Week 11 Six Sigma Roadmap

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Week 11 Six Sigma Roadmap

• Manufacturing vs. Service, Roadmap for
  establishing Six Sigma

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Manufacturing vs. Service
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Employment by Economic Sector Adapted
from Metters, Service Operations Management, 2003
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Employment by Economic Sector
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Manufacturing

• Changing model
• Outsourcing
• Assemblies
• Technology
• Customer preference changes
• Shorter product life cycles
• Fewer people

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Service

• High cost of do-overs
• Greater amount of time spent on activities that
  add no value
• Less visibility of work
• Process change variability
• Late start on quality focus

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Service Tips for Six Sigma

• Investigate processes
• Define problems in specific detail
• Emphasize objectivity
• Identify facts and reliable data
• Build the use of statistics

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Manufacturing Issues

• Consider entire processes and systems, not
  individual operations or departments
• Keep continuous improvement in the forefront
  eliminate excuses
• Recognize operating environment differences when
  choosing and applying tools

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Six Sigma Roadmap

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Five Roadmap Steps

• Identify core processes and key customers
• Define customer requirements
• Measure current performance
• Prioritize, analyze, and implement improvements
• Expand and integrate the Six Sigma system

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1. Identify Core Processes and Key Customers

• What are your core processes?
• Central to the mission of the organization
• May be multi-functional and/or multi-organizationa
  l
• Wheres the value added?
• Define your desired customer base
• Who are you trying to serve or sell to?

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2. Define Customer Requirements

• Customers are the reason for our existence
• Capture the voice of the customer
• Customers always define their own desired
  experience

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3. Measure Current Performance

• Assess each core process against customer
  requirements
• Action
• Establish a measurement infrastructure system
• Set priorities for resources (use Pareto
  Principle)
• Evaluate and choose improvement strategies
• Design and execute within capability

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4. Prioritize, Analyze, and Implement Improvements

• Identify improvement activities with greatest
  opportunity for return
• Address root causes
• Replace or improve processes

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5. Expand and Integrate the Six Sigma System

• Change your way of doing business
• No quick fixes, short term solutions, etc.
• Monitor critical processes (SPC)
• Establish process ownership and management
• Develop response plan and mechanisms
• Involve the entire company
• Continue to listen to the customer

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Five Roadmap Steps (Summary)

• Identify core processes and key customers
• Define customer requirements
• Measure current performance
• Prioritize, analyze, and implement improvements
• Expand and integrate the Six Sigma system