BUSM70044
Lean Six Sigma Oriented to Customer Service		 Sheridan
 
  I: Administrative Information   II: Course Details   III: Topical Outline(s)  Printable Version
 

Land Acknowledgement

Sheridan College resides on land that has been, and still is, the traditional territory of several Indigenous nations, including the Anishinaabe, the Haudenosaunee Confederacy, the Wendat, and the Mississaugas of the Credit First Nation. We recognize this territory is covered by the Dish with One Spoon treaty and the Two Row Wampum treaty, which emphasize the importance of joint stewardship, peace, and respectful relationships.

As an institution of higher learning Sheridan embraces the critical role that education must play in facilitating real transformational change. We continue our collective efforts to recognize Canada's colonial history and to take steps to meaningful Truth and Reconciliation.
Section I: Administrative Information
  Total hours: 42.0
Credit Value: 3.0
Credit Value Notes: N/A
Effective: Fall 2019
Prerequisites: N/A
Corequisites: N/A
Equivalents: N/A
Pre/Co/Equiv Notes: N/A

Program(s): Lean Six Sigma and Continuous
Program Coordinator(s): N/A
Course Leader or Contact: N/A
Version: 20190903_01
Status: Approved (APPR)

Section I Notes: This course is offered online and in-class. For the online course, access to the course materials will be available on Sheridan's Learning and Teaching Environment (SLATE). Online learning often involves assigned weekly readings, research, assignments, quizzes, and interactive and engaging activities such as discussion board participation and journal writing. Some courses may include live online class sessions which will involve learner participation. For the in-class course, the sessions may include a variety of interactive and engaging activities including discussions, workshops, group activities, role plays, case studies and presentations. Course materials and assignments will be provided on Sheridan's Learning and Teaching Environment (SLATE). Students will need reliable access to a computer and the internet.
 
 
Section II: Course Details

Detailed Description
Students learn the importance of maintaining a customer focus in the professional practice of Lean Six Sigma and Continuous Improvement. They learn how to identify the customer(s) and how the Quality Function Deployment (QFD) method is used to define customer needs and develop plans to meet those needs. Through online activities, lessons and assignments, students perform hands-on exploration of the tools commonly used in Design for Six Sigma (DFSS), including Project Charter, the Voice of Customer (VOC), and the Kano model as a guide for customer-oriented market research.

Program Context

 
Lean Six Sigma and Continuous Program Coordinator(s): N/A
This program is part of the Lean Six Sigma and Continuous Improvement Sheridan Certificate Program.


Course Critical Performance and Learning Outcomes

  Critical Performance:
By the end of this course students will have demonstrated the ability to apply Lean Six Sigma methods and tools needed to define customer needs and develop specific plans to meet those needs.
 
Learning Outcomes:

To achieve the critical performance, students will have demonstrated the ability to:

  1. Explain the importance of identifying the customer and customer needs when applying Lean Six Sigma and Continuous Improvement tools.
  2. Describe how to use the Voice of the Customer (VOC) to identify customer requirements.
  3. Apply tools to determine customer (internal and external) requirements pertaining to product development and customer satisfaction.
  4. Use the Quality Function Deployment (QFD) method to define customer needs, to prioritise them and to utilize them for the design of services, products and processes.
  5. Develop plans to effectively address customer needs.

Evaluation Plan
Students demonstrate their learning in the following ways:

 Evaluation Plan: ONLINE
 Quiz 115.0%
 Quiz 215.0%
 Quiz 310.0%
 Quiz 410.0%
 Final Project (Group)20.0%
 Final Test30.0%
Total100.0%

Evaluation Notes and Academic Missed Work Procedure:
TEST AND ASSIGNMENT PROTOCOL The following protocol applies to every course offered by Continuing and Professional Studies 1. Students are responsible for staying abreast of test dates and times, as well as due dates and any special instructions for submitting assignments and projects as supplied to the class by the instructor. 2. Students must write all tests at the specified date and time. Missed tests, in-class/online activities, assignments and presentations are awarded a mark of zero. The penalty for late submission of written assignments is a loss of 10% per day for up to five business days (excluding Sundays and statutory holidays), after which, a grade of zero is assigned. Business days include any day that the college is open for business, whether the student has scheduled classes that day or not. An extension or make-up opportunity may be approved by the instructor at his or her discretion.

Provincial Context
The course meets the following Ministry of Colleges and Universities requirements:

 

Essential Employability Skills
Essential Employability Skills emphasized in the course:

  • Communication Skills - Communicate clearly, concisely and correctly in the written, spoken, visual form that fulfills the purpose and meets the needs of the audience.
  • Communication Skills - Respond to written, spoken, or visual messages in a manner that ensures effective communication.
  • Critical Thinking & Problem Solving Skills - Use a variety of thinking skills to anticipate and solve problems.
  • Critical Thinking & Problem Solving - Apply a systematic approach to solve problems.
  • Information Management Skills - Analyze, evaluate, and apply relevant information from a variety of sources.
  • Interpersonal Skills - Show respect for the diverse opinions, values, belief systems, and contributions of others.
  • Interpersonal Skills - Interact with others in groups or teams in ways that contribute to effective working relationships and the achievement of goals.
  • Personal Skills - Manage the use of time and other resources to complete projects.
  • Personal Skills - Take responsibility for one's own actions, decisions, and consequences.

Prior Learning Assessment and Recognition
PLAR Contact (if course is PLAR-eligible) - Office of the Registrar

  • Not Eligible for PLAR
 
 
Section III: Topical Outline
Some details of this outline may change as a result of circumstances such as weather cancellations, College and student activities, and class timetabling.
Instruction Mode: Online
Professor: Multiple Professors
Resource(s): N/A
Applicable student group(s): Continuing and Professional Studies
Course Details:
Module 1: Continuous Improvement 
  • What is quality
  • Importance of continuous quality improvement 
  • Costs of poor quality
  • Customers and their needs
  • Problem statements and customer needs for
    • New products, services, processes 
    • Existing products, services, processes
Module 2: Customer Requirements 
  • Applying the Voice of the Customer (VOC) to
    • service companies
    • manufacturing companies
    • software companies
  • Voice of the Customer (VOC) Data Collection Methods
    • Interviews
    • Point-of-use observation
    • Focus groups
    • Survey
Quiz 1: 15%
 
Module 3: Product development & customer satisfaction
  • Apply the Kano model
    • service companies
    • manufacturing companies
    • software companies
  • Critical To Customer (CTC) requirements: quality, cost, delivery, human requirement
  • Project Charter for product/service development
Module 4: Quality Function Development and The House of Quality tool
 
Quality Function Development (QFD)
  • Quality Function Development (QFD) method 
  • Apply the Quality Function Development (QFD) method to
    • service companies
    • manufacturing companies
    • software companies
  • Key elements and use of Product Lifecycle Management (PLM)  
Quiz 2: 15% 
 
The House of Quality Tool (HOQ)
  • The House of Quality Tool (HOQ)
    • Customer Requirements
    • Planning Matrix
    • Technical Requirements
    • Correlation Matrix
    • Technical Correlation
    • Design Targets
Practical applications of the House of Quality Tool (HOQ)
  • Develop a House of Quality (HOQ) for
    • service companies
    • manufacturing companies
    • a software companies
Quiz 3: 10% 
 
Module 5: Launching a New Product or Service and Design for Six Sigma
 
Launching a New Product or Service 
  • Failure Mode and Effect Analysis (FMEA) to
    • service companies
    • manufacturing companies
    • software companies 
  • End-to-End Integration of Failure Mode and Effect Analysis (FMEA)
Design for Six Sigma
  • Key principles for designing for Six Sigma
  • The DMADV tool and the steps
    • Define
    • Measure
    • Analyse
    • Design (Optimise)
    • Verify
  • Net Promoter Score and its significance
Quiz 4: 10%, Group project: 20%, Final test: 30% 
 

Sheridan Policies

It is recommended that students read the following policies in relation to course outlines:

  • Academic Integrity
  • Copyright
  • Intellectual Property
  • Respectful Behaviour
  • Accessible Learning
All Sheridan policies can be viewed on the Sheridan policy website.

Appropriate use of generative Artificial Intelligence tools: In alignment with Sheridan's Academic Integrity Policy, students should consult with their professors and/or refer to evaluation instructions regarding the appropriate use, or prohibition, of generative Artificial Intelligence (AI) tools for coursework. Turnitin AI detection software may be used by faculty members to screen assignment submissions or exams for unauthorized use of artificial intelligence.

Course Outline Changes: The information contained in this Course Outline including but not limited to faculty and program information and course description is subject to change without notice. Nothing in this Course Outline should be viewed as a representation, offer and/or warranty. Students are responsible for reading the Important Notice and Disclaimer which applies to Programs and Courses.
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