The Course Content
Day One: Continuous Improvement
Background to the Quality movement
Process Evolution (continuous) or Revolution (step change) Improvement
Strategic choices: Meeting the Customers’ Needs
Sources of change in the external and internal environments
Innovation from Creative Destruction
Why organisations fail
Day Two: Identify and Solve Problems
Managing different types of change
Problem-solving vs. performance-improvement vs. innovation
The problem solving cycle
Problem identification techniques: 5 Why’s, Root Cause analysis
Questioning techniques: solving the right problem
Problem solving techniques: SSM, CATWOE, Mind maps, brainstorming
Day Three: Delivering Change and Improvement
Maintaining focus on objectives and outcomes
Aligning business processes to deliverables
Process mapping and business process management
Cost of poor quality: Value chain analysis
Roles in change & improvement initiatives
Fail fast: conducting test/pilot projects
Day Four: Creating a Culture Supporting Innovation
Governance structures to deliver improvement
Performance metrics and measurement
Evaluating and comparing results
Creative methods: lateral thinking, Delphi
Coaching techniques: Lean Six Sigma, Kaizen, TQM
Juran’s spiral of progress: monitor, review, report, adapt
Day Five: Leadership Attributes for Innovation & Improvement
Go/no go and resource decisions
Dealing with the unexpected and obstacles
Setting the example and leading the charge
How change and learning occur
Motivation and morale in a world of constant and never-ending change
Overcoming resistance to change - why innovating is hard