Lean Management and Six Sigma for Customer-Centric Management

  • Customer Relations & Marketing

Introduction

In customer-driven market, businesses need to focus on delivering exceptional customer experiences to stay competitive. Lean Management and Six Sigma, known for improving operational efficiency and quality, can be effectively applied to create customer-centric processes that enhance customer satisfaction and loyalty. This course is designed to provide leaders and professionals with the tools to optimize processes, reduce waste, and deliver higher value to customers. By the end of this course, participants will be able to align Lean Six Sigma principles with customer-focused strategies to elevate service quality and customer experience.

Course Outline

  • Module 1
  • Module 2
  • Module 3
  • Module 4
  • Module 5
  • Course Objectives
  • Target Audience

Lean and Six Sigma

  • Lean management: principles and benefits
  • Six sigma: key concepts and DMAIC framework
  • Identifying waste (muda) in customer-related processes
  • Lean vs. Six sigma: differences and synergies
  • Voice of the customer (VOC) in lean and six sigma
  • Defining customer value: what matters most to customers.

Lean Tools for Customer Experience

  • Value stream mapping (VSM) for customer-centric processes.
  • 5S: organizing workspaces to improve customer service efficiency.
  • Kaizen: continuous improvement for customer satisfaction.
  • Kanban: visualizing workflows to enhance customer interactions.
  • Reducing lead time to improve response times for customers.
  • Eliminating non-value-added activities in customer-facing operations.

Six Sigma to Improve Service Quality

  • The DMAIC process for customer-centric problems.
  • Six sigma tools to analyze customer complaints and feedback.
  • Measuring critical to quality (CTQ) metrics that affect customers.
  • Control charts to monitor customer-related performance.
  • Six sigma techniques for improving service quality and speed.
  • Identifying and reducing defects in customer interactions.

Change for Customer-Centric Process

  • Leading lean and six sigma projects focused on customer-centric goals
  • Change management strategies for customer-centric transformations
  • Communicating change effectively across customer-facing teams
  • Scaling lean six sigma improvements across multiple customer touchpoints
  • Measuring the impact of lean and six sigma on customer satisfaction.

Measuring The Success

  • KPIs for customer experience.
  • Measuring customer satisfaction and service quality.
  • Process performance metrics in lean and six sigma.
  • Evaluating the ROI of lean six sigma in customer-centric initiatives.
  • Customer lifetime value (CLV) and lean six sigma.

By the end of this course, participants will be able to:

  • Explore the principles of Lean and Six Sigma in the context of customer-centric management.
  • Identify inefficiencies that impact customer experience and strategies to eliminate them.
  • Use Lean tools such as Value Stream Mapping (VSM) to optimize the customer journey.
  • Apply Six Sigma techniques to reduce defects and improve service quality.
  • Develop customer-focused KPIs to measure and improve satisfaction.
  • Lead change management initiatives that prioritize customer-centric improvements.

This course is ideal for:

  • Customer Service Managers.
  • Operations Managers.
  • Quality Assurance Managers.
  • Business Analysts.
  • Project Managers.
  • Customer Experience Specialists.
  • Team Leaders and Department Heads.

Course Schedule & Fees

  • Kuala Lumpur
  • Singapore
  • Amsterdam
  • Online
  • Course Fees

This course will take place in Kuala Lumpur on the following dates:

05/05/202519/05/202502/06/202516/06/2025
30/06/202514/07/202528/07/202511/08/2025
25/08/202508/09/202522/09/202506/10/2025
27/10/202510/11/202524/11/202508/12/2025
22/12/202505/01/202619/01/202602/02/2026

This course will take place in Singapore on the following dates:

26/05/202516/06/202507/07/202528/07/2025
18/08/202508/09/202529/09/202520/10/2025
10/11/202501/12/202522/12/202512/01/2026
02/02/202623/02/2026

This course will take place in Amsterdam on the following dates:

12/05/202502/06/202523/06/202514/07/2025
04/08/202525/08/202515/09/202506/10/2025
27/10/202517/11/202508/12/202529/12/2025
19/01/202619/01/2026

This course will take place Online the following dates:

13/05/202510/06/202508/07/202505/08/2025
02/09/202530/09/202528/10/202525/11/2025
23/12/202520/01/202617/02/2026

Kuala LumpurSingaporeAmsterdamOnline
USD$ 3,580USD$ 5,600USD$ 5,600USD$ 1,920

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      Course Info
      • Duration: One week
      • Available: Classroom/Online
      Training Locations
      • Kuala Lumpur
      • Singapore
      • Amsterdam
      • Online
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