Voice of Process Masterclass
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Welcome
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Excellent Participant Feedback
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Now A Masterclass
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Delivering Customer Satisfaction Awaken. Align. Achieve.
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Self Assessments
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Credentials
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Are you Ready
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Voice of Process Curriculum
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Module 1: Align Processes
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Align, Process, VOP
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Lets Have Fun
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Debrief
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Where does Voice of Process Fit in: Balanced Scorecard
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Sustainability: 5th Pillar
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Voice of Process: Goals
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Customer Experience Priorities
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Customer Problems
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Module 1: Completed
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Module 2: Why is Voice of Process Important
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Understanding Causes of Customer Dissatisfaction
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Process Design
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Process Focused Quality Culture
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What Is Process Focused Quality Culture
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What Happens If We Don’t Have a Process Focused Quality Culture
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Continuous Process Improvement
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Module 2: Completed
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Module 3: Lean
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What is Lean
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Pure Lean
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Kaizen
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Where can I Find it?: Everything is a Process
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Types of Waste: DOWNTIME
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Defects
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Overproduction
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Waiting
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Not Utilizing Knowledge Skills Abilities
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Transportation
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Inventory
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Motion
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Excess Processing
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Causes or Reduces Waste
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Causes & Reduction
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Measuring Waste
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Metrics: Eliminate Waste
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Module 3: Completed
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Module 4: Problem Solving
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PDSA
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PDSA Steps
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Plan
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Do
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Study
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Adjust
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Tools for Process Improvement
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Brainstorming
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Pareto Chart
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Fishbone Diagram
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Checksheets
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Histogram
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Control Chart
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A3
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Effective A3 Report
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Gemba
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Where to Go for Gemba
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Be a Detective: Where is Gemba
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Gemba: A tool of Lean Culture
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Process Focused Quality Culture
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Gemba with Purpose
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Module 4: Completed
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Module 5: Process Management, Efficiency
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Standard Work
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Steps in Creating Standard Work
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Flowchart
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Value Added vs Non Value Added
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Value Stream Maps
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Flowchart or Value Stream map
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Value Stream Map Activity
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Value Stream Debrief
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VOP Timeliness Responsiveness Metrics
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Service Indicators
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Systems for Efficiency
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Takt Time
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Just in Time (JIT)
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Just in Time Pros & Cons
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Just in Time Examples
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Process Improvement: What Should They Do
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Process Improvement Exercise
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Kanban
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Heijunka
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Heijunka Examples
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What Does Heijunka Require
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Module 5: Completed
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Module 6: Workspace Management Everyday Life Gamechanger
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Workspace Organization & Everyday Life Game Changer
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5S Benefits
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What is 5S
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How 5S Works Sort Set
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Spaghetti Diagram
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How 5S Works: Shine, Standardize, Sustain
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Declutter Marie Kondo
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5S Case Study Marie Kondo & The Art of Lean
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5S in Personal & Professional Lives
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5S Self Assessment
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5S Taking Action
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5S Score
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Jidoka
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Jidoka Examples
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Andon
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Andon Example- in action (0:41)
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Andon In Office
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Poka Yoke
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Mistake Proofing Principles
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Module 6 Completed
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Module 7 Bonus
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Case Study Client Onboarding Process
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Case Study: Patient Discharge Time Improvement
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Mumbai Trans Harbor Link
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First Hand Experience: Reduced Travel Time (2:16)
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Ikea Self Service
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Product Design 3M
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AI
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Transform Business Processes with AI
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Restaurant of Mistaken Orders (1:57)
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Module 7 Completed
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CTA
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Next Steps
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All the Best
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Quiz
