CERTIFICATE PROGRAM IN LEAN SIX SIGMA
By – Paresh Kariya B.E.(Mech), MBA. Ph.D. Six Sigma, FIV
[Link]@[Link]
Can Start ?
Session -2
Friday, August 21, 2020 Company Private 4
Are you fine with methodology
want any change?
WELCOME
YOUR
FEEDBACK
DO’S & DON'TS
Mute – Feedback-will engage through chat box-Be Mindful here- Last Q.&A.
RECALL- D1
LSS-1
1NTRODUCTION- YOUR EXPECTATIONS & MINE
LEAN SIX SIGMA INTRODUCTION
QUALITY
LEAN SIX SIGMA LETTER
LSS-1 PROFESSIONAL
QDRR
O.A.D.- CURRENCY NOTE OF INDIA
Objectives:
1. Program is to build knowledge, the qualities most needed to
provide data driven leadership to improve efficiency and
profitability of organization.
2. Learn Lean Six sigma Tools to improve processes and
eliminate waste.
Professionals Formula
START
DOING
LETTER DATE:
TO:
FROM:
SUBJECT: Session-2- Lean Six-sigma
A: The most important or significant ideas I have learned/ thought/heard/ while at this program are:
B: As a result of these ideas, I intend to do the following things within next 30 days:
C: By doing these things I will achieve the following results:
D M A I C
Project Status Report
◦ Name of the Company :-
◦ Location :-
◦ Project Name :-
◦ Champion :-
◦ Green Belt :-
◦ Team Members :-
Project Summary D M A I C
Project Name :- Champion:-
Green Belt :-
Team Members:-
Business Impact :- Metrics :-
Linked Business Metric:-
DPMO/RTY/PPM:
Target Process :-
Key Dates :-
Define : Savings :- Targeted/Achieved
Measure : Other Benefits :-
Analyze :
Improve :
Control :
Update Since Last Review:-
SIX SIGMA PROJECT STATUS
Project Status Summary Report
Project Details Status Summary
Black Belt : Project No. Status: In Progress
Company/Plant: Product: Status Date:
Process : Process Owner : Review Date:
Champion: Master Black Belt: Last Review Date:
Process Team : Start Date :
Problem Decsription: To improve the produtivity on DW Line from 28471 to 47295 mtrs./shift End Date :
Metrics Y and Complementary Ys
Business Metric(s): Baseline Current Target 1 Improve OEE
1 Critical to Delivery 28471 mtrs/shift 30442 mtrs/shift 47295 mtrs/shift 2 Increase Availability
2 Critical to Cost 3.52 Lacs 99.06 Lacs/Annum 3 Reduce Down time
3
Z-Score
Projected Savings: 3.52 Lacs 99.06 Lacs/Annum
Constraints/Special Conditions Preliminary Plan
1. Target Productivity calculated based on 90% Efficiency and 7.45 hrs working time(Mini clean time
reduced).
Phase
Target Actual
Date Date
MileStones
Define Measure Analyze Improve Control D
1 Team MSA 1st level cause Statistical SolutionMonitoring M
2 Metrics Baseline Capability Optimum Solution Standardization A
3 Process Process Map Root Cause Implement SolutionTrain I
4 Charter X Shortlisting Validate Solution Maintain C
D M A I C
Define
Define Phase Tools :
✓ VOC
✓ Pareto Analysis
✓ Business Matrix (DPMO/PPM/RTY)
✓ CT Matrix
✓ Team Selection (ARMI )
✓ Top Level Process Map
✓ Project Charter
Measure – Operational Definition D M A I C
Measurement Phase tools:
✓ Detailed Process Map
✓ Data Collection Point
✓ Normality Test
✓ Capability/Performance Study
✓ Base Line and Target (Z Score Calculation)
✓ Process FMEA
✓ KPIV List (CC/CU/Noise/SOP)
Analyze – List of Potential Causes D M A I C
Analysis Phase tools :
✓ KPIV List (CC/CU/Noise/SOP)
✓ Graphical Analysis (Histogram/Box Plot/Dot Plot/Run Chart/Scatter Plot)
Main Effect , Interaction Effect )
✓ Hypothesis Testing (Chi square, AD Test, Test of Equal Variance,
One Sample t Test, 2 Sample t Test, 1-way ANOVA, Correlation Regression)
Improve – Process Optimization
D M A I C
Improvement Phase tools:
✓ Correlation / Regression
✓ Generate possible solutions
✓ Time plan for Implementation, resources required,
letter of confirmation from champion/Process owner
✓ Certification of (Projected) savings from Finance.
Control – Develop Standards
D M A I C
Control Phase tools:
✓ Process Map
✓ FMEAs
✓ Control Plans
✓ Maintenance plans
✓ Work instructions
✓ Poka Yoke
✓ 5 “S”
✓ Control Charts
✓ Mistake Proofing
Market Feedback Analysis
By – Paresh Kariya B.E.(Mech), MBA. Ph.D. Six Sigma, FIV
[Link]
[Link]@[Link]
Market Feedback Analysis
WHAT DO YOU THINK ?
How would a customer feel if there were
no way to give feedback to us?
What would our products and services
be like if we had no Market Feedback
Analysis (MFA)?
Would employees in your work area
have confidence that their priorities
support the customers’ expectations?
CUSTOMER
Share list of your customers.
A, E, I, O, U
What is this AEIOU?
A- ACCEPT
E- EVALUATE
What is this AEIOU?
+ Customers I- INSPECT
O- OWNER
U- USER
CUSTOMER DEFINED
Internal customer: People and groups within the organization who
receive process output from a workgroup
External customer: People and entities outside the organization who
receive products and services from a workgroup
Your Internal
workgroup customer
External
customer
Market
feedback
EXERCISE: THE VOICE OF THE CUSTOMER
◦Who are your internal and external customers?
◦What recent customer feedback have you received?
Feedback
✓Response to inquiry is late
✓Errors on paperwork
✓Smudges on surface part A1
✓Part A2 no problems
✓Nice work on proposal
✓Turnaround on quote too long
What changes are you planning as a result of feedback?
MFA AND VOC DEFINED
Voice of the Customer (VOC): Customer input used in an
organization's business and product planning
Market Feedback Analysis (MFA): The use of customer feedback
and data to ensure the voice of the customer prioritizes process,
product, and service improvements
MFA Process
Resolve
Define Collect Analyze Monitor
problems
customers feedback feedback feedback
(DIVE)
MFA
Customers
35
COLLECT FEEDBACK
MFA
Process
Collect timely, relevant market feedback
Coordinate with the customer on the format and frequency
Relationship Level
Face-to-face
Formal and structured discussion
Ad hoc/informal
Interpersonal business email and phone
Event or task completion
Transactional survey
Formal survey at least annually
COLLECT FEEDBACK MFA Process
• Define customers
• Collect feedback
• Analyze feedback
Conduct a formal survey at least annually • Resolve problems
• Monitor feedback
Include the four required categories at minimum
Customer Satisfaction Survey
Customer: _______________________________
Organization: _________________________ Date: _________
1-7 Scale
Extremely Very Very Extremely
Question Dissatisfied Dissatisfied Dissatisfied Neutral Satisfied Satisfied Satisfied
Rating Score: 1 2 3 4 5 6 7 N/A
Rate the QUALITY of
products and/or services
Comments:
Rate the DELIVERY of
products and/or services
Comments:
Rate the WORKING Required
RELATIONSHIP you feel has
Comments: Questions
Rate our RESPONSIVENESS
to problems you have
brought to our attention.
Comments:
Rate the OVERALL level of
satisfaction you have with our
organization.
Comments:
Recommended
MFA PURPOSE
Creates “Uneventful Days”
CUSTOMERS HAVE
• Relationship
• Quality product
• Expectations met
• Ability to give feedback
EMPLOYEES HAVE
• Clear priorities
• Customer validation
• Increased time flexibility
• Increased career opportunities
• Increased employee engagement
• Increased professional development
APPLYING MFA IN YOUR WORK AREA
MFA involves the use of customer feedback and other
data to provide understanding of customer perspective
and performance expectations.
1. Define Customer and Metrics
2. Collect Feedback
3. Analyze Feedback
4. Resolve Problems
5. Monitor Feedback
MEMORY JOGGER or EXPERT’S POINT OF VIEW - MFA
1. Where
• Internal Customers • Suppliers/Partners 1. Define Customer and Metrics
• External Customers 2. Collect Feedback
3. Analyze Feedback
4. Resolve Problems
2. When 5. Monitor Feedback
• Upon completion of delivery
• Upon completion of a process improvement.
• Evaluate/reevaluate on a monthly, quarterly, semi-annual, etc. basis as needed.
3. How
1. Define Customer and Metrics 4. Resolve problems
a. Identify your customers a. Prioritize opportunities
b. Identify your customer b. Perform Relentless Root Cause
requirements Analysis
c. Turn requirement into metrics c. Implement Mistake Proofing
2. Collect feedback solution
a. Determine type of feedback d. Create/modify Standard Work
b. Determine frequency of feedback 5. Monitor feedback
3. Analyze feedback a. Continue to collect and analyze
a. Select appropriate tool data
b. Update Impact/Maturity chart
b. Look for trends
4. Why
• Know where to focus resources for highest impact on
customer
• Hear the “voice of the customer”; positive working relationship
• Monitor effectiveness of process improvement 40
STUDY MATERIALS
Friday, August 21, 2020 Company Private 75