Developing and Measuring Training the Six Sigma Way: A Business Approach to Training and Development

257 Pages·2006·2.33 MB·English

by  Kaliym A. Islam, Edward A. Trolley

Islam.ffirs 7/25/06 5:02 PM Page v
Y
DEVELOPING AND
MEASURING TRAINING
THE SIX SIGMA WAY
A Business Approach to
Training and Development
Kaliym A. Islam
Foreword by Edward A. Trolley
Islam.ffirs 7/25/06 5:02 PM Page ii
Islam.ffirs 7/25/06 5:02 PM Page i
About This Book
Why is this topic important?
Training is at a crossroads. In a recent High Performance Workforce Study conducted by Ac-
centure (2004), 40 percent of chief executive officers and chief financial officers were either
ambivalent about or dissatisfied with their training organizations, and only 16 percent were
highly satisfied with training’s ability to ensure that their learning output was meeting busi-
ness requirements. The perceptions of these corporate executives who approve budgets and set
corporate strategy have grave implications for training organizations. Six Sigma has both the
respect of business executives and a proven record for developing products that meet both busi-
ness and customer requirements. This book provides training professionals with the tools re-
quired to integrate Six Sigma methodology into their current training development process.
What can you achieve with this book?
This book provides training professionals with a clear understanding of the shortcomings of
current popular training development models. It then introduces them to the world of Six Sigma
and the tool set that previously was available only to quality or process improvement profes-
sionals. Finally, it introduces training professionals to a new development methodology that
combines the best of both Six Sigma and instructional system design (ISD). Using the tools and
techniques contained in this book will position readers to gain the respect of business stake-
holders and develop training programs where the learning output meets business requirements.
How is this book organized?
This book has three parts. Part One introduces ISD and Six Sigma, points out the strengths
and weaknesses of the two approaches, and examines the rationale for combining the method-
ologies. Part Two introduces training professionals to DMADDI, a new Six Sigma model tailored
to the development of training programs, and a tool set that they can immediately put into
practice. Part Three presents a case study documenting the experience that one company had
in applying Six Sigma methodology to its e-learning process. Although the approach used by
this organization was the improvement approach (DMAIC) as opposed to the design method-
ology approach (DMADDI), many of the tools and techniques used in this project are applica-
ble to both processes. The case study will give the reader a good idea of what they can expect
the first time they apply a Six Sigma approach to a training project.
Islam.ffirs 7/25/06 5:02 PM Page ii
Islam.ffirs 7/25/06 5:02 PM Page iii
About Pfeiffer
Pfeiffer serves the professional development and hands-on resource needs of
training and human resource practitioners and gives them products to do their
jobs better. We deliver proven ideas and solutions from experts in HR devel-
opment and HR management, and we offer effective and customizable tools
to improve workplace performance. From novice to seasoned professional,
Pfeiffer is the source you can trust to make yourself and your organization
more successful.
Essential Knowledge Pfeiffer produces insightful, practical, and
comprehensive materials on topics that matter the most to training
and HR professionals. Our Essential Knowledge resources translate the expertise
of seasoned professionals into practical, how-to guidance on critical workplace
issues and problems. These resources are supported by case studies, worksheets,
and job aids and are frequently supplemented with CD-ROMs, Web sites, and
other means of making the content easier to read, understand, and use.
Essential Tools Pfeiffer’s Essential Tools resources save time and
expense by offering proven, ready-to-use materials—including exercises,
activities, games, instruments, and assessments—for use during a training
or team-learning event. These resources are frequently offered in looseleaf or
CD-ROM format to facilitate copying and customization of the material.
Pfeiffer also recognizes the remarkable power of new technologies in ex-
panding the reach and effectiveness of training. While e-hype has often cre-
ated whizbang solutions in search of a problem, we are dedicated to bringing
convenience and enhancements to proven training solutions. All our e-tools
comply with rigorous functionality standards. The most appropriate technol-
ogy wrapped around essential content yields the perfect solution for today’s
on-the-go trainers and human resource professionals.
Essential resources for training and HR professionals
w w w. p f e i f f e r . c o m
Islam.ffirs 7/25/06 5:02 PM Page iv
Islam.ffirs 7/25/06 5:02 PM Page v
Y
DEVELOPING AND
MEASURING TRAINING
THE SIX SIGMA WAY
A Business Approach to
Training and Development
Kaliym A. Islam
Foreword by Edward A. Trolley
Islam.ffirs 7/25/06 5:02 PM Page vi
Copyright © 2006 by John Wiley & Sons, Inc.
Published by Pfeiffer
An Imprint of Wiley
989 Market Street, San Francisco, CA 94103-1741
www.pfeiffer.com
No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means,
electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permitted under Section 107 or 108
of the 1976 United States Copyright Act, without either the prior written permission of the Publisher, or authorization
through payment of the appropriate per-copy fee to the Copyright Clearance Center, Inc., 222 Rosewood Drive,
Danvers, MA 01923, 978-750-8400, fax [phone], or on the web at www.copyright.com. Requests to the Pub-
lisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street,
Hoboken, NJ 07030, 201-748-6011, fax [phone], or online at http://www.wiley.com/go/permission.
Limit of Liability/Disclaimer of Warranty: While the publisher and author have used their best efforts in preparing
this book, they make no representations or warranties with respect to the accuracy or completeness of the contents
of this book and specifically disclaim any implied warranties of merchantability or fitness for a particular purpose.
No warranty may be created or extended by sales representatives or written sales materials. The advice and strategies
contained herein may not be suitable for your situation. You should consult with a professional where appropriate.
Neither the publisher nor author shall be liable for any loss of profit or any other commercial damages, including
but not limited to special, incidental, consequential, or other damages.
Readers should be aware that Internet websites offered as citations and/or sources for further information may have
changed or disappeared between the time this was written and when it is read.
For additional copies/bulk purchases of this book in the U.S. please contact 800-274-4434.
Pfeiffer books and products are available through most bookstores. To contact Pfeiffer directly call our Customer
Care Department within the U.S. at 800-274-4434, outside the U.S. at 317-572-3985, fax [phone], or visit
www.pfeiffer.com.
Pfeiffer also publishes its books in a variety of electronic formats. Some content that appears in print may not be
available in electronic books.
Chapter Twelve is published by permission of LTI Magazine and was originally published on March 23, 2003.
Library of Congress Cataloging-in-Publication Data
Islam, Kaliym A.
Developing and measuring training the six sigma way: a business approach to training and development/Kaliym A.
Islam; foreword by Edward A. Trolley
p. cm.
Includes bibliographical references and index.
ISBN-13: 978-0-7879-8533-2 (alk. paper)
ISBN-10: 0-7879-8533-3 (alk. paper)
1. Employees—Training of. 2. Six sigma (Quality control standard) I. Title.
HF5549.5.T7I78 2006
658.3'12404—dc22
2006016673
Acquiring Editor: Matthew Davis Manufacturing Supervisor: Becky Carreño
Director of Development: Kathleen Dolan Davies Editorial Assistant: Samya Sattar
Developmental Editor: Susan Rachmeler Cover Design: Jeff Puda
Production Editor: Rachel Anderson Illustrations: Lotus Art
Editor: Beverly Miller
Printed in the United States of America
Printing 10 9 8 7 6 5 4 3 2 1
Islam.ftoc 7/25/06 5:03 PM Page vii
CONTENTS
Figures, Tables, and Exhibits xi
Foreword, by Edward A. Trolley xv
Preface xix
Acknowledgments xxiii
Introduction xxv
PART ONE: THE BACKGROUND
1 Why ISD Has Difficulty Addressing Business Issues 3
What Is ISD? 4
History of ISD 4
ISD Models 6
Summary 13
2 What Is Six Sigma? 15
Six Sigma Defined 15
The History of Six Sigma 17
Six Sigma in the Training World 18
vii
Islam.ftoc 7/25/06 5:03 PM Page viii
viii Contents
Important Six Sigma Concepts 19
Six Sigma Models 22
The Six Sigma Organization 34
Shortcomings of Six Sigma 36
Summary 36
3 Reasons for a Six Sigma Methodology 38
True Return on Investment 38
When ISD Is Used as a Development Methodology 40
The Solution 46
Benefits of a Six Sigma Approach 46
Determining Which Six Sigma Model to Use 47
Summary 48
PART TWO: DMADDI
4 A DMADDI Overview 51
The DMADDI Model 51
Evaluation in DMADDI 58
Project Organizational Structure 59
Summary 59
5 Define: What Are the Business Requirements? 60
Why a Separate Phase for Business Analysis? 60
Define Step 1: Form a Business Review Team 62
Define Step 2: Develop and Validate the Project Charter 66
Define Step 3: Complete the Define Tollgate 73
DMADDI Tools for Define 84
Summary 90
6 Measure: What Targets Do We Need to Meet? 91
The Honeymoon Is Over 91
DMADDI Road Map 92
Measure Step 1: Identifying Business Requirements 94
Measure Step 2: Prioritizing Business Requirements 102
Measure Step 3: Translating Business Requirements
into Measurable Targets 108