Error-Proofing Business Processes

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Course Objectives

Unit 1:  Error-Proofing Primer

  • Understand the goal of error-proofing.
  • Know the language of error-proofing.
  • Recognize error-proofing solutions in everyday life and use these solutions as triggers for ideas to error-proof transactional processes.
  • Be familiar with the transactional model of a process and understand how errors can be introduced from the service provider's side and from the customer's side of the transaction.
  • See the value of improving processes so that errors are prevented instead of relying on detection to find errors.

Unit 2:  Error-Proofing Techniques

  • Be aware of common techniques for achieving all four types of error-proofing effects.
  • Have a basic understanding of how to identify the root cause of errors.
  • Address root causes of errors by developing error-proofing solution candidates.
  • Evaluate candidates to determine the best solution for the situation.
  • Understand how the Seven Wastes represent chronic process errors and why these chronic errors are as important to address as acute errors.
  • Know how to apply the Five-Whys, Timeline Analysis and Cause & Effect Diagrams as error-proofing investigative tools.
  • Become familiar with additive data picture tools that can help paint a picture of the problem.