using six sigma for process improvement · 2016-12-09 · dmaic the universal problem-solving...

UsingSixSigmaforProcessImprovement

OfficeofContinuousImprovement,InformationTechnology

OfficeofContinuousImprovement

OurprimarygoalistoimproveprocessefficiencyandeffectivenessatValparaisoUniversityinordertoimproveconstituentsatisfactionandresourceutilization

OCIStaff

valpo.edu/it/oci

ServicesProvidedbytheOCI• Needsassessmentand

recommendationsforimprovement

• Measurementanddataanalysis

• Processreviewandrecommendationsforimprovement

• Documentationtrainingandreview

• Projectscoping• Projectmanagement• CentralizedContinuous

Improvementprojectmanagementreporting

• ContinuousImprovementCoaching

• Trainingofimprovementmethodsandtools

Submit requests through helpdesk.valpo.edu

SixSigma(6σ)vs.DPMO

Sigma DPMO

1 690,000

2 308,000

3 66,800

4 6,210

HowdoweachieveSixSigma?

DMAICTheuniversalproblem-solvingmethodologyforProcessImprovement

Define

Measure

Analyze

Improve

Control

DEFINE– ProjectCharter• ProblemStatement:Whatproblemistheteamimproving?• BusinessCase:Whyisitimportantfortheinstitutionto

completethisproject?• Measurable(SMART)Goals/Objectives:Howwillyou

measureimprovement?• ProjectScope:What’sin?What’sout?• TeamMembers:Whoisleadingtheproject?Whoisonthe

coreprojectteam?• Resources:Whatresources(people,time,financial,etc.)will

beneeded?• Milestones:Whataretheimportantdatesfortheproject?

• Ahigh-levelviewoftheprocess,whichhelpsto:– Defineprojectscope– Identifywheretocollectdata– Maintainfocusonthecustomer

Suppliers Inputs CustomersOutputsProcess

Step1 Step2 Step3 Step4 Step5

Suppliers Inputs CustomersOutputsProcess

Turn on machine and brew coffee

Grind Coffee

Select and place paper filter

Measure and add ground coffee

Measure and add filtered water

Remove grounds and rinse filter basket

Select cup and pour coffee

Coffee Bean SupplierGrinder ManufacturerElectric UtilityStaff - Employee

Roasted CoffeeCoffee GrinderElectricityLabor

Ground Coffee Brewing Prep (Step 3)

XYZ Restaurant Supply Staff - Employee

Paper FilterLabor

Prepared Filter Basket Brewing Prep (Step 3)

XYZ Restaurant Supply Grinding Process (Step 3)Filter Basket (Step 3)Staff - Employee

Bottled Water CompanyStaff - Employee

Prepared Coffee Machine(Step 4)Electric UtilityStaff - Employee

XYZ Restaurant SupplyWater Utility Staff - Employee

XYZ Restaurant Supply Staff - Employee

Measuring cupGround CoffeeLabor

Filtered WaterLabor

Coffee MachineElectricityLabor

WastebasketSink and WaterLabor

Brewed CoffeeCupLabor

Proper Amount of Ground Coffee

Brewing (Step 5)

Prepared Coffee Machine

Brewing (Step 5)

Coffee Pouring (Step 7)Brewed Coffee

Cleaned Filter Basket Brewing Prep (Step 2 – Next Run)

Drinkable Coffee Ultimate Consumer - Coffee Drinker

5WhyAnalysis• DefinetheProblem

1. Whyisthathappening?2. Whyisthathappening?3. Whyisthathappening?4. Whyisthathappening?5. Whyisthathappening?

• Canbe4,5,6,etc.dependingonproblem.Don’tgointoobscurity.

VoiceoftheCustomer(VOC)

VOCtranslateswhatcustomerssaytheywantintomeasurablecustomerrequirementsbasedonwhatcustomersfindcriticaltoquality(CTQ).

CustomerComments

CustomerCTQ

CustomerMeasurableNeed

ExamplefromCheckRequestProject

Please note: This is an example from a work in progress and not representative of a final outcome of a project.

ValueStreamMapInform

Process

Activity#1(VA/NVA)

Activity#3(VA/NVA)

Activity#2(VA/NVA)

Activity#4(VA/NVA)

Minutes

ColleagueWebForm E-mail

Issues/Pain

ValueStreamMapExample

ValueAddedTheactivityphysicallychangestheproductoraddsimportantinformationrequiredbythecustomer

Value-AddedTimeBreakdownforMakingCoffee

Value-Added

Non-Value-Added

Non-Value-Added;butnecessary

EliminateWaste(TIMWOODS)

https://youtu.be/NJN-lsk_DLU

Cause&EffectDiagram

ProblemStatement

People Process

Equipment

Location

Control

Improve• Identifyproblemsandsolutionstoimprovethe

process(Plan),Implement(Do),test(Check),andmodifysolutions(Act)untilthedesiredobjectiveshavebeenachieved.

Brainstorming• Theproblemtobesolvedisstatedandwrittendownforeveryonetosee

• Establishgroundrules– Nojudgement– Everyonecontributes

• Recordideasonaflipchartorwhiteboardexactlyasgiven– noparaphrasing

• Groupideasintocategories– eliminateduplicates

Please note: This is an example from a work in progress and not representative of a final outcome of a project.

Control

Makesurethattheprocessimprovementsstickthroughdocumentation,trainingandauditing.

ProcessDocumentation• Definestheprocessownerandprovidesafundamentalunderstandingoftheprocess

• Allowsanyotherteammembertheabilitytorecreateresults(whichreducesvariability!)– Documentationneedstobeaccessible– Documentationneedstobereviewedregularly

StandardPigRound1

1. Drawapig

StandardPigRound2

1. Drawthesideprofileofapig,centeredonthepage.

2. Makesurethepig'sheadisfacingleft.

3. ThepigshouldbedrawnlargeenoughsothatapieceofitisineveryboxEXCEPTthetopright.

StandardPigRound3

1. DrawacapitalM,sothetipofthemiddleVoftheMtouchestheintersectionofthegridlinesintheNWquadrant

2. DrawacapitalW,sothetipofthemiddleVoftheWtouchestheintersectionofthegridlinesintheSWquadrant

3. DrawacapitalW,sothetipofthemiddleVoftheWtouchestheintersectionofthegridlinesintheSEquadrant

4. GobacktotheMyoudrewinStep1,anddrawaslightlyupwardlybowedlinethatrunsfromthemosteasternpointoftheM,totheintersectionofthegridlinesintheNEquadrant.

5. ContinuethatlinefromtheintersectionofthegridlinesintheNEquadranttothemosteasterlypointoftheWthatyouconstructedinthe3rd step.

6. DrawadownwardlybowedlinefromthemostwesternpointoftheWintheSEquadrant,tothemosteasterlypointoftheWintheSWquadrant.

7. IntheexactmiddleoftheboxbetweentheNWquadrantandtheSWquadrant,drawacirclethesizeofadime.

8. DrawaninwardlybowedlinefromthemostwesterlypointoftheMcreatedinStep1,tothetopofthecircleyoujustdrewinStep7

9. DrawaninwardlybowedlinefromthemostwesterlypointoftheWcreatedinStep2,tothebottomofthecircleyoudrewinStep7.

10. Drawahorizontalstraightlineabout½inchinlengthstartingfromthemiddleofthelineyoucreatedinStep8.

11. Drawahorizontalstraightlineabout1/3inchinlengthstartingfromthemiddleofthelineyoudrewinstep9.

12. Drawacurly-cueabout1inchinlengthstartingattheupperthirdofthelineyoucreatedinStep5,extendinginaneasterlydirection.

13. PuttwodotsinmiddleofthecircleyoudrewinStep7,arrangedhorizontally,andabout¼ofaninchapart.

StandardPigRound3

StandardPigRound4