1 WORLD CLASS 1.1 CONTINUOUS IMPROVEMENT 1.1.1 History of Lean and Six Sigma 1.1.2 Lean principles 1.1.3 House of Quality 1.1.4 Eight types of Waste 1.1.5 CIMM–framework 1.2 CUSTOMER VALUE (VOC & CTQ) 1.2.1 CTQ – Nursing home 1.2.2 CTQ – Implementation organization 1.2.3 CTQ – Ball bearing on shaft 1.2.4 CTQ–Flowdown – Baking pancakes 1.2.5 CTQ–Flowdown – Hotel room 2 POLICY DEVELOPMENT AND DEPLOYMENT 2.1 POLICY DEVELOPMENT 2.1.1 Mission, vision and core values 2.1.2 Competitive strategies 2.1.3 Cost of Poor Quality 2.2 POLICY DEPLOYMENT 2.2.1 Change management 3 PROJECT MANAGEMENT 3.1 MANAGING A PROJECT 3.1.1 Project prioritization (OB) 3.1.2 Project charter 3.2 PROCESS IMPROVEMENT ROADMAPS 3.2.1 PDCA–roadmap 3.2.2 DMAIC–roadmap 4 CIMM LEVEL I – CREATING A SOLID FOUNDATION 4.1 PROFESSIONAL WORK ENVIRONMENT 4.1.1 5S – At the office 4.1.2 5S – On a computer 4.1.3 5S – Activities 4.1.4 5S – Gemba walk 4.2 STANDARDIZED WORK 4.2.1 Standard Operating Procedure – Paper plane folding 4.2.2 One point lesson 4.3 QUALITY MANAGEMENT 4.3.1 Effective process control methods 5 CIMM LEVEL II – CREATING A CONTINUOUS IMPROVEMENT CULTURE 5.1 VISUAL MANAGEMENT 5.1.1 Visualization in the workplace 5.2 PERFORMANCE MANAGEMENT 5.2.1 Ohno Circle 5.2.2 Root cause analysis 5.3 BASIC QUALITY TOOLS 5.3.1 Affinity diagram – Students 5.3.2 5–Why technique – Problem solving 5.3.3 Ishikawa – Pizza complaints 5.3.4 Cause & Effect matrix – Baking pancakes EXCEL 5.3.5 Scatter plot – Electronic system 5.3.6 Pareto chart – Customer satisfaction 5.3.7 Bar chart – Corona 5.3.8 Bar chart – Top 2000 5.3.9 Bar chart – CPU2000 5.3.10 Pie chart – Flashlight production 5.3.11 Time series plot – COVID–cases 5.3.12 Time series plot – Meatballs 5.3.13 Histogram – Meatballs 5.3.14 Histogram - Welfare 5.3.15 Boxplot – Coffee pods (OB) 6 CIMM LEVEL III – CREATING STABLE & EFFICIENT PROCESSES 6.1 PROCESS MAPPING 6.1.1 SIPOC – Baking Pancakes 6.1.2 Flowchart – Flashlight production 6.2 PERFORMANCE METRICS 6.2.1 Takt time – Flashlight production 6.2.2 Takt time – Fines 6.2.3 Lead time – Letters 6.2.4 First Time Right (FTR) and Rolled Throughput Yield (RTY) 6.3 VALUE STREAM ANALYSIS 6.3.1 Three M’s and eight wastes 6.3.2 Waste identification – Logistical process 6.3.3 Process FMEA – Baking pancakes (OB) 6.3.4 Poka Yoke – Practical examples 7 CIMM LEVEL IV – CREATING CAPABLE PROCESSES 7.1 STATISTICS 7.1.1 Scale types 7.1.2 Mean and median 7.1.3 Variance, standard deviation and range (OB) 7.1.4 Probability theory – Tossing dice (OB) 7.1.5 Probability theory – Vase with marbles (OB) 7.1.6 Population versus sample (OB) 7.1.7 Measurement procedures and systems (OB)