Chapter 1 - Define Phase Basics Flashcards
What is Lean / Six Sigma?
A robust, focused, high-impact continuous improvement
methodology that uses proven quality principles, tools, and techniques to
reduce variation and/or shift the mean of a process.
Relies on rigorous statistical methods and control mechanisms to
allow for evidence-based, data-driven decision making in order to tie
together quality, cost, process, people, and accountability.
The performance goal of a Six Sigma process is 3.4 defects per 1 million
opportunities (DPMO).
What is the Focus of Lean / Six Sigma?
- Six Sigma begins with an understanding of the “customer’s” needs,
requirements, and values (The Voice of the Customer). - Once the customer’s needs and values are defined, Six Sigma identifies
factors that are critical to customer satisfaction. - The processes that are involved in these “critical to x” factors are then
measured and analyzed. - Targeted solutions are then implemented with control mechanisms set in
place.
Increase Customer Satisfaction
Decrease Process Variance
Decrease Process Defects
Decrease Cycle Times
Engage Frontline Employees
Sustain Improvements Through Process Redesign
Change Management Mechanism
The DMAIC Process
1: DEFINE - What’s the problem?; Who can fix it?; What’s the process?; Project selection / Project Charter / Problem Statements / SIPOC / CTQ Tree
2: MEASURE - Can I explain my problem with data?; KPI Metrics (i.e., % improvement) / Data Collection Plan / Measurement Systems Analysis / Process Capability Analysis
3: ANALYZE - What’s the real problem?; What’s the root cause? Process map analysis / Cause and effect / 5 why’s / FMEA / Normal distribution / Hypothesis Testing
4: IMPROVE - Let’s create solutions and improve the process!!! Brainstorming / Benchmarking / Affinity Diagrams / Lean Thinking / Experimental Designs
5: CONTROL - Did we improve?; Did we save money? Documentation / Statistical Process Control / Cost-Benefit Analysis / Lessons Learned and Project Translation
Six Sigma Deliverables
Define: Phase purpose is to actively capture the problem of our primary metric (Big Y) and build the VOC from all customer segments and translate them into CTX’s. Typical sequence of tools and techniques used in this phase include, but are not limited to:
Team Charter / SIPOC / VOC Plan / Kano Analysis / VOC Pairwise / CTX Tree Level 3
Measure: Phase purpose is to measure the size of the problem, document the process in detail, and theorize on potential X’s that are key X’s in Y= f(x). Typical sequence of tools and techniques used in this phase include, but are not limited to: CTX Tree Level 4 / Data Collection Plan / Measurement Systems Analysis / Detailed Process Map / Process Capability Analysis
Analyze: Phase purpose is to plan to complete data collection and analyze the data using hypothesis testing to identify Vital X’s that impact the Big Y. Typical sequence of tools and techniques used in this phase include, but are not limited to: Cause and Effect
Diagram / FMEA / Graphical Data Display / Hypothesis Test Plan / Hypothesis Testing / Screening / Experimentation
Improve: Phase purpose is to brainstorm and down select solutions directed at the Vital X’s. Multiple outside methods can be used during this Phase to best address the
challenge. Typical sequence of tools and techniques used include, but are not limited to: Lean / Theory of Constraints / Experimental Designs / Benchmarking and Best Practice / Future State Mapping / Implementation Planning
Control: Phase purpose is to deploy the solutions, ensure proper implementation, and place controls on proven Vital X’ to sustain project gains on the Big Y. Typical sequence of tools and techniques used include, but are not limited to: Control Plan / Updated FMEA / SPC / Process Capability Analysis / Lessons learned / Project Translation / 30-60-90 Follow-up Plan
The Voice of the Customer (VOC)
- The “voice of the customer” or VOC is the term used to describe the stated
and unstated customer needs or requirements. - Voice of the Customer studies typically consist of both qualitative and
quantitative attributes. - It produces a detailed set of customer wants and needs which are
segmented into a hierarchical structure which is then prioritized in terms of
relative importance and satisfaction with customer input.
There are many different “voices” that must be considered when gathering
the VOC.
* External Customers: End users of the process or service.
* Internal Customers: Utilize the output of your process to complete their own
process. Often speak for the external customer.
* Stakeholders: People or groups who are impacted by or can impact a
process, regulators, or the community.
Lean / Six Sigma Roles and Responsibilities
How does Six Sigma Work?
Systematic method of breakthrough improvements across all business
functions
* Executives establish vision, challenge, and objectives
* Champions/Sponsors and process leaders provide focus, leadership, and
commitment
* Champions/Sponsors select projects, track, and quantify results
* Dedicated resource of highly skilled and focused individuals
* Dedicated resources deploy and support their functional organizations
* Customer-Focused
* Focus on solutions to real business problems
What Sets Six Sigma Apart?
Focus on achieving measurable and quantifiable goals
* Direct impact to the P&L
* Direct impact to process performance metrics or KPI’s
Uses a defined infrastructure of experts and leaders
* Champions sponsor projects
* Master Black Belts provide guidance and consultation
* Black Belts and Green Belts lead a team of subject matter experts
Decision making is reserved for the Champion and Six Sigma Team
* Team-Based Decisions
* Data-Driven Decisions
Six Sigma Infrastructure
White Belt
* Overview and understanding of LEAN Six Sigma concepts
* Provided as an introduction to understand Six Sigma Process
Yellow Belt
* Basic understanding of LEAN Six Sigma
* Ability to lead localized problem-solving efforts
Green Belt
* Project Leader uses DMAIC to lead and solve projects
* Ability to lead problem-solving efforts of specific complexity
Black Belt
* Guides multiple projects full time, expert with DMAIC
* Ability to lead problem-solving efforts of varying complexity
* Provides coaching to Green Belts
Problem Solving Formula
To get results, should we focus our attention on the Y or X?
Y
* Dependent
* Output - Outcome
* Effect
* Symptom
* Monitor
F(x)
* Independent
* Input - Process
* Cause
* Problem
* Control
Six Sigma Goals
- The ultimate goal of Six Sigma is to reduce the variation and/or shift the
mean of a specific process in order to assure compliance with “critical to x”
specifications. - Six Sigma aims at virtually error-free performance by focusing on defect
reduction, cycle time reduction, and cost savings. - Most companies report that they operate at the 3 - 4 Sigma level. But most
actually operate at 2 - 3 Sigma.
Capturing the VOC
Frame Customer Needs
* Listening Posts
* Complaints
* Representative Feedback (Sales, Customer Service)
* Scorecards
* “Become the Customer”
* Observe the Customer
Probe for Understanding
* Soliciting direct feedback from the Customer
* Sensing Sessions
* Focus Groups
Measure and Prioritize
* Surveys
* Quantify the information from Sensing Sessions and Focus Groups
* Look for competitor information
VOC Reactive Sources
Requires a lower level of effort to obtain
Are most commonly complaints, unmet needs, or general questions
concerning a product or service
Sources for this information can come from a variety of sources such as:
* Existing Baseline Data
* Warranty Claims
* Technical / Customer Support Center Data
* Sales Returns
* Web-Page Activity
VOC Proactive Sources
Requires a higher degree of effort to obtain
Sources for this information can come from a variety of sources such as:
* Interviews
* Gemba Walks
* Focus Groups
* Surveys
* Direct customer observations
* Benchmarking and Marketing Research
Most commonly come in the form of Customer Needs and Customer
Satisfaction that should be measured qualitatively and quantitatively
VOC Plan
The VOC Plan outlines the high-level approach for gathering VOC data
WHO
* List the main customers who use your product, service, or process for both internal and external customers
* If segments exist across the customers, please annotate
* Customer segmentation is the practice of dividing / segmenting customer base(s) into
groups that have similar traits and characteristics such as age, gender, interests,
location, purchasing habits, etc.
WHAT/WHY
* Think about what you need to know from these customers
* Ask yourself why do we need to ask this question or seek certain information; indicate
specifically what you want to know
* You should consider some form or forms of the following questions:
* What is important to you?
* What will cause you to become dissatisfied?
* What do you like?
