Introduction Phase

Question 1

Lean Process

Answer 1

achieved by removing waste; any activity not required to complete a process. A lean process is faster, more efficient/economical and delivers satisfactory quality to customer.

Question 2

Six Sigma

Answer 2

Produces 3.4 defects per million opportunities (DPMO)

Question 3

Where did Six Sigma Come from

Answer 3

Motorolla in the 80’s by Bill Smith

Question 4

4 Benefits of Lean Six Sigma

Answer 4

1. Increase Profits
2. Decrease Cost
3. Increase Efficiency
4. Effective People

Question 5

3 Questions to Ask for Process Improvement

Answer 5

Question 6

10 Intangible Quality Costs

Answer 6

1. Customer Dissatisfaction
2. Late Deliveries
3. Wasted Supplies and Equiptment
4. Changed Product Orders
5. Rework
6. Employee Frustration
7. Long Cycle Times
8. Expediating Costs
9. Rescheduling
10. Lost Customers

Question 7

How to Apply Lean Six Sigma

Answer 7

1. Connect Customer Feedback
2. Reduce Variation
3. Focus on the Process
4. Quantify the Project
5. Engage the People

Question 8

How do you connect with the customer

Answer 8

1. Tracke feedback and make it availble internally to all parties that need information
2. listen to real needs not projections
3. focus on end result and not internal convienence

Question 9

How do you quantifiy the dollar impact

Answer 9

Take the tangible and intangible costs and measure reduction of costs if processes were perfected

Question 10

Who are the biggest victims of poor process?

Answer 10

Those who work in it

Question 11

Name each of the 8 wastes

Answer 11

Acronym: DOWNTIME

D: Defects

O: Overproduction

W: Waiting

N: Non-Utilized Talent

T: Transportation

I: Inventory

M: Motion

E: Extra-Processing

Question 12

Give Definition of Defect and Example

Answer 12

Are information, products or services that are inaccurate, incomplete or missing.

Errors that occur over and over

Bahama Bistro example: using milk when customer requested soy milk

Question 13

How do you uncover and remove all types of process waste

Answer 13

Eliminate

Simplify

Streamline

Minimize

Question 14

What does Muda mean

Answer 14

Waste in Japanese

Question 15

Definition of Waste

Answer 15

strain on an organization’s time and resources. It does not add value to customer.

Question 16

Give Definition of Overproduction and Example

Answer 16

Making more units earlier or faster than the next step in the process or the customer requires

Example: Selecting Reply All for emails that only a few need to see

Example at Bahama Bistro: producing more coffee that is needed for the day

Question 17

Waste: Waiting

Answer 17

Refers to the process delays while waiting on people, equipment, matterials or information

Example: Customers waiting for their orders

Being unable to complete a step until receiving a file

Question 18

Waste: Non-Utilized Talent

Answer 18

Not making the best use of people’s experience, knowledge, skills, creativity or capability

Example: Requiring those with specialized skills to perfome unskilled activities.

Question 19

Waste: Transportation

Answer 19

Is the unnecessary movement of materials, equiptment or information. More time people have to “touch” the product, then the more likelyhood for error.

Example: Bureucratic processes of information

Question 20

Waste: Inventory

Answer 20

storing more supplies or having a higher quantiy of materials on hand than needed or when needed. You have to hold it, maintain it, and move it.

Valuable floor or storage space filled with unused items

Bahama Bistro example: storing coffee beans with 1 year supply when next day delivery is availble by vendor

Question 21

Waste: Motion

Answer 21

any movement of people that does not add value to the product or service

Example: Workplace not organized in order of the process being performed

Nurses walking around too much instead of spending more time with patients

Bahama Bistro Example: Frequent trips to the stock room

Question 22

Extra-Processing

Answer 22

any effort that doesn’t add value to the product or service from the customer’s perspective; more work than is required

Example: Fields on forms requiring unused information

Example: Addition of features or services that customers don’t need or care about