Understand Your Business from the Core

What is the best way to measure the performance of a process? How do we move away from the perceived view of how the process works to understanding how it actually operates? What are some data collection strategies to help measure performance? Can we rely on historical data as reliable and accurate sources? The effectiveness and efficiency of business processes have a direct link to customer experience and profitability. To understand the core of a business, critical processes and their performance in relation to customer expectations have to be well understood. This one day class will address these processes.

Most organizations operated in a silo manner. That is to say that while people within a team may very well know and understand their process and critical factors for effectiveness, that knowledge is not shared with others in the organization. This course helps the attendees define the various value chains within the organization, providing the required foundation to effectively process map the production of services/products. With an actual process map defined the team is now armed with the information to define improvement opportunities, risk points and required data to measure performance. For situations where historical data is not available data collection strategies and validation techniques will be discussed.


  • Defining the different types of value chain
  • Metric drill-down
  • Process mapping techniques (cross-functional, value-stream mapping, Total Product Cycle Time)
  • Defining specification limits for process performance
  • Data collection strategies
  • Validation of data ensuring accuracy and reliability

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:

  • Able to different between the various value chains within an organization
  • Define appropriate metrics for a specific value chain
  • Process map the value chain, using the appropriate mapping technique
  • Develop a data collection strategy mitigating collection errors
  • Validate the accuracy and reliability of historical data

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.

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