ENABLING SIX SIGMA IN SERVICE & TRANSACTIONAL ENVIRONMENTS: HOW TO BUILD A MEASUREMENT SYSTEM FOR SIX SIGMA WHEN YOU DON'T MANUFACTURE PRODUCTS

This workshop is a hands-on exploration of the critical-to-success factors in establishing a measurement system to support Six Sigma in a non-manufacturing setting. Because Six Sigma is a data-driven methodology, it is essential that you have a critical mass of reliable data to support projects.

At first glance the service and transactional world seems to be ‘data rich’, but is typically ‘data poor’. The challenge is to build a measurement system that provides a rich data resource to support your Six Sigma efforts.

If you’ve ever found your Six Sigma efforts mired because of insufficient data, or too much of the wrong type of data, this workshop is for you.

What you can expect to learn:

- Why many transactional/service Six Sigma projects fail and deployments stall
- Special considerations to the Six Sigma Methodology for transactional/service projects
- The importance of operational definitions
- Building information systems that support Six Sigma initiatives
- Reducing the costs of capturing the right type and volume of data needed
- Extracting data from existing information systems for Six Sigma projects
- Tying information systems into statistical analysis software like MINITAB and other enterprise reporting systems

About your Workshop Leader:
Evan J. Miller
President & CEO
HERTZLER SYSTEMS INC

Evan was first involved in Six Sigma with Motorola and its supply base in the late 1980s. Under his guidance Hertzler Systems has become the leader in building data infrastructures for Six Sigma, particularly in the difficult areas of service and transaction applications. As a leader in the industry, Mr. Miller has delivered seminars and presentations to industry organizations such as American Society for Quality, International Society of Six Sigma Professionals and Society of Plastics Engineers, just to name a few.

LINKING SIX SIGMA INTO YOUR PERFORMANCE METRICS AND PROCESS MANAGEMENT SYSTEMS

This workshop provides you with the understanding to integrate Six Sigma initiatives with existing performance and process management systems, producing bottom line business improvement.

Six Sigma initiatives provide the highest return on investment to organizations when integrated into existing company operating systems. This course will cover topics including different performance metrics, concepts of process management and basic Six Sigma concepts. A recommended methodology useful to executive management to integrate and select Six Sigma projects, using a project selection matrix based upon an understanding of key performance indicators (KPIs) and strategic improvement goals (SIGs) will be explored.

This session will benefit Senior Leadership, Six Sigma Champions and Sponsors, Implementation Leaders, Master Black Belts, Black Belts and others responsible for maximizing the benefits derived from their Six Sigma initiative.

ABOUT YOUR WORKSHOP LEADER:
Ben Krupowicz
Principal consultant
EXCEL PARTNERSHIP, INC.,

The EXCEL Partnership is a business improvement firm specializing in Six Sigma and management operating systems based upon ISO standards. Mr. Krupowicz has developed and conducted many public and in-house workshops and provided hands on consulting services in various industries, related to business process improvement. He is a Six Sigma Black Belt, IRCA Lead Assessor and holds an MBA from Loyola University of Chicago.

APPLYING SIX SIGMA TO SALES AND MARKETING IN A SERVICE OR TRANSACTIONAL BUSINESS

As the economy continues to bounce back, more and more emphasis is turning to the capture of more revenue from existing customers and the acquisition of new customers. Getting out of “savings” and into “top-line growth” is among the biggest adjustments any company can make to truly realize the potential of Six Sigma. During this workshop, David Silverstein will discuss the challenges to shifting the focus to the top line as well as strategies to overcome them. He will also provide tools for project identification and examples of how they’re applied.


ABOUT YOUR WORKSHOP LEADER:
David Silverstein
President & CEO
BREAKTHROUGH MANAGEMENT GROUP

David’s Six Sigma experience began during his tenure with Seagate Technology. In the mid-1990s, David was responsible for implementing Six Sigma across Seagate’s Asia-Pacific manufacturing operations. The work of David and his teammates during Seagate’s initial Six Sigma deployment was quickly recognized by Mikel Harry of the Six Sigma Academy as setting “a new benchmark for the deployment of Six Sigma.”

Since founding BMG, David has participated in every aspect of Six Sigma, ranging from high-level executive mentoring to hands-on work with Six Sigma Black Belts and Champions. Throughout the Six Sigma industry, David is well known for his ability to lead companies through the implementation and deployment of global Six Sigma initiatives. David is a certified Six Sigma Master Black Belt and has earned a double degree in Mathematics and Physics from Ithaca College, plus an MBA from George Washington University.

ENHANCE YOUR BUSINESS STRATEGY AND IMPROVE YOUR SERVICE AND TRANSACTIONAL PROCESSES

Six Sigma has proven its power and capability in enhancing business strategies as well as improving any type of process. More and more it is being demonstrated that service and transactional processes can benefit from the tools and methodology. The goal is to improve processes and drive the top business measures. It’s critical, in the interest of time and resources, the appropriate level of tool complexity be used to improve your processes. This session will discuss:

- The questions that should be asked by managers and leaders to drive improvement
- How does the use of tools and Six Sigma methodology enhance a business strategy
- Two case studies will be highlighted

ABOUT YOUR WORKSHOP LEADER:
Dr Rick Murrow
CEO
AIR ACADEMY ASSOCIATES

Air Academy Associates is a leading-edge Six Sigma consulting firm that has been training and consulting in Six Sigma for over 14 years, helping leadership and management at all levels bring about sustained process improvement, increased customer satisfaction, and improved profit margins.

Dr Murrow has held leadership positions in complex and diversified organizations. While Vice President, Quality Systems, GE Mortgage Services, Inc. (GEMSI), he directed the Six Sigma implementation at all sites. As Quality and Management Innovation Director, he orchestrated and provided the leadership for the creation of a Center of Excellence. He implemented operational improvements in performance systems for an organization of 165,000 employees at 32 main operating sites (United States Air Force).

For the last seven years Dr Murrow has worked directly with the leadership of many companies/agencies to improve processes, products, and services while enhancing management/business systems.

LEADING RAPID, DRAMATIC AND SUSTAINABLE IMPROVEMENTS IN SERVICE AND TRANSACTIONAL ENVIRONMENTS

In this leadership workshop participants will learn principles, tools, and approaches for leading successful large-scale improvement initiatives in service and transaction environments. One basic premise of “bottom-line success” is that there needs to be a combination of approaches that emphasize speed, waste elimination, reduction of process variation, and creation of intrinsic motivation for continuous improvement. The combination of Lean, Six Sigma, and High-Performance Organizations provides exactly that.

This combination addresses unique challenges presented by service/transaction environments like:
- Change resistance because job duties are closely linked to personal identity
- Depth of technical expertise fostering individual contributorship, not teamwork
- Waste-filled processes because of minimal process-grounded attention
- Frequent aversion to process maps because “no two work products are the same”, “every-project-is-like-a-snowflake”, and “there is no ‘process’ because our work is purely judgment”
- Lack of process data and identified CTQs

The workshop format will be a simulation. Participants will experience common leadership challenges and we’ll discuss key learnings and best practices. Case studies and mini-briefings will illustrate common traps and high-leverage actions. Specific topics covered:

- Six essential leadership principles for integrating Lean, Six Sigma, and High-Performance Organization disciplines
- Four ubiquitous Black Belt challenges and how to address them
- A model for planning/monitoring performance improvement that integrates “hard” and “soft” elements with measurable results
- Four “leadership power tools” for planning sustainable large-scale improvement
- Three leadership processes to create and sustain a high-performance culture.

ABOUT YOUR WORKSHOP LEADER:
Tom Devane
President
TOM DEVANE & ASSOCIATES

Tom brings over 27 years of large-scale process improvement at various organizations like Hewlett-Packard, Johnson & Johnson, Microsoft, General Electric, AT&T, Time Warner, and the government of South Africa. He is a workshop leader, author of Integrating Lean Six Sigma and High-Performance Organizations, co-author of The Change Handbook, and leadership coach. Pragmatic Six Sigma implementation tips can be found on www.tomdevane.com and on www.LeanSixSigmaHPO.com. Tom can be reached at (610) 873-6030 or tomd@tomdevane.com.

Successfully Implementing Six Sigma in Service & Transactional Environments will bring together senior-level quality and process improvement professionals from a broad range of organizations.

These key experts will gather to discuss best practice in such areas as; Avoiding common mistakes in deploying Six Sigma in a Service or Transactional environment versus Manufacturing, Formulate a program for implementation that takes into account leadership, culture, change and organzational infrastructure, Integrate Six Sigma with other performance improvement and quality intiatives to give it the best chance of success, Move away from cost-saving to more strategic projects as the Six Sigma program gains momentum, Measure the benefits of Six Sigma and track your success

One of the key benefits of attending this conference is the networking opportunities you will find.

Organizations wishing to take further advantage of these opportunities should contact Vijay Bajaj of WCBF about taking an exhibition booth or sponsoring one of the lunches, breaks or evening receptions.

E-mail : vijay.bajaj@wcbf.com

WCBF’s Successfully Implementing Six Sigma in Services & Transactional Environments has been extensively researched and specifically tailored to meet the requirements and interests of professionals working within this area.

You will profit from this conference if your area of expertise is in Services and/or a Transactional Environment and you are on a journey towards process improvement.

Equally you will benefit if you are a Six Sigma / Quality Manager seeking examples of where to apply processes to Service & Transactional Environments. Or, you are a Master Black Belt / Black Belt with experience in this area.

Specific job titles have been listed below.

CEOs, CIOs, COOs and CFOs

Directors of Performance/Process Improvement

Director of Quality / Continuous Improvement

VP/Director of Operations

Director of Six Sigma

Business Process Improvement Champion

Productivity Manager

Six Sigma Deployment Leader / Champion

Master Black Belts and Black Belts

Green Belt

Plus those with functional responsibility for:

Customer Services

Sales & Marketing

Finance & Accounts

Human Resources

Legal

Supply Chain

VENUE

Four Seasons Hotel, Las Vegas

3960 Las Vegas Blvd. South

Las Vegas, Nevada, 89119

Reservations: 1-877-632-5000 or 1-702-632-5050 or res.lasvegas@fourseasons.com

www.fourseasons.com/lasvegas

Opened March 2, 1999, the Four Seasons Hotel Las Vegas is proud to be the first AAA Five Diamond hotel in Las Vegas and the first hotel to be so honored by AAA in its first year of operation. The hotel provides an oasis of elegance and tranquility, still offering convenient access to the city’s signature action and entertainment.

The Fours Season Hotel, Las Vegas offers fine cuisine, including all-day dining and afternoon tea in The Verandah and dinner and cocktails at the renowned Charlie Palmer Steak restaurant. The hotel also boasts a 12,000 sq. ft award winning Spa featuring 16 treatment rooms with exotic Asian treatments and a fully equipped health club with fitness facilities overlooking the fountain and gardens. There is also a large free-form pool and Poolside Bar set within the city's most elegant gardens.

Travel & Accommodation

Hotel and travel costs are NOT included in the registration fee. However, WCBF have negotiated reduced rate accommodation with the hotel at $245++ per room per night. Reduced Rate Cut-Off: September 19th, 2004. When booking please quote: "WCBF Group"

Reservation requests received after October 8, 2004 will be accepted on a space available basis at the hotel's published rates.

The conference experience is unique, but we can still provide you with the documentation of the event you missed! Please visit the "Workbooks, Tapes, CDs" section on the left hand vertical menu on our website.