All organizations develop operational processes that support people in performing their work. Employees rely on these processes to understand what is expected of them and what they can expect of others.
This course covers the key aspects of organizational process management, including customer-focused design, product and service delivery, support, and supplier and partnering processes. The course also expands your knowledge relevant to best professional practices and gives you tools for enhancing organizational performance. At the end of this course you should be able to:
+ Understand how products and services processes are related.+ Describe commonalities of quality philosophies.+ List and explain the use of key tools for continuous improvement.+ Describe and differentiate the focus of Lean and Six Sigma continuous improvement methodologies.+ Understand the Baldrige criteria for operations focus excellence.
Wesley E. Donahue, Ph.D., PE, PLS, PMP, 6σ Black Belt (This email address is being protected from spambots. You need JavaScript enabled to view it.), is the course Master Instructor. Formerly, he was the director of Penn State Management Development, a self-supporting provider of education and training services to business and industry clients around the world. Before joining Penn State, he was co-founder and executive vice president of a manufacturing and specialty engineering firm; manager of corporate development and international manager of technology for a Fortune 200 company; and, professional associate of a worldwide provider of technical management professional services.
