Define

Question 1

Lean Vs Six Sigma

Answer 1

Lean: - Simplify processes (fast and efficient)
• Eliminate waste
• Reduce cost
• Increase speed

Six Sigma: (effective and improve quality)
• Eliminate errors
• Reduce variation
• Make system changes
• Sustain improvements

Question 2

Process Variation Equation

Answer 2

Question 3

Variation is due to differences in

Answer 3

• Manpower (people)
• Machines (e.g., computers, plants)
• Materials (soft and hard)
• Methods (e.g., procedures, training)
• Measurement (e.g., standards, policies, equipment)
• Mother nature (environment)

Question 4

How to Measure the Variation?

Answer 4

Range: min-max

Std dev - σ (measure the data variation about the mean)

Variance - σ2

Question 5

What is the limitation to variances and std devs?

Answer 5

Variances can be added together, but standard deviations cannot be added.

σT2 = σ12 + σ22 + σ32 (It is correct)

σT = σ1 + σ2 + σ3 (It is not correct.)

Question 6

Define empirical rule

Answer 6

tells you what percentage of your data falls within a certain number of standard deviations from the mean.

Question 7

• Based on one-year cost-per-call data for a service organization
o Mean (μ) cost per call = $16.00
o Standard deviation, σ = $2.00

Answer 7

• 99.73% of cost-per-call variation is between $10 and $22.
• The costs of 99.73% of calls vary from $10 to $22.

Question 8

Define Z-score

Answer 8

The number of standard deviations between The process mean and a data point in the process

Zlt = Zst - 1.5

Question 9

How go calculate z-score process capability

Answer 9

Question 10

• A service organization has decided to limit the cost per call from $7.00 to $25.00.
• What is the help desk performance for cost per call in terms of the Z-score? • Whereas:
o Mean (μ) cost per call = $16.00 o Standard deviation, σ = $2.00
o USL (upper spec. limit) = $25.00 o LSL (lower spec. limit) = $7.00

Answer 10

On the right from the mean, Z-score = (25 – 16)/2 = 4.5
On the left from the mean, Z-score = (7 – 16)/2 = -4.5

Question 11

Average industrial sigma level
World-class industrial sigma level

Answer 11

Average industrial sigma level = 4
World-class industrial sigma level = 6 and above

Question 12

Defect

Answer 12

Failing to deliver what customer wants or not meeting Critical to Customer (CTC) requirement(s).

Question 13

Opportunity

Answer 13

Number of possibilities (CTC requirement) for a defect.

Question 14

Defective unit:

Answer 14

Non-conformance unit or unit with one or more defects. If a defect is minor and accepted by customer, unit is not
considered defective

Question 15

DPMO

Answer 15

how many number of requirements are not met with respect to million requirements

Question 16

DPU, DPO, DPMO

Answer 16

DPU: number of defects per unit observed during a process
DPO: DPU divided by the number of opportunities
DPMO: DPO multiplied by one million.

Question 17

DPMO
# of Units: # of Invoices = 2,000 in a week
# of Defective invoices: rejected invoices = 10
Opportunities (name, quantity, price etc., per invoice) = 5 # of defects in 10 defective invoices = 13

Answer 17

Question 18

of Units: # of Invoices = 100,000 in a year

# of Defective invoices: rejected invoices = 8,000
Opportunities (name, quantity, price etc., per invoice) = 5 # of defects in 8,000 defective invoices = 33,000

Answer 18

Question 19

Bob Galvin

Answer 19

Motorola CEO struggling to compete with foreign manufacturers, due to poor quality in products

Question 20

Bill Smith

Answer 20

coined the expression “Six Sigma” to indicate improvement measures and credited as the father of Six Sigma

Question 21

Dr. Mikel J. Harry

Answer 21

formulated the MAIC (Measure-Analyze-Improve-Control) approach to achieve Six Sigma level of quality

General Electric (GE) added Define phase to MAIC

Question 22

Walter A. Shewhart

Answer 22

Developed control charts to detect special causes

Known as father of statistical process control

Question 23

W. Edward Deming

Answer 23

Emphasized the 14 obligations of top management for improvement

Developed PDCA/PDSA cycle—PDCA a.k.a. Deming/Shewhart cycle

Question 24

Joseph M. Juran

Answer 24

Developed managerial processes—quality trilogy (planning, control, & improvement)

Helped businesses understand continuous process improvement

Question 25

Philip B. Crosby

Answer 25

• Originated the zero defects concept
• Established 14 steps to quality improvement

Question 26

Armand V. Feigenbaum

Answer 26

• Originated concept of total quality control (TQC)
• Served as ASQ president for two consecutive terms

Question 27

Kaoru Ishikawa

Answer 27

Developed the cause and effect diagram and CWQC (Company-wide QC)

Part of JUSE (Japanese Union of Scientists and Engineers),

Question 28

Genichi Taguchi

Answer 28

• Developed the law for financial loss to society due to bad quality
• Developed robustness concept for quality

Question 29

Shigeo Shingo

Answer 29

• Developed the concept of poka-yoke (mistake-proofing)
• Developed the concept of the single-minute exchange of die (SMED)

Question 30

What is six sigma

Answer 30

Strategy to resolve business problems. Provides methodology and provide tools.
Program centered around customer service.
Allows a better understanding of process by data and statistics to fix business problems.

Question 31

DMAIC vs DMADV

Answer 31

DMAIC: improve current process capabilities.

DAMDV: create new or redesign process based on customer requirements
- DFSS: design for six sigma
- IDOV: identify, define, optimize, validate

Question 32

What is the DMAIC phases

Answer 32

Question 33

Six Sigma DMAIC Approach

Answer 33

Question 34

Answer 34