Six Sigma Project Report
- 1. Submitted By: - Pravin Kumar
- 2. Introduction To Six Sigma The six sigma strategy • Improve customer satisfaction & shareholder values. • Reducing variability in every aspect of your business.
- 3. Why use 6 Sigma Deliver customer satisfaction & cost improvement results faster.
- 4. 6 sigma defined • 3 sigma ( Historical Standard) 93.32% Perfection • 4 sigma (Current Standard) 99.38% Perfection • 6 Sigma (Future standard) 99.9997% Perfection 3.4 errors in per million opportunities
- 5. Why not 3 sigma ? 3 sigma • 20,000 lost articles of mail per hour • 15 minutes of unsafe drinking water each day • 5,000 incorrect surgical operations each week • 2 short/long landings at most major airports each day • 200,000 wrong drug prescriptions each year • No electricity for 7 hours each month • 40,500 new-born babies dropped/year 6 sigma • 1 incorrect drug prescriptions every 25 years. • 3 new-borns dropped every 1 century
- 7. Six Sigma Roadmap (DMAIC) Next Project Define Customers, Value, Problem Statement Scope, Timeline, Team Primary/Secondary & OpEx Metrics Current Value Stream Map Voice Of Customer (QFD) Measure Assess specification / Demand Measurement Capability (Gage R&R) Correct the measurement system Process map, Spaghetti, Time obs. Measure OVs & IVs / Queues Analyze (and fix the obvious) Root Cause (Pareto, C&E, brainstorm) Find all KPOVs & KPIVs FMEA, DOE, critical Xs, VA/NVA Graphical Analysis, ANOVA Future Value Stream Map Improve Optimize KPOVs & test the KPIVs Redesign process, set pacemaker 5S, Cell design, MRS Visual controls Value Stream Plan Control Document process (WIs, Std Work) Mistake proof, TT sheet, CI List Analyze change in metrics Value Stream Review Prepare final report Validate Project $ Validate Project $ Validate Project $ Validate Project $ Celebrate Project $
- 10. Case: shortening telephone waiting time… • A bank is employing a call answering service • The main goal in terms of quality is “zero waiting time” - customers get a bad impression - company vision to be friendly and easy access • The question is how to analyze the situation and improve quality
- 11. The current process Customer B OperatorCustomer A Receiving Party How can we reduce waiting time?
- 12. Makes customer wait Absent receiving party Working system of operators Customer Operator Fishbone diagram analysis Absent Out of office Not at desk Lunchtime Too many phone calls Absent Not giving receiving party’s coordinates Complaining Leaving a message Lengthy talk Does not know organization well Takes too much time to explain Does not understand customer
- 13. Daily average Total number A One operator (partner out of office) 14.3 172 B Receiving party not present 6.1 73 C No one present in the section receiving call 5.1 61 D Section and name of the party not given 1.6 19 E Inquiry about branch office locations 1.3 16 F Other reasons 0.8 10 29.2 351 Reasons why customers have to wait (12-day analysis with check sheet)
- 14. Pareto Analysis: reasons why customers have to wait A B C D E F Frequency Percentage 0% 49% 71.2% 100 200 300 87.1% 150 250
- 15. Ideas for improvement 1. Taking lunches on three different shifts 2. Ask all employees to leave messages when leaving desks 3. Compiling a directory where next to personnel’s name appears her/his title
- 16. Results of implementing the recommendations A B C D E F Frequency Percentage 100% 0% 49% 71.2% 100 200 300 87.1% 100% B C A D E F Frequency Percentage 0% 100 200 300 Before… …After Improvement