Error-Proofing Business Processes

Show Course Objectives

Course outline

Unit 1 - Error-Proofing Primer

Lesson 1

The Error-Proofing Mindset
  • Understand the error-proofing mindset.
  • Recognize that to error-proof a process or system the root cause of errors must be found and addressed.

Lesson 2

Error-Proofing in Everyday Life
  • Be aware of examples of common error-proofing in action in everyday life.
  • Understand that error-proofing does not require elaborate efforts or complex systems.

Lesson 3

Why Errors Are Made
  • Realize that errors are usually due to process problems, not people problems.
  • Become familiar with the transactional model of process and some of the complexities.

Lesson 4

How Transactions (Can) Go Wrong
  • Understand some of the reasons transactional processes tend to be so complex.
  • View errors by service providers grouped into the categories of tasks, treatment and detractors/attractors, and by customers into groupings of preparation, encounter and resolution.

Lesson 5

How Error-Proofing Works
  • Become familiar with error-proofing effects, outcomes and solutions.
  • Understand how error-proofing solutions are best developed in a team environment using a structured, data-driven problem-solving approach.

Unit Test

Challenge

An assessment of the learnerís progress in this unit.

Unit 2 - Error-Proofing Techniques

Lesson 1

Forms of Error-Proofing Solutions
  • Know that error-proofing solutions are a combination of effects and outcomes.
  • Be aware of common techniques to achieve each of the four types of effects.

Lesson 2

Developing Error-Proofing Solutions
  • See how error-proofing solutions are best developed using a team problem-solving process.
  • Be familiar with establishing team roles and responsibilities and how to clarify the problem.
  • Understand how to focus on the root cause.
  • Know how to formulate an error-proofing solution and develop an action plan to implement it.

Lesson 3

Evaluating Solutions
  • Learn how to evaluate whether solution candidates are practical, feasible and cost-effective.
  • Be able to evaluate the robustness of solution candidates.

Lesson 4

Error-Proofing & the Seven Wastes
  • Recognize the Seven Wastes as chronic, hidden form of errors.
  • Recognize the Seven Wastes in terms of the Transactional Process Model with both server-side and customer-side causes.

Lesson 5

Complementary Error-Proofing Tools
  • Learn how to apply the Five-Whys, Comparative Analysis, Timeline Analysis and Cause & Effect Diagrams as error-proofing investigative tools.
  • Become familiar with how additive data picture tools help paint a picture of the problem.

Unit Test

Challenge

An assessment of the learnerís progress in this unit.