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HOW TO USE THIS BOOK 1 WORLD CLASS 1.1 CONTINUOUS IMPROVEMENT 1.1.1 History of Lean and Six Sigma 1.1.2 Lean principles 1.1.3 House of Quality 1.1.4 Eight types of Waste 1.1.5 CIMM?framework 1.2 CUSTOMER VALUE (VOC & CTQ) 1.2.1 CTQ ? Nursing home 1.2.2 CTQ ? Implementation organization 1.2.3 CTQ ? Ball bearing on shaft 1.2.4 CTQ?Flowdown ? Baking pancakes 1.2.5 CTQ?Flowdown ? Hotel room 2 POLICY DEVELOPMENT AND DEPLOYMENT 2.1 POLICY DEVELOPMENT 2.1.1 Mission, vision and core values 2.1.2 Competitive strategies 2.1.3 Cost of Poor Quality 2.2 POLICY DEPLOYMENT 2.2.1 Change management 3 PROJECT MANAGEMENT 3.1 MANAGING A PROJECT 3.1.1 Project prioritization (OB) 3.1.2 Project charter 3.2 PROCESS IMPROVEMENT ROADMAPS 3.2.1 PDCA?roadmap 3.2.2 DMAIC?roadmap 4 CIMM LEVEL I ? CREATING A SOLID FOUNDATION 4.1 PROFESSIONAL WORK ENVIRONMENT 4.1.1 5S ? At the office 4.1.2 5S ? On a computer 4.1.3 5S ? Activities 4.1.4 5S ? Gemba walk 4.2 STANDARDIZED WORK 4.2.1 Standard Operating Procedure ? Paper plane folding 4.2.2 One point lesson 4.3 QUALITY MANAGEMENT 4.3.1 Effective process control methods 5 CIMM LEVEL II ? CREATING A CONTINUOUS IMPROVEMENT CULTURE 5.1 VISUAL MANAGEMENT 5.1.1 Visualization in the workplace 5.2 PERFORMANCE MANAGEMENT 5.2.1 Ohno Circle 5.2.2 Root cause analysis 5.3 BASIC QUALITY TOOLS 5.3.1 Affinity diagram ? Students 5.3.2 5?Why technique ? Problem solving 5.3.3 Ishikawa ? Pizza complaints 5.3.4 Cause & Effect matrix ? Baking pancakes EXCEL 5.3.5 Scatter plot ? Electronic system 5.3.6 Pareto chart ? Customer satisfaction 5.3.7 Bar chart ? Corona 5.3.8 Bar chart ? Top 2000 5.3.9 Bar chart ? CPU2000 5.3.10 Pie chart ? Flashlight production 5.3.11 Time series plot ? COVID?cases 5.3.12 Time series plot ? Meatballs 5.3.13 Histogram ? Meatballs 5.3.14 Histogram - Welfare 5.3.15 Boxplot ? Coffee pods (OB) 6 CIMM LEVEL III ? CREATING STABLE & EFFICIENT PROCESSES 6.1 PROCESS MAPPING 6.1.1 SIPOC ? Baking Panca