Part 2 - Six Sigma

Question 1

Definition of Six Sigma

Answer 1

A quality management system developed from statistical quality techniques

The overall aim is to ensure a very high and consistent standard of quality output

Question 2

5 phrases of Six Sigma

Answer 2

\+ Define requirements
\+ Measure performance
\+ Analyse the process
\+ Improve the process
\+ Control the new process

Question 3

Define the process

Answer 3

+ Six sigma focuses on the requirements of the customer => in this case specifically why products are returned.
+ Customers will expect certain minimum requirements
+ Beyond the basic requirement, They will also expect

Question 4

Measure the existing process

Answer 4

The current returns figures do give some data to as to WHY products are returned

Question 5

Analyse the process

Answer 5

+ This stage is where the ROOT CAUSES of the problems are identified
+ Additional information may be needed, for example, to analyse customer returns by TYPE OF PRODUCTS, by COUNTRIES

Question 6

Improve the process

Answer 6

The proposals for improving the process are implemented and AVAILABILITY OF RESOURCES and likely COSTS of making the improvements need to be carefully considered.

Question 7

Control

Answer 7

This is the ON-GOING MONITORING that the reduction in customer returns due to defective manufacturing is being maintained