Improving Service Processes

UHM Outreach College
Honolulu, Hawaii, United States

Course Format: Classroom | E-learning | Virtual Class | Online | On-site | Blended | Self-paced

Course Description:

'' People say, "I`m not in manufacturing; I don`t have processes." Nothing could be further from the truth. Indeed, most manufacturing is performed by machines. But in the emergency room, finance department, hotel lobby, or permit office, the quality and efficiency of services are determined by how well people execute business processes.

Service processes can be support systems in manufacturing organizations (e.g., finance, HR, IT) or core processes in non-manufacturing entities (e.g., banking, hospitality, military). Either way, measuring and improving service processes requires an approach that differs from the standard tactics (e.g., Six Sigma) a manufacturer might use. Improving Service Processes provides you with the tools and techniques you need to:

Measure the performance of service processes;
Understand variability in service and how it drives your improvement tactics;
Determine the stability, capability, and flexibility of your processes;
Recognize trends in performance;
Identify the factors that limit quality, slow service time, and increase costs;
Develop results-oriented solutions that yield improved business results.

This hands-on seminar utilizes some of the statistical tools used for TQM and Six Sigma along with non-statistical process analysis techniques. All examples and exercises address service processes.

Together with Process Mapping (not a prerequisite), Improving Service Processes provides a complete tool kit for managers and quality/process professionals to document, measure, analyze, and improve the way your organization delivers value to its internal and external customers.
...''

Elements of this syllabus are subject to change.

Phone:(808) 956-5666

School Address:

Outreach College
University of Hawai‘i at Mānoa
2440 Campus Road, Box 447
Honolulu, HI 96822 USA

Jobs & Resumes: Honolulu
Houses & Roommates: Honolulu
Travel Agencies: Honolulu

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