Process Improvement: Fixing Problems

  • Chapel Hill, NC
Discount Available for Groups

In all organizations we face problems. Our processes may take too long or fail to meet timeliness goals.  We may have errors or mistakes that cause our results to be less than we like or require rework.  We may be less efficient at producing the results we want.  But knowing we want to fix or improve our processes and doing so is not always easy.  Research shows the failure rate of change projects may be high. We have decision and informational biases that can make it hard for us to see our way to improvement. We lack an appreciation for systems and variation and instead blame people for failures.

Lots of improvement methods have been offered to help raise results.  Recent approaches such as Lean and Six Sigma or older ways such as TQM held promise. But the training around these approaches often required too much training, were designed for manufacturing, were costly, or too complicated. 

In this one-day workshop we’ll take a different approach by teaching and demonstrating a small set of simple tools that you can start using right away to elevate your efforts to solve problems and improve process performance.  We’ll cover a variety of techniques that you can employ to better focus your efforts on those leverage points that increase your chance of effecting real change.  Participants will practice with data using Excel to help them sharpen their analysis to see these leverage points.  We’ll practice a set of methods for looking at your organization’s services to get at root causes, map processes and look for waste in efforts to remove barriers to improvement.

The workshop will be a mix of explanations of the various techniques, practice on computers where data can be brought to bear, and group exercises that can raise your ability to solve problems with others.  Participants are strongly encouraged to bring along a laptop so that they can participate in the data exercises.  Instructions will also be provided for downloading a trial copy of some add-in software for Excel on a demonstration basis that may be helpful.

Local Government Federal Credit Union offers scholarships to local government employees to apply toward tuition for conferences, classes, and seminars offered by the School of Government. There are four deadlines to submit applications:

  • March 1 (for courses starting between April 1 and June 30)
  • June 1 (for courses starting between July 1 and September 30)
  • September 1 (for courses starting between October 1 and December 31)
  • December 1 (for courses starting between January 1 and March 31)
  • Chapel Hill, NC
    September 20
    Knapp Sanders Building
    400 South Road
    Chapel Hill, NC 27599
    View Scholarship Information

    Local Government Federal Credit Union offers scholarships to local government employees to apply toward tuition for conferences, classes, and seminars offered by the School of Government. There are four deadlines to submit applications:

    • March 1 (for courses starting between April 1 and June 30)
    • June 1 (for courses starting between July 1 and September 30)
    • September 1 (for courses starting between October 1 and December 31)
    • December 1 (for courses starting between January 1 and March 31)
    View Hotel Information

    A block of rooms has been set up at the newly renovated Holiday Inn Express Chapel Hill with a rate of $84. The rate includes a full deluxe hot breakfast and Wi-Fi.  To reserve a room, call the hotel at 919-489-7555 and provide the name "Process Improvement". To receive the discounted rate, reservations must be made no later than September 5, 2019.

For all registration questions, resetting passwords, or login issues please contact:

Dale Zuckert

Assistant Registrar, Registration and Client Services Group
919.966.4414
For questions regarding course details, including location, schedule, materials, and continuing education credits, please contact:

Jessica Khan

Program Manager, Leadership Group
919.966.4246
Dale Roenigk
Lecturer and Director, North Carolina Benchmarking Project
Lydian Altman
Senior Manager of Leadership Curriculum Development