Customer Service Improvements

Instructor: Erin Boland Contact Information: bolande0629@my.uwstout.edu Availability: I can be reached in the discussion area as well as by email, or, if an emergency arises, by telephone. Reaching out in discussion will be the quickest way to reach me. If it is a matter you dont need the entire class to see, contact me via email. Emails and discussions will be viewed Monday-Friday, 7am-4pm. Course Description: CSI is a course that was developed to give learners the opportunity to gain understanding of the importance of process improvements and each individuals role in improving processes. What to Expect: During this course, students will work independently and will be expected to complete assignments on time. The materials needed for the course, with the exception of two videos, are all linked to the course. There will be discussion most weeks in addition to a variety of other activities that are required for successful completion of the course. What is Expected from the Student: Students are expected to work through the course in a timely manner and work to complete assignments within each module. Falling behind or submitting assignments late will result in a lower score on the assignment. If special circumstances unexpectedly arise, contact me as soon as possible to discuss. Course Plan Module 1 Introduction to Continuous Improvement Upon completion of this module, the learner will be able to Define Quality Define Profound Knowledge Explain Demings role in continuous improvement Define Paradigms Explain Paradigm Shift Readings (Required) Deming Quality Readings (Optional) Monday Morning Leadership (p. 85) The Leadership Secrets of Santa Claus p. 44 The Road Not Taken Video The Business of Paradigms Activities Icebreaker Worksheet 1 Discussion

Module 2 Processes & Systems Upon completion of this module, the learner will be able to List the inputs to a process Share examples of dead fish Readings (Required) Process Model Dead Fish Story Readings (Optional) Circle of Concern/Circle of Influence by Stephen Covey Activities Worksheet 2 Discussion Module 3 Chain Reaction Upon completion of this module, the learner will be able to Compare/contrast Demings Chain Reaction with Companys mission statement Create a chain Readings (Required) Demings Chain Reaction Company Mission Statement Activities T-Chart Chain Activity Discussion Module 4 Key Process Measures/Key Process Indicators Upon completion of this module, the learner will be able to Explain the importance of KPMs in a process Share an example of a KPM from your work area Readings (Required) Key Process Measures PDCA (Learning Object) Activities Discussion

Module 5 Waste Upon completion of this module, the learner will be able to List the seven types of waste Explain why it is important to look for and eliminate waste Identify waste Readings (Required) Readings (Optional) Video Kaizen Activities Worksheet 3 Discussion Module 6 Tying It All Together Upon completion of this module, the learner will be able to Demonstrate process improvement in a specific area of your responsibility and present findings Readings (Required) Readings (Optional) Video Activities Presentation of process improvement findings