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Description

Six Sigma in Services: Measuring, Analysing and Reducing Variability

Apply Six Sigma measurement discipline to service processes that are barely documented

  • 2 days — 14 h
  • In-person or virtual
  • All levels
  • Up to 6 participants

In service activities, defects are less visible than on a production line: a file reworked three times, an invoice rejected, a lead time quoted and never met. The causes are debated in meetings but rarely measured.

Over two days, this programme transposes the Six Sigma approach to administrative and customer-facing processes. Participants learn to define a problem in measurable terms, collect reliable data on a lightly instrumented process, identify sources of variability and secure the gains achieved.

Learning objectives

  • Frame a service problem in measurable terms
  • Map an administrative process and its breakpoints
  • Build a workable data collection plan
  • Identify the causes of variability in a lead time or an error rate
  • Select solutions and sustain the gains over time

What makes this programme different

The approach is applied to an administrative process brought by the participants
Data collection is organised where no indicator yet exists
Statistical tools are limited to those that genuinely support decision-making

Programme

1Defining the Problem and the Voice of the Customer

Framing a subject that holds up

  • Translating dissatisfaction into a measurable characteristic
  • Process scope and boundaries of the study
  • Formalising the project charter and expected gains
  • Identifying stakeholders and the project sponsor

2Measuring a Service Process

Obtaining reliable data

  • Mapping the process and identifying customer expectations
  • Selecting indicators for lead time, conformity and rework
  • Collection plan, sampling and observation period
  • Measurement reliability when human judgement is involved
  • Representing the observed dispersion

3Analysing the Causes of Variability

Tracing symptoms back to causes

  • Separating common causes from special causes
  • Analysing waiting times and file rework
  • Root cause investigation and prioritisation
  • The link between workload and processing quality
  • Validating hypotheses with data

4Improving and Sustaining Results

Converting the trial into practice

  • Generating and selecting solutions with the teams
  • Small-scale testing before wider roll-out
  • Standardising the chosen operating method
  • Monitoring indicators and alert trigger thresholds
  • Handover to the process owner and lessons learned

Who is it for

Process owners, improvement project leaders, quality managers, supervisors of administrative teams and internal consultants.

Prerequisites

No prerequisites

Dates & locations

36 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.