Black Belt (Service and Transaction)

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Lean Six Sigma is now a highly regarded and widely deployed approach to Continuous Improvement and has become the process improvement methodology of choice for organisations that are serious about achieving world class performance in quality and cust... Read More

Lean Six Sigma is now a highly regarded and widely deployed approach to Continuous Improvement and has become the process improvement methodology of choice for organisations that are serious about achieving world class performance in quality and customer satisfaction.  Lean Six Sigma is a team based application of process data and process knowledge to drive process improvement and cost savings in a disciplined project by project approach.  This Black Belt (Service & Transaction) course works through the DMAIC (Define, Measure, Analyse, Improve and Control) approach to process improvement in the Service and Transaction environment providing delegates with the critical tools involved.

This Black Belt (Service & Transaction) programme is delivered over 12 days training. This in-house course can be customised in advance to meet the specific needs of the44 organisation, including the choice of statistical software (SigmaXL or Minitab). Practical use of the software can be tailored to the delegates’ organisation by using real data examples from the organisation (where possible).

SQT certification of the delegate as a Black Belt (Service & Transaction) is only achieved on completion of a major project, documenting application of the learning tools and evidence of the savings generated.  This strategic and comprehensive project must be identified in advance of training which, once successful, will deliver real improvement and tangible savings of €50k annualised.  Delegates have up to 12 months following training to complete their final written project report.

This project forms a major part of the training process as it is only by ‘doing’, that people really learn the tools and techniques of Lean Six Sigma.  For this reason our training is specifically designed to be very practical and hands-on so that delegates, once they achieve Black Belt status, can go on to lead major improvement initiatives and drive lasting change within their respective organisations.

Key Success Factors Differentiating Lean Six Sigma from other Quality Initiatives:

  • Major emphasis on analytical approach, leading to accurate data-based decision making
  • Project driven using a defined set of problem solving tools
  • Top management leadership focused on success and driving bottom-line savings
  • Structured training at various levels to deploy tools and methodology, so that they become “the preferred way of working”

1.DMAICAchieving Lean Six Sigma Success…Involves A Number Of Key Elements

Customers:
You must start by focusing on the customer and identify their critical to quality requirements.

Processes:
You must ensure that your processes are designed and managed to meet these key customer requirements.

Measurements:
There must be appropriate measurements in place to understand how well you are meeting customer requirements and more importantly, how well the customer feels you are meeting their requirements.

People:
You need to involve your people, ensuring they are effectively equipped (trained) so that they are able and feel able, to challenge their processes and improve the way they work.

Tools:
Improvements are implemented project by project, using a systematic, data driven, problem solving and process improvement approach.

Leadership:
No change happens without the correct Leadership, Support and Management Behaviour, this is the real key to Lean Six Sigma success.

2.Roles

What Impact Can Lean Six Sigma Methodology Have On ‘Transactional Processes’?

  • Increased Productivity (eliminating waste and Non Value Add activities)
  • Reduced “End-to-End” process times
  • Customer Focused Improvements, delivering customer “promises”
  • Reduced Costs due to elimination of “excessive processing”
  • Increased Process Predictability, Reduced Errors
  • Improved Communication & Information Flow
  • Cost Avoidance (innovative, non capital solutions) / Improved Cash Flow
  • Sustained, Measurable Improvements
  • Increased Value for Business Shareholders

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What's covered?

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Session 1 (4 days)

  • Introduction to Lean and Six Sigma Concepts (may be omitted if delegates are at Green Belt Level)
  • Define Phase tools
    Project Charter, Project Plan, Customer Surveys, CT Tree, Kano Analysis, QFD, Stakeholder Analysis, RACI Communications, Planning,  First Pass Analysis of Data,   Customer Journey Mapping, Y-Tree, Belbin Team Roles, GRPI Team Assessment, SIPOC
  • Measure Phase tools
    Value Stream Mapping, Activity Mapping, Spaghetti Mapping, Deployment Mapping, IPO Mapping, Waste Walking, Brainstorming Tools, Data Collection Planning
  • Optional Module: Emotional Intelligence

Session 2 (3 days)

  • Analyse Phase tools
    Graphical Analysis, Multiple Regression, GLM ANOVA, Hypothesis Testing (incl. non parametric tests), Temporal analysis, Multi-Vari analysis, Root Cause Analysis, XY Matrix

Session 3 (3 days)

  • Improve Phase tools
    Creative Thinking tools, Prioritisation tools, Change Management tools, Risk Management tools, Implementation Planning, Kaizen Event Planning
  • Control Phase tools
    Standard Work, 5S, Visual Management, Dashboards, Statistical Monitoring, Error Proofing, Control Plans, Project Reporting

Onsite assessment – an additional onsite day for project report outs, part of assessment, will be included without charge. This is usually scheduled once projects have reached their Improve phases.

Who should attend?

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  • Business Process Improvement Personnel
  • Process Experts & High Potentials
  • Operations / Business Unit / Quality Managers
  • Those tasked with driving a major change initiative

What will I learn?

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The aim of the course is to produce graduates who possess advanced knowledge of theory and practice of Lean Six Sigma to enable them to establish and/or take leadership roles in process improvement efforts in service & transactional organisations.

Participants achieve the following learning outcomes from the programme;

  • Be able to effectively plan a lean six sigma black belt project, considering all key elements such as scope, stakeholder buy-in, resource requirements, milestone planning, business case, customer requirements, risk assessment  and communications planning. (Define)
  • Demonstrate the ability to refine a project in response to data findings once the project has commenced, adjusting scope/goals/timing as appropriate. (Define)
  • Demonstrate the ability to lead a project team in characterising a process via data collection, observation, mapping, waste walking and engaging subject matter experts taking care to avoid bias and jumping to solutions. (Measure)
  • Have detailed knowledge and understanding of a wide range of problem solving tools and techniques and the manner in which these are combined to ensure effective root cause analysis (Analyse)
  • Be able to apply analytical and advanced statistical methods applicable to their business and demonstrate the ability to draw conclusions from the use of analytical and statistical tools (Analyse)
  • Be able to confidently plan and facilitate solutions workshops, utilising innovative tools, to identify and prioritise effective solutions (Improve)
  • Demonstrate the ability to plan and manage solution implementation in both the technical and managerial aspects, including managing change, and communicate effectively their progress and impact. (Improve)
  • Demonstrate, through leading a project through sustainable delivery of significant financial (minimum target of €50k annualized) and/or customer benefit, that the delegate thoroughly understands the rigour and discipline of the proactive, investigative and data driven approach that is DMAIC. (Control)

Who are the tutors?

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What are the entry requirements?

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  • Ordinary Bachelor Degree or equivalent undergraduate qualification,
    or
    A person who has a minimum of two years’ experience in a role requiring the analysis and use of data in decision making
  • Suitable project to complete during training
  • Competence in basic Microsoft Office suite of software, particularly Excel and Powerpoint
  • A laptop with the most recent version of SigmaXL software or Minitab. (as agreed on course booking).

How will I be assessed?

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Delegates are required to complete an individual Lean Six Sigma Black Belt project. A strategic and comprehensive project must be identified in advance of training which, once successful, will deliver real improvement and tangible savings of €50k annualised.

Assessment is based on:

  • Project Proposal (Project Charter + Project Plan) (10%)
  • The Project Charter must be submitted to SQT prior to commencement of training. Comprehensive guidelines on project selection and a sample Project Charter will be supplied in advance to all course delegates
  • Project Continuous Assessment (10%)
  • Written Project Report (30%)
  • Project Oral Presentation (30%)
  • Written examination (20%)

All elements of the assessment must be taken and Learners must achieve a minimum of 40% in at least 4 out of the 5 elements. (The 4 elements passed must however include the: Written Project Report, Project Oral Presentation and Written examination).

During each module of training, Black Belts get the opportunity to present their project to the group thus developing their presentation skills as well as demonstrating and re-enforcing their knowledge of the tools and techniques.  This forms the Project Continuous Assessment.  Several months after the final training session Black Belt candidates will be invited to present their completed projects to a panel.  Delegates have the opportunity to invite their Project Champion/Management representatives from their own company to the presentation.

Comprehensive guidelines will be given during the course to all delegates. The delegate has up to 12 months following training to complete their final written project report.

How do we train and support you?

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This course is a taught course over ten days. Delegates then complete an individual Lean Six Sigma Black Belt project. A strategic and comprehensive project must be identified in advance of training which, once successful, will deliver real improvement and tangible savings of €50k annualised.  Delegates have up to 12 months following training to complete their final written project report.

This classroom based course is highly interactive and uses practical exercises to reinforce tool understanding and learning. The training is enhanced by the vast experience of the tutors who have trained hundreds of Green Belts and Black Belts as well as completing numerous transactional and manufacturing projects themselves.

Lean Six Sigma Black Belt Training is challenging in terms of content and time requirement.  A ‘rule of thumb’ for QQI validated programmes is that one credit is equivalent to approximately 25 ‘learner effort hours’. ‘Learner effort hours’ include training days, time spent at project, time spent studying/reading, learning on the job.

Mentoring

Throughout the training and right through to project completion, Black Belt candidates will receive support and mentoring from their tutor.

Company Support

For companies embarking on a Lean Six Sigma deployment, a 1 day ‘Introduction to Lean Six Sigma’ and a 2 day ‘Lean Six Sigma Champion’ training is available for company personnel, as required.

Free Access to Online Resources

SQT provide learners with access to a free online platform. The online system provides learners with access to a wealth of learning resources (such as course notes, presentations, additional reading, templates, screen casts and links to useful websites). Learners can also upload assessments and receive feedback from Tutors via the system.

Lean Six Sigma Network

Lean Six Sigma Practitioners will be invited to join the Lean Six Sigma Network where they will receive ongoing support and development in their role as a Lean Six Sigma leader and practitioner, as well as network with other companies rolling out Lean Six Sigma initiatives. Meetings are held quarterly.

Programme accreditation

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This course is validated by QQI at Level 8 on the National Framework of Qualifications (NFQ).  Successful delegates will receive a Special Purpose Award, Certifcate in Process Engineering (40 Credits).

Awards made by QQI are on the National Framework of Qualifications (NFQ). The NFQ provides a way to compare qualifications, and to ensure that they are quality assured and recognised at home and abroad. Qualifications (awards) in the NFQ are recognised in Ireland and abroad.

This programme can be used as a basis for applying for ASQ (American Society for Quality) certification.  Delegates can sit the ASQ Black Belt certification examination. Some further self-study will be required. ASQ certification is a formal recognition by ASQ that an individual has demonstrated a proficiency within, and comprehension of, a specific body of knowledge.

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SnapshotSnapshot

Duration
12 training days
Course Times

9.00am - 5.30pm

Delivery Mode
This programme is available In-House

What They SayWhat They Say

The high points were the structure of the course and the exercises done to drive in the tool learnings. Excellent Trainer. 

– Pallavi Wahi, Associate Project Director, Lionbridge Technologies Inc

Black Belt (Service and Transaction)

Duration: 12 days
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