Six Sigma Fundamentals

Understanding Six Sigma

Six Sigma Fundamentals

Process
Process Maps
Maps

Voice
Voice of
of the
the Customer
Customer

Cost
Cost of
of Poor
Poor Quality
Quality

Process
Process Metrics
Metrics

Selecting Projects

Elements of Waste

Wrap Up & Action Items

LSS Black Belt v12 MT - Define Phase 1 © Open Source Six Sigma, LLC
 What is a Process?

Why have a process focus?

– So we can understand how and why work gets done
– To characterize customer & supplier relationships
– To manage for maximum customer satisfaction while utilizing
minimum resources
– To see the process from start to finish as it is currently being
performed
– Defects: Blame the process, not the people

proc•ess (pros′es) n. – A repetitive and systematic series

of steps or activities where inputs are modified to
achieve a value-added output

LSS Black Belt v12 MT - Define Phase 2 © Open Source Six Sigma, LLC
 Examples of Processes

We go through processes every day. Below are some examples of those

processes. Can you think of other processes within your daily environment?

• Injection molding • Recruiting staff

• Decanting solutions • Processing invoices
• Filling vial/bottles • Conducting research
• Crushing ore • Opening accounts
• Refining oil • Reconciling accounts
• Turning screws • Filling out a timesheet
• Building custom homes • Distributing mail
• Paving roads • Backing up files
• Changing a tire • Issuing purchase orders

LSS Black Belt v12 MT - Define Phase 3 © Open Source Six Sigma, LLC
 Process Maps

The purpose of a Process Map is to:

– Identify the complexity of the process
– Communicate the focus of problem solving

Process Maps are living documents and must be changed as the process is
changed:
– They represent what is currently happening not what you think is happening
– They should be created by the people who are closest to the process

Process Map

Start Step A Step B Step C t Step D Finish

ec
sp
In

LSS Black Belt v12 MT - Define Phase 4 © Open Source Six Sigma, LLC
 Process Map Symbols

Standard symbols for Process Mapping:

(available in Microsoft Office™, Visio™, iGrafx™ , SigmaFlow™ and other products)

A RECTANGLE indicates an A PARALLELOGRAM shows

activity. Statements within the that there are data
rectangle should begin with a
verb

A DIAMOND signifies a decision An ELLIPSE shows the start

point. Only two paths emerge from a and end of the process
decision point: No and Yes

An ARROW shows the A CIRCLE WITH A LETTER

connection and direction of
1 OR NUMBER INSIDE
symbolizes the continuation of a
flow
flowchart to another page

LSS Black Belt v12 MT - Define Phase 5 © Open Source Six Sigma, LLC
 High Level Process Map

One of the deliverables from the Define Phase is a high level Process Map
which at a minimum must include:
– Start and stop points
– All process steps
– All decision points
– Directional flow
– Value categories as defined here:
• Value Added:
– Physically transforms the “thing” going through the process
– Must be done right the first time
– Meaningful from the customer’s 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

LSS Black Belt v12 MT - Define Phase 6 © Open Source Six Sigma, LLC
 Process Map Example

Process Map for a Call Center -

START B Z

REVIEW CASE LOGOFF PHONE, CHECK

LOGON TO PC &
TOOL HISTORY & MAIL,E-MAIL,VOICE MAIL
APPLICATIONS
TAKE NOTES
E
C Y
SCHEDULED
N PHONE TIME?
A
SCHEDULED
PHONE TIME? Z TRANSFER Y
TRANSFER
APPROPRIATE?
CALL
D N
Y
A EXAMINE NEXT NOTE
N OR RESEARCH ITEM
LOGON
TO PHONE IMMEDIATE PROVIDE
Y RESPONSE Y RESPONSE
ACCESS CASE TOOL F
D PHONE
TIME AVAILABLE? PHONE&

N WALK-IN NOTE
CALL or DATA ENDS ENTER APPROPRIATE
WALK-IN? N SSAN (#,9s,0s)
Z CALL PUT ON HOLD,
REFER TO IF EMP DATA NOT
PHONE DATA REFERENCES POPULATED, ENTER
CAPTURE BEGINS

CREATE A CASE
Y INCL CASE TYPE
ANSWER? OLD N
DETERMINE WHO DATE/TIME, &
CASE
IS INQUIRING N NEEDED BY
Y
QUERY INTERNAL UPDATE ENTRIES
ACCESS CASE TOOL HRSC SME(S) INCL OPEN DATE/TIME AUTO Y
ROUTE
ROUTE

DETERMINE NATURE N
OF CALL & CONFIRM Y
ANSWER?
UNDERSTANDING
CASE Y CLOSE CASE
N CLOSED W/ E
DATE/TIME
CASE TOOL N OFF HOLD AND ADD TO N
RECORD? C ARRANGE CALL RESEARCH
BACK PHONE DATA LIST GO TO E
TAKE ACTION
Y ENDS F or E NEXT
or
DEPENDING ON
DO RESEARCH F
B CASE

LSS Black Belt v12 MT - Define Phase 7 © Open Source Six Sigma, LLC
 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 then
draw the Process Map

Sending Wire Transfers

Department

Attach ACH ACH – Automated

Request
Start transfer
form to Clearing House.
Invoice

Fill out ACH Receive

Vendor

Produce an
Invoice
No
enrollment payment End
form

Match against
Accounting

Maintain database
Financial

Vendor Yes Input info into bank batch to balance ACH

info in web interface and daily cash transfers
FRS? batch

Accepts transactions,
Bank

transfer money and

provide batch total
Accounting

Review and
General

21.0
Process 3.0
Bank
transfer in Journey Entry
Reconciliation
FRS

LSS Black Belt v12 MT - Define Phase 8 © Open Source Six Sigma, LLC