Define Phase Six Sigma Fundamentals

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Define PhaseSix Sigma Fundamentals
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Six Sigma Fundamentals
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What is a Process?
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Examples of Processes
We go thru processes everyday. Below are some
examples of processes. Can you think of other
processes within your daily environment?

• Injection molding
• Decanting solutions
• Filling vial/bottles
• Crushing ore
• Refining oil
• Turning screws
• Building custom homes
• Paving roads
• Changing a tire

• Recruiting staff
• Processing invoices
• Conducting research
• Opening accounts
• Reconciling accounts
• Filling out a timesheet
• Distributing mail
• Backing up files
• Issuing purchase orders

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Process Maps
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Process Map Symbols
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High Level Process Map

• One of the deliverables from the Define Phase is
  a high level process map, at a minimum it must
  include
• Start and stop points
• All process steps
• All decision points
• Directional flow
• Value categories as defined below
• Value Added
• Physically transforms the thing going through
  the process
• Must be done right the first time
• Meaningful from the customers perspective (is
  the customer willing to pay for it?)
• Value Enabling
• Satisfies requirements of non-paying external
  stakeholders (government regulations)
• Non-Value Added
• Everything else

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Process Map Example

• The Process Map below is for a call center.

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Cross Functional Process Map

• When multiple departments or functional groups
  are involved in a complex process it is often
  useful to use cross functional Process Maps.
• Draw in either vertical or horizontal swim lanes
  and label the functional groups and draw the
  Process Map

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Process Map Exercise
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Do you know your Customer?
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Voice of the Customer

• Voice of the Customer or VOC seems obvious after
  all, we all know what the customer wants. Or do
  we??
• The customers perspective has to be foremost in
  the mind of the Six Sigma Belt throughout the
  project cycle.
• Features
• Does the process provide what the customers
  expect and need?
• How do you know?
• Integrity
• Is the relationship with the customer centered on
  trust?
• How do you know?
• Delivery
• Does the process meet the customers time frame?
• How do you know?
• Expense
• Does the customer perceive value for cost?
• How do you know?

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What is a Customer?
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Value Chain
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What is a CTQ?
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Developing CTQs

• Identify Customers
• Listing
• Segmentation
• Prioritization
• Validate CTQ s
• Translate VOC to CTQ s
• Prioritize the CTQ s
• Set Specified Requirements
• Confirm CTQ s with customer
• Capture VOC
• Review existing performance
• Determine gaps in what you need to know
• Select tools that provide data on gaps
• Collect data on the gaps

Step 1
Step 2
Step 3
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Cost of Poor Quality (COPQ)
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The Essence of COPQ

• COPQ helps us understand the financial impact of
  problems created by defects.
• COPQ is a symptom, not a defect
• Projects fix defects with the intent of improving
  symptoms.
• The concepts of traditional Quality Cost are the
  foundation for COPQ.
• External, Internal, Prevention, Appraisal
• A significant portion of COPQ from any defect
  comes from effects that are difficult to quantify
  and must be estimated.

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COPQ - Categories
External COPQ
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COPQ - Iceberg