The course is aimed at all those who need an appreciation of how process measurement is applied to the service sector and to the service departments within manufacturing industry.It will be of immediate benefit to those responsible for introducing measurement and evaluation.By concentrating on understanding processes it shows how this can be used as part of a company-wide improvement programme.

COURSE STRUCTURE

DAY ONE
Session 1
Learning objectives
Introduction to processes
Flow charting processes
Identifying inputs and outputs
Identifying customers and suppliers
Session 2
Setting process performance standards
The role of service level agreements
Measuring process performance
Identifying key performance indicators
Other process issues
Session 3
The philosophy of prevention
Understanding variability
Common and special causes
Feedback and statistical control
Session 4
Introduction to statistics
Measure of location and spread
The standard deviation and prediction
Data collection tools
• Tally charts
• Concentration diagrams
Data analysis tools
• Histograms
• Pareto analysis
Finding root causes

DAY TWO
Session 5
Introduction to control charts
Different types of data
Monitoring processes for timeliness
Drawing the X bar R chart
Drawing the X moving range chart
Session 6
Control chart interpretation
Understanding capability
Other types of data
Session 7
Monitoring processes for error
Introduction to attributes data
The P chart for defective processes
The U chart for errors on processes
Session 8
Other types of data
Self measurement charts
Why performance measurement
often fails
CPD Time: This course is equivalent to 16 hours of Continuous Professional Development (CPD) time.
No. of Days 2
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The Quality Partnership committed to Equal Opportunities

Tel: 0161 928 5073 Fax: 0161 941 3326 email: mike@thequalitypartnership.co.uk
11 Hale Road, Altrincham, Cheshire WA14 2EE