Certified Manager of Quality Organizational Excellence Part 2

Duration: 125.0

Black Belts have the challenging task of managing the full spectrum of team dynamics on Six Sigma improvement projects. Besides resolving conflicts, Black Belts require the skills to manage and optimize group behavior. They must also be familiar with tools and techniques for making team meetings and decision-making process more effective. Black Belts are often called upon to assess training needs and plan its delivery to ensure team members have all necessary skills and knowledge required for the success of improvement projects. This course explores several team dynamics and management techniques for Black Belts. It also deals with training as a tool for improving the performance of Six Sigma team members and strengthening their ability to realize project goals. This course is aligned with the ASQ Certified Six Sigma Black Belt certification exam and is designed to assist learners as part of their exam preparation. It builds on foundational knowledge that is taught in SkillSoft's ASQ-aligned Green Belt curriculum.

• identify how teams leaders should handle groupthink or risky-shift forms of maladaptive behavior
• identify key functions of team leads in managing team behavior
• recognize issues and conditions that are likely to spark conflict
• choose the best conflict-resolution approach and recognize the steps for resolving the conflict, in a given scenario
• suggest techniques for improved management of meetings in a given scenario
• recognize key elements of team meetings
• match decision-making tools to team situations in which they should be used
• identify the Lean Six Sigma Black Belt's training responsibilities
• recognize steps involved in implementing an effective training curriculum
• identify the basic components of a training plan
• identify the essential requirements of Six Sigma training
• distinguish between modes of training
• describe key learning theories
• recognize the characteristics of Six Sigma certification
• recognize techniques to evaluate training
• recognize why it's important to get feedback on training effectiveness

Duration: 64.0

This course covers best practice industry standards for quality and process improvement that can be used for effective project management. This course will assist learners in preparing for the PMI® PMP® certification exam. PMBOK, PMI, PMP, CAPM are registered trademarks of the Project Management Institute, Inc.

Learning Objectives

• Recognize activities that are part of the Lean methodology
• Match Lean principles to their descriptions
• Recognize key characteristics of the Six Sigma methodology
• Recognize quality management practices that result in continuous improvement
• Recognize characteristics of a Kanban-pull system
• Identify the types of information revealed by a value stream map
• Identify key principles of the ISO 9000 quality standard
• Recognize characteristics of CMMI®
• Identify examples of BSI standards
• Recognize the purpose of the IEEE quality standards
• Demonstrate your understanding of various quality management tools and systems

Duration: 105.0

To improve the processes behind an organization's products and services, a Six Sigma Black Belt must measure them. Among the many Six Sigma tools, several are designed specifically to identify and prioritize process input and output variables and their importance relative to customer or business requirements. Using cause-and-effect matrices, Black Belts can determine which process inputs to target first. Using process efficiency formulas, they can determine the ratio of value-added time to total lead time, then enhance this ratio by reducing that troublesome drag on lead time – work in process. With metrics established, Black Belts can recommend approaches to balance the flow of processes and determine the impact that 'hidden factories' could have on process flow metrics. Looking closer at the steps of a given process, Black Belts are then able to wield a number of analysis tools such as flowcharts, spaghetti diagrams, process maps, value stream maps, and gemba walk to reveal lurking time traps, constraints, and wasted steps – all with a view of improving process characteristics for optimum efficiency. This course provides strategies to measure the current state of an organization's processes by analyzing the variables of its processes, using metrics to calculate process flow performance, and employing tools to analyze processes. This course is aligned with the ASQ Certified Six Sigma Black Belt certification exam and is designed to assist learners as part of their exam preparation. It builds on foundational knowledge that is taught in SkillSoft's ASQ-aligned Green Belt curriculum.

• calculate rankings and match input variables to their relative significance
• use the formula for calculating process cycle efficiency (PCE)
• calculate the desired amount of work in process (WIP) and predict the consequent improvement in PCE
• identify the benefits of reducing WIP
• match value flow concepts to definitions
• calculate takt time and determine the best option for streamlining a process to meet customer demand, in a given scenario
• recognize examples of how "hidden factories" negatively impact organizational processes
• identify steps for creating a spaghetti diagram
• recognize best practices for using a gemba walk
• match process analysis tools to descriptions of their use
• sequence activities involved in conducting a value stream analysis
• interpret elements of a value stream map

Duration: 30.0

Failing to realize the importance of customer service and effective communication can lead to increasingly dissatisfied customers. This course provides valuable advice on how to improve your interactions with customers, including how to overcome barriers to communication as well as how to speak effectively, use vocal cues, and listen actively and use paraphrasing to convey your understanding of the customer's needs.

• classify examples of communication as formal or informal
• identify methods to overcome barriers to effective communication
• recognize the skills required for effective speaking
• match positive and negative vocal cues with examples
• identify the factors that contribute to effective listening
• match the mirroring behaviors involved in active listening to their characteristics
• identify the benefits of using paraphrasing techniques
• use verbal communication skills effectively in a customer support environment