6 Sigma - Chapter2
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This chapter discusses processes and process analysis methods. It defines a process as a combination used to produce a product or deliver a service. Key characteristics are the most important features to customers. Six Sigma methodology collects data on processes to identify variations and key characteristics in order to improve processes and reduce defects.
6 Sigma - Chapter2
- 1. Page 1 of 2 © Copyright 2004, All Rights Reserved. Edutech Dimensions Pvt. Ltd. Chapter 2: Process Aim This chapter focuses on processes, defines the three process analysis and process control methods and describes one of them i.e., Performance statistics, in detail. What is a process? A process is a combination of machinery, materials, procedures and manpower that are used to produce a product or deliver a service. A process reveals information or data. Six Sigma methodology collects this data to accurately assess the time, waste, defects or other variations associated with a process. And this provides the information needed to improve the process itself. Take for example, the customer complaint handling process. The quality of this process could be quantified using certain parameters like the number of complaints received, the response time for each complaint and reduced repetitiveness of the same complaint. This is the data given out by the process. To enhance any of these parameters, say to reduce the response cycle time, action needs to be taken over the entire process. So the data from the process is used to improve the entire process. Key Characteristics The features in a product or service that are most important to the user are called the key characteristics of a product. Typically, you would look at features that are most important to the customer and call these the Key characteristics. For example, while developing a software for the integration of databases and legacy applications for a client, the emphasis would be on a bug free solution, interoperability, stability and of course, on the client not losing any of his old databases. Statistical process control and capability measures should be applied to key characteristics. Non-key characteristics are not unimportant. They will still receive the same attention they have received traditionally. By focusing on the Key characteristics, quality teams over time can analyze and control most, if not all, of a company’s processes.
- 2. Page 2 of 2 © Copyright 2004, All Rights Reserved. Edutech Dimensions Pvt. Ltd. Another way of looking at key characteristics is to use the loss function concept. From this point of view, key characteristics are those whose variations cause the greatest loss and would possess steep sided loss functions. This would indicate significant potential losses owing to variation. Flat loss function indicates low potential losses and represents non-key characteristics. Action on the Key Characteristic of the process Actions on a process are most economical when taken on key-characteristics varying far from target value. This maintains stability and variations within acceptable limits. Action taken on output is not economical. Unless the root cause is removed, the problem or non-conformance may appear once again. Focusing on key characteristics provides a method to allocate quality resources in the most effective manner Summary 1. Any repetitive action constitutes a “process” and is a combination of machinery, materials, procedures and so forth that are used to produce a product or deliver a service. 2. Six Sigma methodology collects data to assess the time, waste, defects or other variations associated with each process and uses these to improve the process. 3. Key characteristics reflect manufacturing situations where there is a high probability of a defect occurring or going undetected should it occur. 4. Six Sigma focuses on key characteristics and reduces the chance of defects to a large extent.