Level 1b
Improvement Practitioner

Summary
As an Improvement practitioner at Level 1b you will have knowledge of lean diagnostic, analytical and planning techniques and the ability to use them in the workplace to understand customer/stakeholder value, the current state, solve problems and propose future states.

Prerequisites for Level 1b
Level 1a: Lean Awareness – Preferable but learning for 1B can be incorporated in the delivery of this course

Level focus
On the diagnostic and analytical tools used to understand processes, customer value and to solve problems.

Level knowledge outcomes

• Purpose, customer/stakeholder value identification and understanding
• Mapping techniques
• Quality approaches
• Problem solving techniques
• Basic data gathering/statistical techniques
• Planning and communication techniques
• Demand and capacity analysis and understanding techniques

Level practice outcomes
The Improvement Practitioner Course (LCS 1b) focuses on the ability to:

• Analyse a process/value stream through the application of mapping and other diagnostic techniques.
• Use problem solving techniques to identify and define problems and issues and improve processes and quality.
• Understand how to improve and plan for improvements as a result of diagnostic activities.
• Undertake activities and use techniques to understand customer value and the ‘voice of the customer’
• Recognise and map different types of value streams in organisations to create the ‘current state’.
• Map processes in organisations.
• Understand variation
• Solve problems
• Develop ‘future state’ maps
• Undertake basic data gathering and statistical techniques to help diagnose and solve problems
• Understand customer/stakeholder value and analyse customer demand data Indicative Topics

A training programme that aims to cover the knowledge requirements for LCS Level 1b is likely to reference several of the following topics.

Purpose, customer/stakeholder value

• QFD; Kano; VoC; cycle of service; service encounter; idea management; public value (Moore)

Mapping

• Current state and future state; value stream mapping, Learning to See, brown paper mapping; SIPOC; process mapping, spaghetti diagrams; quality filter; customer journey; swim lane; four fields; flow charts.

Quality

• Kano model; seven quality tools (cause-and-effect diagram/fishbone, check sheet, control chart, histogram, Pareto chart, scatter diagram, flow chart/run chart); mistake proofing, Gaps model of service quality; poka yoke; checklists; variation reduction & six sigma, SPC; etc

Problem-solving

• FMEA; means-ends analysis; soft systems methodology; 8D problem solving; DMAIC; PDCA; A3; Five Whys; CATWOE; Four Frame approach; Drill Down; Cause & Effect (Fishbone) etc

Data and analysis:

• Seven quality tools; Design of Experiments; Measurement Systems Analysis /Gage R&R; surveys; Kingman’s equation

Demand and capacity

• Demand analysis and understanding; value/failure demand identification; ToC five steps

Planning & communicating

• QCD measures; A3; visual management; communication boards; project management and organisation; team roles and function; Agile approach – scrum

Delivery
A course or programme designed to deliver Level 1b outcomes can be organised in several ways and there is no prescribed format. It will typically use a combination of:

• Face-to-face, taught in groups – in modules or blocks of days.
• Digital delivery and learning.
• Workplace-based guidance and support – going to the ‘Gemba’.

The total learning time guidance for a course or programme is 40 hours. This can include face to face teaching, elearning, assessment, pre/post course reading/research, practical application, offline group work, on the job training and one-2-one support activities.

Level Assessment
The assessment shall demonstrate that the outcomes have been achieved.

Knowledge
An assessment that demonstrates the learner can remember and understand L1b Diagnosis & Analysis, for example, through a multiple choice test, problem or case-based exams, oral exam, essay exam.

Practical Application
The successful Level 1b practitioner shall provide evidence of the application of L1b related tools and techniques in the workplace. Methods that should be used to capture the evidence include A3 reports, project reports, workbook, project portfolio/log or diaries.