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	Thesis Writing
	Service Quality
	Lean / Six Sigma
	Total Quality Management
	Healthcare Management
	APQP / PPAP
	Workshops / Seminars

Quality Yield Productivity (ML) Quality Yield Productivity (SL) Training Needs Analysis Staff Performance Evaluation Statistical Process Control Total Productive Maintenance Audit Management Document Control ISO Implementation Toolkit Attendance Monitoring Inventory Monitoring for Stock Inventory Monitoring for Finished Goods Utilities

Seven Quality Control Tools New Quality Control Tools Project Selection Tools Advanced Quality Techniques Voice Of Customer Quality Function Deployment Failure Mode Effects Analysis Statistical Process Control Advanced Statistical Techniques Measurement Systems Analysis Hypothesis Testing Distributions Design of Experiments Control Plan Methodology Dynamic Control Plan Production Part Approval Process Service Quality Tools Healthcare Clinical Research Design Business Thesis Writting Reliability and Validity Classical Design Robust Design Multivariate Analysis Monte Carlo Simulation

5S Housekeeping Seven Quality Control Tools Design of Experiments Failure Mode Effects Analysis Just In Time Mistake Proofing Measurement System Analysis Process Flow Chart Quality Function Deployment Statistical Process Control Hypothesis Production Part Approval Process Voice of Customer Process Work Instruction Standard Operating Procedure Process Capability Control Plan Methodology Dynamic Control Plan Service Quality Total Productive Maintenance Productivity Tracking Healthcare Six Sigma Training Needs Analysis Staff Performance Evaluation Market Research Visual Management Business Thesis Writting

Thesis Awareness Thesis Outline Thesis Mindset Thesis Proposal Thesis Writing

Basic Practitioner Classical Intermediate Advance Dynamic Characteristics Problem Solving

QFD (2 days) QFD (3 days)

Basic Practitioner Intermediate Advance Online Quality Control

Service Quality Customer Complaints Customer Satisfaction Survey Managing Customer Service Delivering Customer Service Internal Customer Satisfaction Customer Loyalty Calming Upset Customers Telephone Techniques Counter Service Assertive Behavior

7 QC Tools (1 day) 7 QC Tools (2 days)

Prototype Control Plan Pre-Launch Control Plan Production Control Plan

Basic Advance

Root Cause Analysis Incident Reporting HFMEA Cycle Time Reduction Clinical Research

Six Sigma Champion Six Sigma Yellow Belt Six Sigma Green Belt Six Sigma Black Belt

Balanced Scorecard Net Promoter Score Benchmarking

Audit Management

Six Sigma - 6 Sigma

Six Sigma - software and consultancy for costs and defects reduction.

Six Sigma (a registered service mark and trademark of Motorola) is a methodology to manage quality losses from business process variations that cause an unacceptable deviation from the target and a resultant defect; and to systematically drive improvements towards managing variation to eliminate those defects. The objective of Six Sigma is to minimize the loss-to-society by delivering high target performance, high reliability and value-add to the customer. The word sigma is a statistical term that denotes how far a given process metric deviates from the target. This distance measures how many "defects" there can be in the process. The larger sigma gets, the lesser the number of defects. Thus, by knowing the current sigma, effort can be directed to reduce this deviation to get as close to "zero defects" as possible. While it may not be possible to achieve zero defects, to achieve Six Sigma Quality, a process must produce no more than 3.4 defects per million opportunities (dpmo). An "opportunity" is defined as a chance for nonconformance or not meeting the required specifications.

This means a process must be nearly flawless in executing our key processes. Six Sigma focuses on the improvement of business processes so that implementers achieve extraordinary ongoing benefits of tens and hundreds of millions of dollars per annum. These financial benefits are achieved by increasing quality, reducing variation, reducing cycle times, eliminating waste, encouraging innovation, tightening customer relationships, and strengthening corporate cultures. Businesses embarking Six Sigma projects have “Champions” who are responsible for supporting, aligning and integrating the Six Sigma activities in their organization. Champions are trained in the essentials of the Six Sigma methodology, especially focusing on how to select projects that are aligned with business goals. Champions in turn select and mentor Six Sigma project leaders who are called “Belts” and ensure the Belts have the training and resources they need to successfully lead Six Sigma projects. Belts can be Green Belt, Black Belt or Master Black Belt.

Six Sigma programs are implemented through the DMAIC process consisting of:
	Define	What is important?
	Measure	How are we doing?
	Analyze	What is wrong?
	Improve	What needs to be done?
	Control	How do we maintain performance?

Define

The Six Sigma DMAIC method is about solving a problem (Big Y) defined in measurable terms with many variables (Xi) each with weighting a, b, c, …, n, etc. So

Y = Sum (a.X1, b.X2, c.X3, …, n.Xn).

In the Define phase, the Six Sigma project team identifies a project based on business objectives and the customers of the process and their needs and requirements. The team identifies CTQ (Critical To Quality) characteristics that have the most impact on the business and creates a process map for improvement.

Implementation Tools:-

Pareto Chart
Process Flow Chart
FMEA

Measure

The Belt leading the project determines the viability (capability and stability) of the project Y and how well it can be measured. If the project has a clear definition and metric, the Key Process Steps are studied and the Key Inputs identified for each process. Key Inputs are sorted to prioritize a short list for further study. An important aspect of Measure is to identify the gap between the current process performance and the desired process performance.

Implementation Tools:-

MSA - Measurement System Analysis
Trend Chart
Statistical Process Control

Analyze

In this phase, the team evaluates on how to reduce the gap between the current process performance and the desired process performance. This is often done through the careful analysis of process data. Six Sigma analysis techniques are very important and many are available from iCT-M.

Implementation Tools:-

Fishbone Diagram
Histogram
Regression Analysis Training
Design Of Experiments
Hypothesis Testing

Improve

Problem causes identified in the Analyze phase are overcome with creative improvements.

Implementation Tools:-

Brainstorming
Systems Diagrams
Error-Proofing
Corrective Action Matrix

Control

In the Control phase, mechanisms are put in place to ensure that the key variables are maintained within acceptable operating ranges over time. Thus, maintaining the gains. A project hand off process, reaction plans, and training materials are developed to ensure performance and long-term project savings are realized.

Implementation Tools:-

Control Plan Methodology
Statistical Process Control
FMEA
5S Housekeeping

Thesis Writing

Service Quality

Lean /Six Sigma

Total Quality Management

Healthcare Management

APQP / PPAP

Workshops / Seminars

Six Sigma - 6 Sigma

Six Sigma - software and consultancy for costs and defects reduction.

Lean /
Six Sigma

Total Quality
Management

APQP /
PPAP

Workshops /
Seminars