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
