Define Flashcards
What are a the 5 phases of a DMAIC project?
Define Measure Analyse Improve Control
When should a business use a Lean Deployment approach for a project?
When a business unit wants to transform the way that they perform their key activities. Leans main aim is to focus on process improvement by utilising a number of tools and techniques improving flow and eliminating waste.
When should a business use a DMAIC approach for a project?
When a specific business problem exists and the root cause is not known. Six Sigma is a quality improvement tools with an aim of reducing the processes variation.
What is the benefit of combining Lean and Six Sigma project methodologies?
The combination of these two methodologies delivers outputs to the customer faster and consistently, with fewer errors.
Why do we focus on the process as opposed to the people in the process?
85% of errors are built into the process… Only 15% are caused by people working in the process.
Within Bankwest we look at IT solutions rather than understanding the full end to end process, leading to removal of non-value add tasks. The automation generated by IT spend is just automating a wasteful and error prone process.
What are the key activities for Define?
Develop the charter Establish the team Plan your approach Understand the Voice of the Customer Map out a high level process (SIPOC)
What are some examples of variables that will effect the likelihood of a project being selected?
Impact to customer Expected benefit (revenue /cost, delivery, quality) Change readiness of the business/es Resource availability and capability Scale and level of process change
What is the benefit of using a project selection matrix?
Allows the benefits of the project to be weighted against the business’s strategic outcomes (eg Risk of delivery, Cost, Benefit to the Customer)
What is ‘scope creep’?
Scope creep in project management refers to changes, continuous or uncontrolled growth in a project’s scope, at any point after the project begins. This can occur when the scope of a project is not properly defined, documented, or controlled.
What is a tree diagram?
A problem solving or solution identification tool that breaks a problem or opportunity into discrete chunks
Why would we use logic trees?
To break a problem or solution into component parts
To ensure integrity of the problem solving is maintained
To build a common under-standing within the team of the problem solving framework
To help focus team efforts
What are the 4 stages of Tuckman’s Team & Group Development Model?
Forming – polite, tentative, perhaps awkward silences and unsure about right behaviours
Storming – Chaos and tension as people try to find their place and status in the group. Important – groups will either ‘pay now or pay later’ when it comes to working through members issues of their place, role or status.
Norming – establish norms of behaviour, communications, accountability etc. Know what expectations are.
Performing – group working at its best! Focussed, working together toward common goal, participation. Different skills, abilities & knowledge of members unite to overcome obstacles and progress forwards.
Exceptionally creative at this point. ‘Buzz’ and energy as team performs.
BONUS!
Adjourning – closure. Time to celebrate success, reflecting, assigning meaning to events, and learning.
Transforming – change in groups membership. Can occur at any point, team must go back to forming to properly integrate new members.
Why is it important to review who our stakeholders are on a project?
It is imperative to understand who the Stakeholders are early within an activity, Stakeholders can effect or be effected throughout the duration.
It also helps us understand who might need for focus than others when engaging them.
How do we rank our stakeholders on the stakeholder coalition diagram?
Behaviour/ Mindset
A = Supportive of the project/ deployment B = Neutral or opposed
Knowledge/ Experience
1 = High level of Productivity understanding/mindset
2 = Moderate level of Productivity understanding/mindset
3 = Low level of Productivity understanding/mindset
Why is it important to rank our stakeholders productivity knowledge and mindset?
It allows us to shape our conversation to the stakeholder involved so we are able to get maximum buy in for the project.
What are some of the key elements of a communications plan?
Audience and Representative Purpose Medium/Channel Frequency Owner
How often should you revise your communications plan?
At a minimum each stage of the project.
Why is change management important?
It increases project success as it has been found that most often the reason for project failure is resistance of people and bad management of the human element in the project.
What are the 4 stages of the emotional curve for change?
- Denial
- Resistance
- Commitment
- Exploration
What does ADKAR stand for?
Awareness Desire Knowledge Action Reinforcement
What is the first A in ADKAR?
Awareness of the NEED to change
- What is and isn’t working in my organisation?
- What are my options?
- Communicate that there is a problem
- Focus attention on the most important reasons for the change
What is the D in ADKAR?
Desire to SUPPORT the change
- Communicate benefits
- Identify risks involved
- Build momentum
- Address fears
What is the K in ADKAR?
Knowledge of HOW to change
- Learn new technical skills
- Share information
What is the second A in ADKAR?
Ability to MAKE the change
- Provide tools and resources
- Embed training
What is the R in ADKAR?
Reinforcement to make change STICK
- Provide ongoing support if required
- Move to BAU
Which of the following does not correctly describe productivity?
a) Productivity is making things simpler for our customers and each other
b) It makes good business sense
c) It’s about getting our people to work a lot harder
d) It’s becoming a way of life across the group
c) It’s about getting our people to work a lot harder
Who is responsible for productivity improvements?
a) The project coach
b) Senior management
c) Operational management
d) Everyone
d) Everyone
Which of the following is not a use of an A3/Storyboard?
a) Define the problem
b) Name and shame who caused the problem
c) Help manage the project to solve the problem
d) Record the results and learnings from the project
b) Name and shame who caused the problem
What is the purpose of a problem statement?
a) To identify root cause
b) To standardise the solution
c) To locate the point of cause
d) To scope the problem parameters
d) To scope the problem parameters
In De Bono’s 6 thinking hats, which colour represents creativity?
a) Blue
b) Black
c) White
d) Green
d) Green
The two main types of logic trees include:
a) Unilateral and Group
b) Issue and Hypothesis
c) Mutually Exclusive and Collectively Exclusive
d) Cost driver and Cause and Effect
b) Issue and Hypothesis
Which is the best way to find out what the customers values?
a) Customer satisfaction surveys
b) Google and desk research
c) Market research
d) Ask them in interviews, site visits and/or focus groups
d) Ask them in interviews, site visits and/or focus groups
As part of the Define phase of a project, the team draws up a SIPOC map. Which of the following are not part of a SIPOC map?
a) Supplier
b) Information flows
c) Process
d) Outputs
b) Information flows
Explain the different philosophies of Lean and Six Sigma? Why are both approaches important to productivity in Bankwest?
Lean focus is on waste and value in a process whereas Six Sigma focuses on process variation and defects.
Bankwest uses a combination of both philosophies in order to provide customers with outputs that are fast, consistent and with fewer errors.
What is an a3 problem template and why use it?
It’s a single page problem solving tool used to show the different DMAIC stages. (DMAIC, Define, Measure, Analyse, Improve and Control)
It helps guide the team by answering the questions listed in the different DMAIC areas for example Define, what problem you are trying to solve. By having the structured DMAIC approach you ensure you have a problem solving methodology to rely on. Having this tool ensure you are able to capture and communicate the findings in a single view. Best used on simple problems that can be solved in a few weeks within a small team.
What are four of the big or little questions you need to answer in the Define phase?
How do you know there is a problem?
What specific measures indicate there is a problem?
How will you know the situation has improved?
What will success look like?
Why are projects selected?
Impact to customer Expected benefit Return on investment Market share Net present value Change readiness of the business Resources
What are tree diagrams and why use them?
Tree diagrams are a problem solving or solution identification tool that allows you to break the problem or opportunity into discrete segments.
Issue trees breaks issues/questions into smaller issues/questions this tool is best used when little evidence or experience is available to draft hypotheses
While Hypothesis trees assert a solution is should allow focus on elements that have the most impact end to end. This is best used when you need to prioritize data.
What is benchmarking and why use it?
Benchmarking is the process of comparing one’s business processes and performance metrics. Can be best practice (inter or intra industry/ function), competitive or collaborative. It is used to identify the future and target states for a business, process, service or product.
Ways to benchmark
• Identify other industries or BU’s that have similar processes
• Identify organisations or BU’s that are leaders in these areas
• Survey companies for measures and practices
• Visit the best practice companies or BU’s to identify leading edge practices
• Implement new and improved business practices
What is the philosophy of Six Sigma? A Creating flow within processes B Eliminating waste within processes C Maximising value of processes D Reducing variation of process outputs E All of the above
D Reducing variation of process outputs
SIPOC stands for:
A Suppliers, Inputs, Procedure, Outputs, Customers
B Simple, Inputs, Process, Output, Complex
C Simple, Inputs, Procedure, Outputs, Complex
D Suppliers, Inputs, Process, Outputs, Customer
E None of the above
D Suppliers, Inputs, Process, Outputs, Customer
A planning method designed to show the tasks associated with a project, the personnel responsible for completing the tasks and the timelines allowed. A Pareto chart B Gantt Chart C Microsoft Project D Check sheet E None of the above
B Gantt Chart
Which of the following is not a method to capture VOC A Surveys B Focus groups C Interviews D Compliments E None of the above
E None of the above
