Six Sigma
for Transactional / Service
Where would
businesses be without Human Resources,
Information Technology, Production Planning, Logistics / Traffic, and
Finance departments? Lean Sigma for Service at SBTI provides
both
2-week Green Belt and 4-week Black Belt Transactional Six Sigma
programs to transform people in these areas into process improvement
leaders. Armed with the ability to attack complex,
human-dependent processes, these Transactional Lean Six Sigma Green
Belts and Black Belts take their efficiencies to new heights.
What
is Transactional Lean Six Sigma or
Service Six Sigma?
Transactional
and Service functional areas are
different, and have unique needs from traditional manufacturing areas.
There is no "product" per se, and usually an "entity" flows through the
processes. This entity may change shape, form, travel across several
departments, processes and even replicate itself. Traditional Lean Six
Sigma will work in these areas, but it is far from an easy fit. Often
the processes are loosely defined, and there may be several processes
that cross any one individuals desk. The cash flows are often huge in
numbers and the impact these processes have on customer and employee
satisfaction is tremendous. So process improvement has tremendous
leverage in these areas, and especially if the business is a service or
transactional business by nature, such as Banking, Finance,
Transportation, Telecommunication or other Business to Business
services.
SBTI
re-defined Transactional Six Sigma Green Belt
and Black Belt Training in 2002 with our all-new approach to
Transactional Lean Six Sigma in service functions and office
environments. Integrating years of customer inputs, together with
leading Transactional Master Black Belts, an approach to Lean Sigma was
developed that uses office language, eliminating manufacturing jargon,
improved common-sense roadmaps, and a complete case study that goes
through the entire Transactional training program. The feedback from
students and business executives has been overwhelming. If you want to
include Data
Mining, that is
also available.
Some
recent student comments from
several Transactional Lean Six Sigma training classes:
- "Plenty
of material presented in a logical and pleasant, effective manner."
- "Instructor's
approach to material is logical and makes difficult subjects easier to
understand. I really liked hypothesis testing and Lean tools."
- "Instructor
has a lot of experience, ... and puts passion into it."
- "
I
am very pleased after completing the last week of training &
impressed with the amount of information I have actually retained!"
The
SBTI Transactional Lean Six Sigma
Training Program
This Lean
Sigma Green Belt and Black Belt program
is targeted to business and service professionals aimed at process
improvement in their respective areas. Careful attention is paid to
defining a process, defining service defects, and initiating the right
data collection if none exists. Often the major opportunities in
Transactional processes exist in the definition stage, and the early
data collection or measurements. The SBTI Transacaional Lean Six Sigma
Green Belt or Black Belt program follows the traditional Six Sigma
gates of define-Measure-Analyze-Improve-Control or DMAIC, but that is
where the departure begins. Improved Roadmaps, with detailed
instructions, and some tools unique to service processes have been
added to help with the unique problems encountered in Service
Functional Areas. Attribute data handling techniques are covered
extensively, and wherever possible detailed examples are provided. All
SBTI instructors and consultants in Transactional Lean Six Sigma have
in-depth experience in service businesses and functions. It shows in
the student comments and evaluations, as this program consistently
scores near the top of the range each and every time it is offered at
an SBTI client.
Process
& Service Design for Six Sigma
(DFSS)
Many of the
tools and techniques of Lean Sigma
apply to process and service design, and quite a few do not. SBTI's Six
Sigma Process Design (SSPD) training program or Service DFSS has
combined the key tools and methods from DMAIC and DFSS to form a unique
5-day program aimed solely at Service and Process Design, sometimes
called Transactional DFSS. The program has a pre-requisite of Green
Belt or Black Belt with transactional focus. For more on this unique
Service Design training program, please see our resource
library, or to hear about it in
our podcast.
Click these
links for more information on our Transactional Green Belt
(497KB ) and Transactional Black Belt
(286KB)
offerings.
Transactional
Links
Data
Mining (64 KB )
Software with PS&J
Service & Process
Design
(SSPD or Transactional DFSS) (1.92
MB )
Service
Industry Statistics
Enterprise Project Management:
Instantis
PowerSteering
Monte Carlo Simulation(Crystal
Ball)
Process
Simulation with IGrafx
Tools & Methods Software:
QFD & TRIZ with IdeaCore
Tolerance Modeling with VarTran
Related Conferences & Meeting Places:
ISixSigma
IQPC
WCBF
ISSSP
Six Sigma Forum
Other
Useful Links and Information:
National Association of Service
Managers (NASM)
Malcolm Baldridge National
Quality Award
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