This course provides an opportunity for you to engage in a spirited dialogue regarding the application of proven principles and methods (from Deming, Senge, Covey, Scholtes, Wheatley, and others) to create successful learning through teams in a variety of organizational cultures. You’ll leave with a conceptual framework and specific tools to create meaningful measurement systems, reduce rework, and increase customer satisfaction.  This course includes an overview of systems thinking, variation within a system, data driven decision making, and an understanding of what drives human behavior in organizations.


Deming Quality Chain Reaction                                                 PDSA (Plan-Do-Study-Act) Cycle

The Customer/Supplier Chain                                                   Measuring Process Performance

Re-work: Costs and Causes                                                       Re-Evaluating Management Reports

Tips and Survey Techniques                                                      Statistical Problem Solving Methodology

TAKING A SYSTEMS VIEW                                                     UNDERSTANDING HUMAN MOTIVATION

Defining a System                                                                      Redefining Leadership

Developing a Shared Vision to Optimize the Whole               Types and Sources of Motivation

Baseline Surveys of Internal and External Customers           Tuckman Model of Team Development

COLLECTING MEANINGFUL DATA                                       TEAM TIPS AND TOOLS

Types and Sources of Variation                                                SPC Charts

“Tampering” and How it Affects Quality                                  Guidelines for Teams

Deming’s Red Bead and Funnel experiments                           Problem Solving Tools:

Flow Charts, Cause and Effect Diagrams

Pareto Charts, etc.


This course emphasizes the power of process mapping as a basis for process improvement initiatives. You will create a high-level (macro) process map of one of your department’s key processes, including process and results indicators of how well that process is performing compared to its stated aim. Discuss how to shape these process measurements from the customer’s perspective. After identifying areas ripe for improvement, you will create a more detailed (micro) process map for those areas and discuss how to make changes in a test environment and evaluating their impact on key indicators. We will also discuss tips for guiding teams in using process maps to document and standardize work processes as the basis for process improvement (PDSA Cycle).


This fast-paced, hands-on workshop clarifies the role of the facilitator within the context of process improvement teams. It allows participants to try out various consensus-building techniques along with the more commonly used tools and methods for data gathering and analysis. This course also provides opportunities to:

  • Apply various tools and methods within the context of the PDSA Cycle
  • Identify critical process and results indicators – that the customer values
  • Set up data gathering instruments for baseline and subsequent measurements of attribute and variable data
  • Learn the difference between common cause and special cause variation – and why it matters
  • Clarify team member roles and responsibilities
  • Ensure sponsor support
  • Conduct Lessons Learned evaluations
  • Selling the benefits of team accomplishments

All courses are scalable and customizable.