Continuous Process Improvement “Coach” Certification

The purpose of this support option is to develop a group of internal Continuous Process Improvement (CPI) "Coaches" that will enhance the effectiveness and outcomes of Process Improvement Teams (PITs). The coaches will assist the PIT leader and individual team members in:

  • Understanding CPI techniques, tools, and principles (through just-in-time training)
  • Determining the best path for ongoing development (through the presentation and discussion of alternatives)
  • Overcoming obstacles that may prevent teams from achieving their full potential (through facilitation and coaching)

The role of the Coach is not to replace the Team Leader or Facilitator but, rather to act as an enabler, guiding and assisting PITs to achieve their chosen business objectives.


Upon completing this program, participants will be able to:

  • Experience the systematic application of a process improvement methodology typically used by a PIT to achieve measurable improvement results.
  • Understand key CPI principles and tools, as well as develop the ability to "coach" others in how to apply these principles and tools to improvement efforts being addressed by a PIT.
  • Develop fundamental team "coaching" skills that will assist a PIT in successfully achieving improvement objectives.

Learning Design:

"Coach" Development is conducted by an RCA "Master Coach/Mentor" who is also available for phone consultation and/or on-site consultation and evaluation between sessions.

  • Phase One:
    During the first 75 to 120 calendar days, the team of Coaches will learn to apply a Continuous Process Improvement (CPI) methodology using actual organizational processes (e.g. order processing, customer complaint handling, etc.) to be improved.
  • Phase Two:
    Following the team application of CPI, Coaches will further their learning by working with a "pilot" team as "co-Coaches" to reinforce the "partner-coach" learning concept and delivery of Just-In-Time training for team members during the next 105 to 150 calendar days.

  • Phase Three:
    The "certified" team of Coaches will be ready and available to be assigned to (or recruited for) future PITs which may be formed on an ongoing basis throughout the organization as part of the Teaming system.
  • Use of in-class time by participants/Coaches:
    • 1/3 learning about concepts and methodology
    • 2/3 practicing concepts and building skills
  • When learning about concepts, time will be allocated:
    • 1/2 understanding CPI principles and tools
    • 1/2 working with and coaching PITs

Learning Track:

Participants: Optimal Group Size--approximately 12-16 participants.


Conducted over a six to nine calendar month period; approximately 25% (+/-) time commitment during the certification process. Consists of 10 days of classroom application and training (with "optional" days if mutually determined as needed for further skill/competency development) offered in 5 blocks of 3-5 days each (scheduled in one- or two-day blocks for on-the-job coaching application evaluation) to reinforce concept integration and application:

  • Session 1:
    2 days: Overview and Methodology I
  • Session 2:
    2 days: Methodology II and Team Dynamics I
  • Session 3:
    2 days: Methodology III, Team Dynamics II, and Team Coaching I
  • Session 4:
    2 days: Team Dynamics III, and Team Coaching II
  • Session 5:
    2 days: Methodology III and Team Coaching IV

"Coach" Certification Process Major Program Topics  


  • CPI System components (big picture)
  • CPI implementation planning (how to)
  • Customer satisfaction and process management (methodology and importance)
  • Continuous process improvement (methodology and tools)
  • Measurement (methodology and importance)
  • Problem solving (methodology and technique)
  • Project management (basic process)
  • Quality planning (basic process)

Team Dynamics

  • Team system (process)
  • Team dynamics/team development (usage)
  • Roles of Coaches, Team Leaders, Team Members, Team Sponsors, etc. (linkage)
  • Interpersonal communication skills and techniques
  • Planning and conducting effective PIT meetings
  • Team decision making techniques
  • Conflict management and resolution
  • Measuring team performance
  • Enhancing teamwork


  • Facilitating teams
  • Coaching teams
  • Training teams and presenting information (just-in-time)
  • Coaching and training Team Leaders
  • Evaluating and assessing Team Leader effectiveness
  • Internal consulting skills
  • Selecting measures
  • Interacting and communicating with Team Sponsors
  • Diagnosing implementation obstacles and developing alternative strategies
  • Selecting improvement efforts/projects



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