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Guide to Process Improvement and Change

Course ID GPIC
Format Face-to-Face

Apply the most appropriate methods and tools to improve processes, reduce costs, and increase customer satisfaction

This workshop involves participants in exploring the major approaches for process improvement. Through a combination of information sharing and facilitated workshop activities, go through the five steps of designing a process improvement project. The application of a systematic approach to change is benefiting companies around the globe. Process improvement is the foundation of organizational sustainability. The most successful organizations proactively harness technology, processes, innovation, and opportunities that add tangible benefit to both customer and company. The philosophy and application of the principles that underlie process improvement are modifying the very nature and culture of the organizations in which we work. Those who embrace process improvement are in the best position to realize long term success.

Course Data

  • CEU Hours: 0
  • Length: 26 Hours
  • ASQ RU: 2.6
  • Provider: ASQ
Course Overview

Learning Objectives:

  • Study the multiple dimensions of process focus.
  • Analyze the “voice of the customer.”
  • Calculate “critical to quality” requirements.
  • Evaluate SIPOCS and force field analysis.
  • Assess process flow structures.
  • Review key measures of process performance.
  • Observe and compare widely used process methodologies.
  • Apply the process analysis life cycle.



Who Should Attend:

Quality managers, team facilitators, team members, process improvement project leaders, quality engineers, and supervisors will benefit from this course. This is an excellent course to prepare for Six Sigma Black Belt training as well.

  1. Introductions and expectations
  2. Course materials and objectives
    1. Personalized process improvement case study
    2. The executive guide to improvement and change
    3. Goal/QPC memory jogger II
  3. The case for process improvement and change
  4. Personalized PI case study core Priorities: Step 1
  5. Impact of the customer on process improvement
  6. The voice of the customer: Valuing customer needs
    1. Six areas critical to successful business outcomes
  7. Customer satisfaction as a driver for improvement and change
  8. The core process redesign pathway — Introduction
  9. Personalized PI case study: Step 2 — Using CPR
  10. The human side of process improvement
    1. Teams and other resources
  11. Setting process expectations and scope
    1. Force field analysis
  12. The characteristics of effective processes
  13. Personalized PI case study: Step 3 — Mapping the SIPOC
  14. Translating customer requirements to process models
  15. The value of systems processes
  16. Personalized PI case study: Step 4 — Core process drill-down
  17. Chain management
  18. Measuring processes for improvement
  19. Personalized PI case study: Step 5 — Aligning priorities, process and outcomes
  20. Using tools for process improvement
    1. Reducing variation and increasing value
    2. Lean, six sigma, decision-making and problem solving
  21. Personalized PI case study: Step 6 — Designing the implementation project
  22. The process improvement toolkit
    1. Process analysis tools: Control charts, pareto, histogram, cause and effect, etc.
  23. Personalized PI case study: Step 7 — Packing the right tools for the journey
  24. Mega-tools for Project Effectiveness
    1. Balanced scorecard, software and the Internet
  25. Personalized PI case study: Step 8 - Launching the improvement project
  26. Final process improvement case study presentations


This is a two-day, instructor-led, face-to-face course.


Digital course content and Principles of Quality Cost: Principles, Implementation handbook are included in the purchase price of the course. 

Cancellation Policy
ASQ reserves the right to cancel or re-schedule courses and to change instructors. Please be advised that in the event of a course cancellation, ASQ is not responsible for airfare penalties or other travel related expenses you may incur.

If you need to cancel, we will refund your paid registration fee as noted below.
  • Requests for cancellations or transfers to another course offering received at least 30 calendar days before the start of the course can receive a full refund or transfer.
  • There are no refunds within 30 calendar days before the start of the course.
  • Requests to transfer to another course offering received between 29 and 10 calendar days of the course starting incur a $150 processing fee.
  • There are no transfers within 9 calendar days before the start of the course.
  • There are no refunds if the content has been accessed.
  • Enrolled students who fail to attend their registered course without advance notice are liable for the entire course fee.
  • IMPORTANT: Some courses are delivered by ASQ’s partners and have separate cancellation policies. Please refer to the product page for exact information or contact Customer Care at [email protected].

Enrollment Details

Format: Classroom
Format: Face-to-Face

An instructor-led traditional classroom experience. Classroom-based instruction involves the highest level of instructor/student interaction. We offer classroom style training in two formats. See public and on-site.

No Offerings Scheduled English List: $1399 Member: $1099


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