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OE21TM Course 4 Operations Excellence
Product & Service Excellence      

OE21 Course 4 Product and Service Excellence

Availability: March 1, 2023 - Live Instructor Online Sessions


  • Organization Leaders and Managers (business, nonprofits, government organizations)

  • Organizations who wish to participate in preparing for Baldrige Award Programs

  • Managers employed in business, nonprofit or government organizations

  • Internal Consultants employed in business, nonprofit or government organizations

  • Individuals seeking to become Management Analysts with a specialty in Organization Excellence

  • Military active or veterans seeking to become Management Analysts (Organization Excellence)


  • Understand the process used by a professional management analyst to guide organization leaders and managers through implementing the OE21 Product & Service Excellence Processes:

  • Understand the purpose of 6.1a1 Product & Service Design

  • Understand the purpose of 6.1a2 Process Design

  • Understand the purpose of 6.1b Process Management and Improvement

  • Understand the purpose of 6.1c Supply Network Management

  • Understand the purpose of 6.1d Management of Innovation

  • Understand how OE21 Processes 6.1a1, 6.1a2, 6.1b, 6.1c and 6.1d contribute to improvement of 7.1a Product/Service Results (as defined in Baldrige Excellence Framework item 7.1)

PREQUISITES for Course 4

  • Successful completion of OE21 Course 3 

  • Payment of OE21 Course 4 Fee (see OE21 Pricing page)

CURRICULUM (Sequence: Online Lectures, Downloads, Toolkits Practice, Quiz)

A - Attend OE21 Course 4 Online Lectures - After meeting Prerequisites for Course4 you receive schedules for the following OE21 Course 4 Lectures:

  • 6.1a1 Product & Service Design
    6.1a2 Process Design
    6.1b Process Management and Improvement
    6.1c Supply Network Management
    6.1d Management of Innovation

  • 7.1a Product and Service Results

About OE21 Course 4 Online Lecture Schedules - Product/Service Excellence lectures (45 minutes) are scheduled Wednesday at 10AM and repeated at 2PM USA Eastern Standard Time. All lectures for this course are scheduled to start the first week of the month and completed by the last week of the Month. In other words, you should finish Product/Service Excellence training in one month. IF you miss a lecture, you should attend the lecture on the following month.   

B - Downloads (from this site) OE21 Toolkits for 6.1a1, 6.1a2, 6.1b, 6.1c, 6.1d and 7.1a, including:

  • 6.1a1 Product and Service Design (.xlsx model) with supporting documents

  • 6.1a2 Process Design Analysis (.xlsx model) with supporting documents

  • 6.1b Process Management and Improvement (.xlsx workbook model) with multiple tabs for data analysis and a "six-sigma lite" process and tools (team charter, data log, improvement "story"

  • 6.1c Supply Network Management (.xlsx model) with key supplier survey data and supporting documents

  • 6.1d Management of Innovation (five Innovator .xlsx models with example survey data

  • 6.1d Risk Manager (.xlsx model with example survey data

  • 7.1a Product/Service Excellence Results (.xlsx model) with example measures and targets

About Downloads: After payment of Course fee you receive access to protected course downloads page. 

C - Practice input of changes to data into OE21 Toolkits; observe Analysis changes

  • Practice changing data and observing results in downloaded models listed above

D - Online Quizzes: A quiz is administered after each Course Lecture and after students practice exercise inputs of changes to data within the Downloaded OE21 Toolkits. Individual Quizzes must be passed for Lectures 6.1a1, 6.1a2, 6.1b, 6.1c, 6.1d and 7.1a, including what was learned from toolkit practice exercises.  

Course 4 Training Certificate - Once you complete Curriculum item A, B, C, and D described above, you receive a OE21 Management Analyst Training Certificate for Product/Service Excellence  

Next Step: After completing Curriculum Items A, B, C and D. you may proceed to Course 5.

Figure 6-1 below presents an example Trend Chart for Product/Service Results. 

Trend Chart 3.2.PNG

Figure 6-1 Example Trend Chart for Operational Efficiency Results.


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