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Lean in Service

This course guides the learner on how to develop and deploy Lean techniques for delivering improvement projects within the Service industry or service functions of manufacturing industries.

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Description

Learner Profile:

This course is suited to staff working in the Service Industry or within a service role in Manufacturing Industry.

Learner prerequisites:

Candidates should, at minimum, have completed the Junior Cert with pass grades in at least five ordinary level subjects (including Maths and English).

Learning outcomes:

At the end of the course learners will be able to: 

· Understand Change Management and Lean in the Service Industry.

· Understand the concepts, tools and principles of Lean that align with office, retail, professional services and other service sectors.

· Understand the Six Sigma philosophy, the DMAIC (Define, Measure, Analyse, Improve, Control) methodology and the tools and techniques used in Lean Six Sigma deployment.

    Course Content:

    Topic 1: Lean in Service 


    · Understanding Lean in a Service Industry.


    · Process Improvement in admin, IT processes and SOPs (Standard Operating Procedures)


    Topic 2: Define and Measure 


    · Six Sigma, DMAIC methodology, Lean Systems, Cost of Poor Quality (COPQ) 


    · Identify waste and understand the 8 Lean Waste Streams 


    · Define a problem statement, use a Project Charter and Project Schedule  


    · Introduction to SIPOC (Supplier, Input, Process, Output, Customer) and VOC (Voice of the Customer) 


    · Stakeholder Communication Plan  


    · Introduction to Process Mapping


    · Collecting and Measuring Data, Control and Pareto Charts 


    Topic 3: Analyse and Improve 


    · Team techniques 


    · Cause-Effect Diagrams 


    · Brainstorming · Prioritise potential causes


    · Decision making tools


    Topic 4: Control 


    · Visual Management Review and Action on a continuous basis PDCA (Plan, Do, Check, Act)

    Duration:

    This course runs for 14 hours across two days.

    Exam/Continuous Assessment details:

    N/A

    Certification / Awarding Body/Credits:

    Vendor Certificate of Completion.

    Progression Pathway:

    Learners may progress to the following AMTCE courses:


    · QQI Level 5 Six Sigma Green Belt certification course (AMC21059) or


    · QQI Level 6 Certificate in Operational Excellence (AMC22150)