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Business Process Management 4 > Lecture 1 > Flashcards

Lecture 1 Flashcards

1
Q

What is lean management?

A

Improving the efficiency of a process -> decreasing costs

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2
Q

What is six sigma management?

A

Making sure quality is enhanced -> improvement of products/services quality -> reduction of defects & variations

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3
Q

What are the two drivers of lean six sigma?

A

Quality + speed

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4
Q

What means ‘effective’ in lean six sigma?

A
  • Reduce variation

- Reduce defects

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5
Q

What means ‘efficient’ in lean six sigma?

A
  • Reduce waste

- Lean Value-Added Steps

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6
Q

What is a defect?

A

When one aspect of the product/service does not meet the requirements

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7
Q

Finish the sentence:

“When lean and six sigma are combined in the company level, this will result in…

A

Companies improvement

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8
Q

What is the Hawthorne experiment?

A

Showed how worker productivity could be improved by worker participation

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9
Q

When did the Hawthorne experiment take place?

A

1920’s

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10
Q

What is the W. Edwards Deming method?

A

Method for statistical analysis and control of quality to Japanese engineers and executives (origin of TQM)

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11
Q

When was W. Edwards Deming’s method developed?

A

In the 1950’s

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12
Q

What was the role of Kaoru Ishikawa?

A

The reduction of the philosophy contributed to Japan’s ascendancy as a quality leader

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13
Q

When did Kaoru Ishikawa rise?

A

In 1968

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14
Q

What are the five key principles of lean according to Womack?

A
  1. Define value add and non-value add
  2. Map the value stream
  3. Establish process flow
  4. Shift from push to pull systems
  5. Strive for perfection / zero defects
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15
Q

What is six sigma (3)?

A
  • An organizational philosophy/ BPI approach (variation and business impact)
  • A methodology
  • A standard deviation of a population
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16
Q

What are the goals of Six Sigma?

A
  1. Reduce variation related to the variation with process output caused by the input or process variables (x’s)
  2. Reduce variation towards customer target & specifications
  3. Reduce variation by eliminating waste
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17
Q

Customer satisfaction can be achieved by (5):

A
  1. Conformance to specifications
  2. Value
  3. Fitness for Use
  4. Support
  5. Psychological impressions
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18
Q

Customer satisfaction in higher education (5):

A
  1. Conformance to specifications
  2. Value
  3. Fitness for Use
  4. Support
  5. Psychological impressions
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19
Q

How is progress monitored (5) (DMAIC)?

A
  1. Define
  2. Measure
  3. Analyze
  4. Improve
  5. Control
20
Q

Explain the ‘Define’ stage of how progress is monitored

A
  1. Define -> define the opportunity from both business and customer perspectives.
21
Q

Explain the ‘Measure’ stage of how progress is monitored

A
  1. Measure -> Understand the process and its performance
22
Q

Explain the ‘Analyze’ stage of how progress is monitored

A
  1. Analyze -> Search for key factors (critical X’s) that have the biggest impact on process performance and determine the root causes
23
Q

Explain the ‘Improve’ stage of how progress is monitored

A
  1. Improve -> Develop improvement solutions for the critical X’s
24
Q

Explain the ‘Control’ stage of how progress is monitored

A
  1. Control -> Implement the solution and control plan
25
Q

What are critical enablers of how progress is monitored?

A
  1. Project selection
  2. Project sponsorship
  3. Tollgate reviews
26
Q

What are the stages of the ‘low hanging fruit matrix’

A
  1. Aim at low hanging fruit
  2. Feasible projects (don’t try to solve world hunger)
  3. Business results with limited investments
  4. Data available
  5. High probability of sucess
27
Q

Explain the first stage of the Six Sigma methodology (DMAIC):

A

Define: Describe the problem we are working on and the CTQ. Organize the team

28
Q

Explain the second stage of the Six Sigma methodology (DMAIC):

A

Measure: Define the defect. Choose Y. Describe the process. Collect data with a capable measurement system. Establish baseline process capability. Establish improvement goals.

29
Q

Explain the third stage of the Six Sigma methodology (DMAIC):

A

Analyze: determine which process inputs (Xs) most influence the key process outputs (Y)

30
Q

Explain the fourth stage of the Six Sigma methodology (DMAIC):

A

Improve: Identify routes to improving performance & confirm changes will achieve the project goals

31
Q

Explain the fifth stage of the Six Sigma methodology (DMAIC):

A

Control: Implement the solution and establish ongoing mechanisms to ‘lock in’ the improvements and to share them elsewhere.

32
Q

What are the roles of of the yellow six sigma belt?

A
  • Awareness level

- Participation in project part-time in the function

33
Q

What are the roles of of the green six sigma belt?

A
  • Certified level of competency
  • Lead project part-time in their function
  • Responsible for the majority of projects and Six Sigma benefits
  • Understands internal and external supply chains improvements needs
34
Q

What are the roles of of the black six sigma belt?

A
  • Certified position / demonstrated performers
  • Lead projects full time in their function
  • Dedicated to leading projects & train and coaching green belts
  • Can define and improve supply chains using Lean Six Sigma techniques
35
Q

What are the lean six sigma roles? (2)

A
  1. Project sponsor

2. Deployment manager

36
Q

Explain the Lean Six Sigma role as ‘project sponsor’

A
  • identify opportunities, initiate & define projects
  • Creates an environment for GB/BB to complete the project (remove barriers, provide resources, etc)
  • Decision-maker during tollgate review
37
Q

Explain the Lean Six Sigma role as ‘Deployment manager’

A
  • Lead project prioritization
  • Manage black belts
  • Track financial returns
  • Track certification of black belts and green belts
  • Create an environment of knowledge sharing
38
Q

What are the types of charts/diagrams that fall under the ‘define’ stage (DMAIC)?

A
  • Pareto chart
  • Process Flow Chart
  • Value-added Flow Chart
  • Project priority Calculator
  • Failure Mode & Effects Analysis (FMEA)
39
Q

What are the types of charts/diagrams that fall under the ‘Measure’ stage (DMAIC)?

A
  • Measurement System Analysis
  • Trend Chart
  • Statistical Process Control (SPC)
  • Six Sigma Conversion Table
40
Q

What are the types of charts/diagrams that fall under the ‘Analyze’ stage (DMAIC)?

A
  • Fishbone diagram
  • Histogram
  • 5-Why analysis
  • Regression analysis
  • Design of experiments
  • Statistics Handbook
41
Q

What are the types of charts/diagrams that fall under the ‘Improve’ stage (DMAIC)?

A
  • Brainstorming
  • System diagrams
  • Error proofing
  • Corrective action matrix
  • CHECK process
42
Q

What are the types of charts/diagrams that fall under the ‘Control’ stage (DMAIC)?

A
  • Control plan
  • SPC
  • CHECK process
  • FMEA
  • 5S
43
Q

What is lean?

A

An approach that emphasizes the smooth flow of items synchronized to demand to identify waste

44
Q

What is six sigma?

A

A disciplined methodology of improving every product, process and transaction

45
Q

What are different ways to express process quality?

A

DPMO: Defects per million opportunities
Yield %: Number of good products relative to the number of produced products
CpK: Process capabilities relative to the product specifications
δ: Statistical measure of a process ability to customer requirements

46
Q

Where do you have to apply LSS?

A
  1. Manufacturing activities
  2. Transactional and administrative activities
  3. Management activities
47
Q

What kind of thinking does six sigma imply?

A

Process thinking

X input cause —-> Y output effect

Business Process Management 4 (1 decks)

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