Identify Key Drivers of Business/Process Challenges

Has the performance of the processes shifted over time or is there just too much variability? Has the team effectively identified the vital few critical drivers to the business issue? What data was used to validate it? How capable is our current process in meeting our customers’ needs and expectations? What is the best that the today’s process can perform given the current technology, structure and human capital allocation? Good solutions inherently rely on identification of the true root causes to a problem.

This one day course will take the attendees through three distinct milestones required for effective identification of root causes: Baselining the current process capability, defining attainable goals and identifying sources of variation. The problem solving tools and principles will help outline how the project team needs to first decipher between a process shift and/or variation issue. Once that has been defined the team can now investigate possible root causes, using a cross functional team, leveraging tools like correlation, hypothesis testing, Fishbone, FMEA, run charts, pareto, sequence of events and TAKT time. The last step in this journey is actually validation with data that the short list of possible drivers has a relationship to the problem at hand. With the list of critical drivers at hand, the team can now identify and develop solutions that will yield measurable results.


  • Methods for baselining current process capability – how well a process can meet customer expectations
    • Zscore, First Pass Yield, DPMO
  • Statistical graphical tools to gauge process performance over time
    • Histogram, Run Chart, Parteto and Box Plot
  • Various benchmarking tools to identify attainable goals
  • Lean tools to help identify process inefficiencies and risk points
    • NVA, NNVA, VA, Sequence of Events, TAKT Time
  • Statistical tools to separate the vital few key drivers from the trivial many
    • Hypothesis testing, correlation & scatter plot

Who Should Attend

This course is open to managers, project leaders, single contributors in all functions – compliance, finance, operations, vendor management, administration, marketing and quality – who wish to build a portfolio of quality improvement skills.  Content is suitable for participants new to the topic as well as those looking to update their skills. These sessions are designed as standalone learning experiences, designed to allow you to register for the topics most relevant to your personal circumstances.

Upon completion, you will:

  • Develop a graphical representation of process performance
  • Calculate an appropriate process capability metric – Zscore, DPMO and/or %Yield
  • Define process entitlement
  • Use Lean tools to identify inefficiencies and potential risk points
  • Use Lean tools to define required “drum beat” for the process in order to consistently meet customer demand
  • Statistically prove or disprove a relationship between a potential root cause and the problem

About the Instructors

Sheila Shaffie is a co-founder of ProcessArc, Inc. a process engineering and data analytics firm.  A sample list of the firm’s clients include: Exact Sciences, RW Baird, Thomson Reuters, CUNA Mutual, GMAC, and Associated Bank. Sheila worked for 10 years in quality and process management at three General Electric businesses – Plastics, Healthcare, and Capital. She has proven experience and knowledge in launching global quality initiatives and Lean Six Sigma process re-engineering. As a Director of Quality, she pioneered the usage of Lean and Six Sigma at GE Capital’s transactional environment. She holds an MBA from the University of Chicago and a B.S. in Chemical Engineering from the University of Waterloo. She is GE Lean Six Sigma Green Belt, Black Belt, and Master Black Belt certified.

Shahbaz Shahbazi is a co-founder of ProcessArc, Inc. A sample list of his clients include: Integra Life Sciences, US Bank, The PrivateBank, Shared Imaging and BETA Systems. Previously, he was a leader for General Electric’s Global Lean Six Sigma Quality organization focused on strategic business growth. As an expatriate based in Paris, France, he reformulated a sales and pricing strategy for a $250MM market and streamlined the commercial launch of new products. He has also led global customer satisfaction initiatives delivering significant measurable improvements in productivity by digitizing service delivery information. In his career he has trained and mentored over 90 Green Belts and Black Belts globally. Shahbaz holds a MBA from Rensselaer Polytechnic Institute, a Masters in Public Policy from the University at Albany, and a B.A. in French Literature and History from the College at Oneonta, State University of New York. He is Lean Six Sigma Green Belt, Black Belt and Master Black Belt certified.

Graduate Programs
Request Info