement in hospitals and healthcare organizations. Carl’s areas of expertise include leadership development, healthcare management, commercial operations and sales management, adult professional development, and clinical cardiology and emergency medical systems.
The University of Wisconsin-Madison, as a member of the University Continuing Education Association (UCEA), authorizes this course for 1.4 Continuing Education Units (CEUs) or 14 hours.