Lite Lean Six Sigma for Experience Management
Master techniques that multiply value!
Lean and Six Sigma aren’t for certain roles.
They’re sensible management for all roles . . . and instrumental to huge savings and gains.
And this Lite Lean Six Sigma course applies universally to customer experience (CX), employee experience (EX), partner experience (PX), and marketing roles.
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You will learn:
- Customer-centered process improvement: COPIS (customers specify the outcomes needed from our processes and inputs from our suppliers).
- CX bottleneck identification and removal: PERT critical path analysis and activity network diagrams.
- Prioritize CX improvements by the Pareto 80/20 rule.
- Drill-down to root causes within 2 hours: 5 Why’s workshops.
- Data-based decision-making: check sheets, histograms, control charts, force-field analysis.
- Connecting all this to money value! And much more, all in context of customer, employee, and partner experience management.
00:07:00 
What is Lean?
Lean, efficiency, effectiveness, value stream, muda/waste, affinity diagram, checksheet, run chart, ...
00:07:00 
What is Six Sigma?
Six sigma, mistake-proof, value-rescuing, value-creating, resolve instances, stop recurrence, preven...
00:07:00 
Prioritize Actions
MoSCoW, correlation, Pareto, 4 gold metrics (and stumbling blocks of prioritizing by NPS, AI-first, ...
00:06:00 
Prioritize Momentum
Constraints, Eisenhower Grid, RFM matrix, kanban, RACI, Gantt chart, swim lane diagram
00:08:00 
Prioritize Accountability
ABCDE Ranking, 25/5 rule, 3-3-3, time-blocking, VoC alignment, benchmarking, tie-ins, recognition
00:11:00 
Increasing Value
Kaizen, CTQ, DMAIC, DMADV, PDCA, 5S, cascading objectives, double diamond, lean enterprise, agile en...
00:06:00 
What Causes Experience
COPIS, SIPOC, process diagram, outcomes, faulty filters, root causes of bad experience
00:07:00 
Leading Indicators
5 Why's, fishbone diagram, experience improvement model, lifetime value hierarchy
00:06:00 
Mistake-Proofing
Experience improvement workshops, single-page strategy, outer loop, dashboards
00:08:00 
Inter-dependencies
Suboptimization, PERT, value stream, critical path, FMEA, inter-relationship diagraph
00:09:00 
Experience Leadership
7x7 customer alignment, self-assess customer-centricity, CX Council, CX Champions, ideal CXM organiz...
Lite Lean 6 Sigma Quiz
20-question multiple-choice assessment
