3.3 - PROCESS MANAGEMENT BASIC TECHNIQUES AND TOOLS FOR COMMERCIAL AREA

Objectives:

This training provides for the practitioner the abilities needed to carry out improvements in actual processes. The sales professionals learn the skills and tools needed to understand and improve the processes involved in the commercial area and in the processes that occur in the interface of commercial area with external customers and in other areas of organization.

Through a simple language and basic quality tools, it is aimed to institute in the commercial area, a structured thinking to solve routine problems. The focus is to generate small changes in the process obtaining improvements that will result in a big step of performance in the area.

In short:

• To train the follower with a structured approach and basic tools to solve day-by-day problems and conduct improvement projects (see and act)

Target Audience:

• Professionals with any of diverse functions that be involved with routine processes in the commercial area.
  Executives that have direct contact with clients.
  

Pre Requirements:

• There are not any pre requirement for this training. It is suggested that the follower have the profile to lead the changes.

Course Duration:

• 16 Hours.

Programmatic Content:

Introduction

• Indentifying Projects
• Process Map
• Cause & Effect Diagram (Fishbone)
• Cause & Effect Matrix
• Effort X Impact Matrix
• Data type (continuous and discrete)
• Basic statistic – position measurements, variation measurements, normal curve
• Data Collection – planning (Operational definition)
• Basic Graphics – Pareto / Box Plot / Dispersion Diagram / Trend
• Action Plan Generation – (5W2h)
• Change Management
• Standardization and processes
• Statistical Process Control (SPC)

Training Modalities:

• In company – carried out in closed classes, by customer request.

Requirements for Certification:

• All participants receive the certificate of training conclusion.

Specific Needs for Training Attendance:

• None.