CI SL Certification

What are the four disciplines of the NYL CI Management System?

Connect; Deliver; Enable; Discover

How does the Connect discipline link strategy to team goals?

Connects strategy with goals to help people understand their role in the organization and why it matters.

What business result dimensions are used on the Balanced Scorecard?

Productivity (Efficiency); Quality (Effectiveness); Customer Experience; Employee Engagement.

List the CI Principles aligned with Shingo in the organizational alignment category

Create customer value;

Create constancy of purpose;

Think systemically.

List the CI Principles aligned with Shingo in the continuous improvement category

Seek perfection;

Focus on the process;

Adopt scientific thinking;

Improve flow and sequence (pull & flow);

Quality assurance at source.

List the CI Principles aligned with Shingo in the cultural enablers category

Lead with humility;

Respect each individual.

Name the 14 CI tools used to build CI behaviors.

Change Story; Cascaded Metrics; Huddles; Process Confirmations; CI Engagement Index; Skills Matrix; Week in the Life Of (WILO); Voice of the Customer; Demand and Capacity Management; Coaching; Weekly PS; Root Cause Problem-Solving; Visual Boards; Standard Work.

What does 'Create constancy of purpose' mean within CI?

⚠ Evidence Gap – listed as a CI Principle but not explicitly defined in the training materials.

Which CI principle emphasizes verification at the point of work?

Quality assurance at source.

How do CI principles reinforce the four disciplines?

The 10 CI Principles are the foundation of the CI Management System. The four disciplines apply those principles and are supported by the 14 CI tools.

What is the role of the CI Engagement Index?

⚠ Evidence Gap – listed as a CI tool but its role is not explicitly defined.

Give one example of 'Think systemically' in a service process.

Consider the end-to-end process and upstream/downstream impacts before implementing a process change. (in a claims service org, intake using “&“ instead of “and” to boost productivity)

List the six RCPS steps in order.

Identify Problem; Find Root Cause; Develop Solutions; Create & Execute Action Plan; Evaluate Results; Sustain.

Which tools can you use to identify root causes?

5 Whys; Issue Trees; Fishbone Diagrams.

What is the purpose of the Evaluate Results step?

Determine if the solution was effective in improving against business metrics.

How do you prioritize potential solutions in RCPS?

Identify a list of potential solutions and prioritize which option to test.

What is the difference between symptoms and root causes?

Root Cause Analysis identifies the underlying causes rather than treating symptoms.

Provide an example of using 5 Whys for a delay problem.

• Team members are unhappy.

• Work is not collaborative.

• No defined approach to the work.

• Roles, responsibilities, and decision ownership are undefined.

• The team was newly formed without transition/support from leadership.

How does the Target Condition relate to RCPS?

RCPS moves the Current State toward the Target Condition. Once reached, reset the Target Condition.

What outputs should be documented after a pilot?

After a pilot, monitor the results, evaluate whether the solution improved the business metrics, determine how the solution will be sustained, continue monitoring, and share the solution across teams.

How do you ensure sustainment post-implementation?

Determine how to sustain solutions; monitor results; share solutions across teams.

Which Balanced Scorecard dimensions might RCPS improvements affect?

Productivity; Quality; Customer Experience; Employee Engagement.

List the 8 forms of waste.

Waiting; Inventory; Over production; Over processing; Motion; Transportation; Rework; Intellect.

What does ECRS stand for?

Eliminate; Combine; Rearrange; Simplify.

What is the purpose of each ECRS step?

Eliminate–Identify steps that do not add value and eliminate them. Combine–Combine two or more steps into one when we cannot eliminate them. Rearrange–Change the position of a step and the flow of work. Simplify–Make a step easier or take shorter time to complete.

When is a Histogram more appropriate than a Control Chart?

Histogram: distribution/variability. Control Chart: process stability.

What problem does a Control Chart help you detect?

Whether a process is stable and in control; distinguishes common vs. special cause variation.

When should you conduct a Gauge R&R?

Validate the measurement system before analyzing process data.

What is Process Capability Analysis used for?

Determine how well a process meets specified limits by evaluating inherent variability.

When is FMEA most useful?

Design phase; significant changes; quality/reliability issues; proactively address risks.

How does ANOVA assist in process analysis?

Quantifies sources of variation and determines how factors affect process performance.

What are Common Cause vs. Special Cause variation?

Common: natural, predictable fluctuations. Special: unexpected, identifiable disruptions.

What information is typically captured in a Value Stream Map data box?

⚠ Validation: C/T (Cycle Time); # People; Shifts.

What are the four elements of trust?

Credibility; Reliability; Professional Intimacy; Self-orientation.

Name the four influencing quadrants.

Role Modeling; Fostering Understanding & Conviction; Developing Talent & Skills; Reinforcing With Formal Mechanisms.

List three influencing tactics and when to use them.

Logical Persuading–facts/data; Consulting–seek input; Modeling–demonstrate desired behavior.

What does EPIC stand for?

• Empathy – Put yourself in the other person's shoes; understand how they feel and what is at stake.

• Purpose – Define the purpose, including their needs and yours.

• Insight – Articulate the key idea and storyline.

• Conversation – Plan and orchestrate a high-impact conversation, including questions and next steps.

What are the leader's three critical communications roles?

Translator; Motivator; Responder.

Explain the SBI feedback model.

Situation; Behavior; Impact.

How can a Skills Matrix be used during coaching?

⚠ Validation / Evidence Gap.

What steps are involved in Process Confirmations?

Prepare; Observe; Document; Provide feedback; Reflect / Follow up.

How does the Change Curve inform leadership actions?

Identify where someone is on the Change Curve to help them progress.

Define Professional Intimacy and why it matters.

⚠ Evidence Gap.

Map an RCPS improvement to Balanced Scorecard outcomes.

Productivity - faster turnaround time, higher volume produced Quality - fewer defects Customer Experience - higher VOC scores Employee Engagement - higher CIEI score

Choose the best tool to start when many potential causes exist.

Fishbone Diagram.

Select a tool sequence to validate data integrity, then analyze process stability.

Gauge R&R → Control Chart.

Draft a mini Change Story using EPIC.

Empathy - The team was frustrated because roles and decision ownership were unclear.

Purpose - Create clarity so the team can collaborate more effectively.

Insight - RCPS identified unclear roles as the root cause. Defining responsibilities improved teamwork and reduced confusion.

Conversation - What questions do you have, and what support do you need to be successful in your role?

Identify the waste most likely causing repeated handoffs.

Transportation, because repeated handoffs create unnecessary movement of work through the process, increasing opportunities for delays and errors.

Propose an ECRS approach to reduce a queue backlog.

• Eliminate non-value-added steps that increase queue time.

• Combine steps that can be completed together to reduce handoffs.

• Rearrange the sequence so work flows more efficiently and reduces waiting.

• Simplify the remaining steps to shorten processing time.

Design a quick VSM workshop agenda using the eight steps.

Draw customer/company/suppliers; Document problem & demand; Draw processes/data boxes; Determine metrics; Map inventory; Document flows; Do calculations; Identify opportunities.

Pick the right chart to display service time distribution.

Histogram.

Explain how coaching with Kata questions reinforces target conditions.

Target condition; Actual condition; Obstacles; Next step; When can we go and see what you learned?

Link a CI principle to an influencing quadrant with an example.

Lead with Humility → Role Modeling
A leader demonstrates humility by participating in RCPS sessions, listening to employee ideas, and asking questions instead of providing all the answers. By modeling the desired behavior, others are encouraged to adopt the same approach.

List the 10 CI Principles aligned with Shingo (grouped by category).

Cultural Enablers: Lead with humility; Respect each individual.

Continuous Improvement: Seek perfection; Focus on the process; Adopt scientific thinking; Improve flow and sequence (pull & flow); Quality assurance at source.

Organizational Alignment: Create customer value; Create constancy of purpose; Think systemically.

Explain how the "Discover" discipline supports Continuous Improvement.

Discover identifies and solves problems at all levels in the organization to create better ways of working, increase capacity, and reduce costs.