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

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

All Sheridan policies can be viewed on the Sheridan policy website.

Academic Integrity: The principle of academic integrity requires that all work submitted for evaluation and course credit be the original, unassisted work of the student. Cheating or plagiarism including borrowing, copying, purchasing or collaborating on work, except for group projects arranged and approved by the professor, or otherwise submitting work that is not the student's own, violates this principle and will not be tolerated. Students who have any questions regarding whether or not specific circumstances involve a breach of academic integrity are advised to review the Academic Integrity Policy and procedure and/or discuss them with the professor.

Copyright: A majority of the course lectures and materials provided in class and posted in SLATE are protected by copyright. Use of these materials must comply with the Acceptable Use Policy, Use of Copyright Protected Work Policy and Student Code of Conduct. Students may use, copy and share these materials for learning and/or research purposes provided that the use complies with fair dealing or an exception in the Copyright Act. Permission from the rights holder would be necessary otherwise. Please note that it is prohibited to reproduce and/or post a work that is not your own on third-party commercial websites including but not limited to Course Hero or OneNote. It is also prohibited to reproduce and/or post a work that is not your own or your own work with the intent to assist others in cheating on third-party commercial websites including but not limited to Course Hero or OneNote.

Intellectual Property: Sheridan's Intellectual Property Policy generally applies such that students own their own work. Please be advised that students working with external research and/or industry collaborators may be asked to sign agreements that waive or modify their IP rights. Please refer to Sheridan's IP Policy and Procedure.

Respectful Behaviour: Sheridan is committed to provide a learning environment that supports academic achievement by respecting the dignity, self-esteem and fair treatment of every person engaged in the learning process. Behaviour which is inconsistent with this principle will not be tolerated. Details of Sheridan's policy on Harassment and Discrimination, Academic Integrity and other academic policies are available on the Sheridan policy website.

Accessible Learning: Accessible Learning coordinates academic accommodations for students with disabilities. For more information or to register, please see the Accessible Learning website (Statement added September 2016)

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. Any changes to course curriculum and/or assessment shall adhere to approved Sheridan protocol. 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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