Managing Customer-Driven Process Improvement Curriculum Outline
Customer-driven Process Improvement: Basic Framework
Overview/DescriptionLetting customer needs drive your process improvement efforts can increase the chances that your product or service will be favored by customers – the most important stakeholders in your business. Customer satisfaction is critical to the survival of any business. And organizations that focus on improving processes so that they can produce what customers want and need are likely to be more successful than those that dont. Customer feedback, whether direct or indirect, gives an organization an opportunity to analyze its operations and processes to find ways to satisfy customers better and to develop a competitive advantage. This course describes these and other benefits and outlines a six-step framework for customer-focused improvement activities, which include identifying customer needs, translating those needs into process requirements, and implementing and sustaining improvements. This course also describes ways an organization can prepare to be successful at carrying out these activities by, for example, continually cultivating a mind-set that recognizes the importance of the customer.
Target AudienceSupervisors, team leaders, process owners, and managers at all levels who want to develop or refine their skills for customer-driven process improvement
Expected Duration (hours)1.0
Lesson Objectives Customer-driven Process Improvement: Basic Framework
Describe key ideas about customer-driven process improvement Identify the myths associated with process improvement Recognize the benefits of pursuing customer-driven process improvements in your organization Sequence examples of the stages in the framework for customer-driven process improvement Assess the effectiveness of an organizations preparation for customer-driven process improvement efforts in a given scenario Course Number:
oper_22_a01_bs_enus Back to ListCustomer-driven Process Improvement: Identifying Customer Needs
Overview/DescriptionRapid change and intense competition mean that organizations have to establish and maintain a clear, consistent understanding of their customers requirements, and then meet those requirements on an ongoing basis. Information about what customers need should drive strategy and core process improvements. But the first step in any customer-driven process improvement initiative is determining customer requirements. This course describes a process for doing this. It explains how to define your customers in a way that focuses on which customer voices matter the most as an input to a process improvement initiative. It also describes how to gather high quality information about customers by using tools such as surveys, focus groups, and interviews. And it explains how to analyze customer data effectively using the Kano model.
Target AudienceSupervisors, team leaders, process owners, and managers at all levels who want to develop or refine their skills for customer-driven process improvement
Expected Duration (hours)1.0
Lesson Objectives Customer-driven Process Improvement: Identifying Customer Needs
Distinguish between the different approaches to segmenting customers Determine the most appropriate customer data-gathering tool for a given situation Assess whether customer data has been analyzed effectively in a given scenario Course Number:
oper_22_a02_bs_enus Back to ListCustomer-driven Process Improvement: From Customer Needs to Process Requirements
Overview/DescriptionAnalyzing and understanding voice of the customer data is an important first step in managing customer-driven process improvement. This data reveals important information about customers needs, perceptions, and attitudes. But what do you do with the insights you gain from it? Translating the voice of the customer into measurable process requirements is the next step. It means taking those initial insights and digging deeper so that you can turn customer needs into process goals. This course shows you how to do this. It describes what critical to quality (CTQ) customer requirements are and how to use CTQ analysis to express customer requirements as meaningful, measurable, and actionable process characteristics. It then outlines the steps for doing a quality function deployment analysis, which helps you translate the voice of customer data into internal specifications for products and processes.
Target AudienceSupervisors, team leaders, process owners, and managers at all levels who want to develop or refine their skills for customer-driven process improvement
Expected Duration (hours)1.0
Lesson Objectives Customer-driven Process Improvement: From Customer Needs to Process Requirements
Identify effective examples of critical to quality customer requirements Evaluate the effectiveness of a CTQ tree in a given scenario Describe the priorities and relationships in a completed QFD analysis for a given scenario Match components of a House of Quality to their descriptions Course Number:
oper_22_a03_bs_enus Back to ListCustomer-Driven Process Improvement: Mapping and Measuring Processes
Overview/DescriptionMapping and measuring your current processes, especially those that are most critical to customers, are important steps in improving them. Mapping a process helps you visualize it - enhancing your understanding of the variables that make it work. The map you create can then be used to measure different parts of the process, assessing their efficiency. This course describes the tools you need to map and measure processes effectively. It demonstrates how to create a process map and outlines steps for measuring your current processes.
Target AudienceSupervisors, team leaders, process owners, and managers at all levels who want to develop or refine their skills for customer-driven process improvement
Expected Duration (hours)1.0
Lesson Objectives Customer-Driven Process Improvement: Mapping and Measuring Processes
Determine whether a SIPOC diagram has been built correctly for a given scenario Distinguish between different types of process maps Recognize how to draw a process map Recognize examples of the steps in the process for implementing measures for current processes Course Number:
oper_22_a04_bs_enus Back to ListCustomer-driven Process Improvement: Analyzing Process Problems
Overview/DescriptionOne of the stages in customer-driven process improvement is identifying problem areas in current processes. Its vital to find out why something has gone wrong in a process, especially if it affects the organizations ability to meet customers requirements. By identifying problems and unearthing their causes, you can pinpoint the changes necessary for resolving the problem and improving the process. This course describes how to identify process problems by doing a gap analysis. It also explains the importance of analyzing the causes of process problems. And it shows how to use a cause-and-effect diagram, as well as the 5 Whys tool, to do this type of analysis. Finally, it outlines how to validate the causes you identify.
Target AudienceSupervisors, team leaders, process owners, and managers at all levels who want to develop or refine their skills for customer-driven process improvement
Expected Duration (hours)1.0
Lesson Objectives Customer-driven Process Improvement: Analyzing Process Problems
Recognize examples of the steps in gap analysis Determine the most effective cause-and-effect diagram for a given scenario Assess how well the 5 Whys tool has been used to determine the root cause of a problem in a given scenario Match descriptions to the type of statistical analysis used for validating possible process problems Course Number:
oper_22_a05_bs_enus Back to ListCustomer-Driven Process Improvement: Identifying Improvement Ideas and Solutions
Overview/DescriptionAfter investigating current processes, its time to find improvement solutions. You need to ask what actions or ideas will help address the root cause of any problems uncovered. Which of these ideas make up workable potential solutions? Which solution will most likely fix the issue with the least cost and disruption? How do you test a chosen solution to ensure its effectiveness? This course addresses such questions. It outlines ways to generate ideas for improving a process. It explains how to refine those ideas and select the best idea by using a solution matrix. It also describes how to calculate the risk of your given solution by using failure modes and effects analysis.
Target AudienceSupervisors, team leaders, process owners, and managers at all levels who want to develop or refine their skills for customer-driven process improvement
Expected Duration (hours)1.0
Lesson Objectives Customer-Driven Process Improvement: Identifying Improvement Ideas and Solutions
Distinguish between different improvement solutions you may use to make processes better Assess the effectiveness of a brainstorming session to generate process improvement ideas, in a given scenario Describe ways to refine ideas for improving processes Sequence the steps in creating a solution matrix Use FMEA to determine potential risks of an improvement solution in a given scenario Course Number:
oper_22_a06_bs_enus Back to ListCustomer-driven Process Improvement: Implementing and Maintaining Improvements
Overview/DescriptionThe final stage in customer-driven process improvement is implementing the changes that will enable a process to deliver what customers need. After determining customer requirements, measuring and analyzing current processes, and determining process problems and potential solutions, its now time to take action. The energy that often accompanies this stage can make the planning, piloting, and troubleshooting of the implementation easier. This course describes how to channel that energy to create a well-thought-out implementation plan. It outlines actions that help make the implementation run smoothly and describes techniques for maintaining process improvements over a longer period of time.
Target AudienceSupervisors, team leaders, process owners, and managers at all levels who want to develop or refine their skills for customer-driven process improvement
Expected Duration (hours)1.0
Lesson Objectives Customer-driven Process Improvement: Implementing and Maintaining Improvements
Sequence examples of the steps in creating a test plan Recognize how to develop an effective process improvement implementation plan Identify examples of useful actions to take when implementing process improvements Describe ways to maintain process improvements Course Number:
oper_22_a07_bs_enus Back to List
Managing Customer-Driven Process Improvement
One of the most important measures in the business process of any company is to constantly be customer driven. In the business
process, customer service has almost become more important than the actual product or service a company provides. Depending on the
quality of your customer service and satisfaction, it could cost you your customers and could even cause them to run right toward
the competition. Your process management and constant process improvement in being customer driven will determine the
competitiveness and longevity of your business.
In order to keep your customers happy, you must meet their needs and expectations. But how do you find out what they really
want? Well, ask them! So many companies make the terrible mistake of assuming what their customers need and expect, rather than
actually asking them, thereby skipping one of the most important steps in the business process. Only the customer can speak for
themselves. Once you understand exactly what your customers are looking for, you can turn those wants and needs into your company
goals in order to meet your customer’s expectations and even win their loyalty.
Establishing and maintaining a customer-driven company involves constant business process management. The needs and expectations
of a customer are constantly changing, therefore so should your business process management.
Benefits of CBT Direct’s Online Customer-Driven Business Process
Improvement Training
CBT Direct boasts the most beneficial online training on the market. With CBT Direct’s online training, you have the flexibility
to study on your schedule, and with the speed and reliability of the internet, CBT Direct’s online training course in the
customer-driven process, is accessible anywhere you have an internet connection. Convenience finally costs less with CBT Direct -
the most affordable online training solution today.
The unique design of CBT Direct’s business process course emphasizes learner initiative, self-management and experiential
learning. CBT Direct’s online course design begins with the definition of user-focused performance objectives and then proceeds to
the selection and implementation of instructional strategies and learning activities appropriate for those objectives. This
effective instruction model for CBT Direct’s customer-driven process management and process improvement training course ensures
the greatest level of comprehension and retention.
Who Benefits from CBT Direct’s Customer-Driven Business Process
Improvement Training?
Managers at all levels, supervisors and team leaders will benefit from this online course in the business process. It would
also be helpful to other staff managers to learn more about the business process in order to be a more involved participant.
What Professionals Will Learn from CBT Direct’s Customer-Driven Business Process Improvement
In our online training course to improve your customer-driven business process, you will learn the true benefits of offering
an exceptional product or service and the importance of quality in today’s market. You’ll also learn why your customers’ needs
should be the number one factor in determining the blueprints of your business process.
We’ll help you recognize the different types of business processes, how the specific steps for them are broken down and how
to analyze them for problems and then troubleshoot these steps to solve problems quickly and more efficiently. This course will
cover everything from defining the business process that is right for your company, to mapping the process and selecting the
proper process management staff, to analyzing and implementing the right steps for continuous process improvement.
Click here to see a detailed curriculum outline.
Who is responsible for your business process management and constant process improvement? Many companies neglect to make
this decision or lack the right people in process management. This online course will identify who should be calling the shots
in your customer-driven process improvement efforts and what responsibilities and requirements each staff member has in the
business process.
CBT Direct’s online training course in the improvement of your customer-driven business process will help you to capture
your customer’s voice and differentiate their perceptions on a product’s quality and features as well as get to know your
customers on a whole. Understanding your customers is the secret to a functional business process and the only way to provide
the quality and service your customers expect.
Managing Customer-Driven Process Improvement
