Main Information

Course Name

Course Code

2.4

Purpose

This training has the purpose to enable identification of quality related problems before their occurence by use of statistical process control method.

Duration

Prerequisites

Who should attend

Training Content

Part 01 Basics of Statistical Process Control

• Business process concept
• Variation and its causes
• Quality at financial organizations: How should it be defined?
• Deming principles
• Data collection
• Main purpose of SPC

Part 02. Statistical Process Control Tools

• Pareto Analysis
• Fish-Bone Diagram
• 5 Why technique
• Business process modeling and analysis
• Measurement of financial business processes- operational definitions
• Process capacity index
• Six Sigma

Part 03. Statistical Process Control

• Identification of faulty service output
• Process control system
• Variation: Common and specific reasons
• Evaluation of data
• Normal distribution

Part 04. Control Cards

• Generel characteristiccs of control cards
• Qualitative control cards
• Quantitative control cards
• X-R or X- σ cards
• P-np cards
• Evaluation and assessment of control cards

Part 05. Practice and examples

Remarks

At the end of the training attendants will learn;

• Basics statistics and quality control
• How to update and assess the control card
• How to calculate the effectiveness of business process.
• How to assess and monitor business process faults and risks
• How to eliminate business process and service quality inadequacies identified by the result of assessment

Further

• All attendants will receive a Training Participation Certificate.
• All attendants will receive a Printed Training Document.
• All attendants will receive forms and spreadsheets used in statistical process control.