The Six Sigma

Green Belt Handbook

H. James Harrington, Ph.D.
Praveen Gupta
Frank Voehl
R O FE S S I O N A L
Paton Professional
Chico, California
CONTENTS
A bout the A uthors ix
O ther Books by H. James Harrington xi
Foreword xm
Chapter 1
What I s S ix S igma?
You, as a Green Belt 1
Definitions 1
History of Six Sigma 2
Using Sigma 4
The Six Sigma Quality System 7
Defining the Six Sigma Roles 9
Training the Six Sigma Team 15
Implementing Six Sigma in Large- and Medium-Sized Organizations 16
Implementing a Six Sigma System for a Small Organization 17
Six Sigma in Information Technology (IT) 18
Six Sigma Challenges 18
Six Sigma Core Principles 20
Six Sigma Key Concepts 20
Yield 20
Six Sigma No. 1 Principle 22
Six Sigma System Results 24
Successful Green Belt Projects 25
Summary 29
Chapter 2
The Green Belt's R ole
Who Should Be Selected to Become a Green Belt? 31
How Do Green Belts and Black Belts Work Together? 32
What is the Six Sigma Body of Knowledge? 33
Chapter 3
Performing as a Team
The SST Leader 35
Dancing with a Bear 36
Keys to Teamwork 36
Team Building 37
Qualities of Team Players 37
'Selecting SST Members 38
SST Orientation 39
Team Evolution and Relevant Relationships 39
Team Development 42
Team Transitions 43
Team Evolution 44
Team Alignment 45
DMAIC Tollgates 46
Team Roles and Responsibilities 46
Team Ground Rules 48
Summary 50
Chapter 4
Basic Six Sigma Green Belt Tools
Affinity Diagram 52
Brainstorming 53
Cause-and-Effect Analysis 56
Checksheets 60
Failure Mode and Effect Analysis (FMEA) 63
Flowcharts * 64
Force Field Analysis 74
Graphs (Charts) 77
Histograms 87
Kano Model 91
Nominal Group Technique 96
Chapter 5
Six Sigma Software
QI Macros Power Tools for Lean Six Sigma 99
Organizing Your Data in Excel 99
QI Macros Introduction 101
Installing the QI Macros 101
Sample Test Data 102
Creating a Chart Using a Macro from the Pull Down Menu 102
Creating Run, Bar, or Pie Charts 103
Blank Templates 103
Creating a Control Chart with a Fill-in-the-Blanks Template 103
Creating a Chart Using a Template 103
Templates for Your Quality Improvement Efforts 106
Streamlining the QI Story 106
Converting Tables 106
Data Summarization with Pivot Tables 106
Using ANOVA and Other Analysis Tools 108
Analyzing Customer Service Data Hidden in Trouble-Reporting Systems 108
Importing Text with Microsoft Excel 109
Analyzing Text with Excel 109
Graphing the Data 110
Troubleshooting Problems 110
QI Macro Learning Exercise I l l
Chapter 6
Statistical Tools for Green Belts
Process Elements, Variables, and Observations Concepts 114
Data, Scale, and Sources 114
Data Accuracy 115
Statistical Thinking 116
Basic Statistical Concepts 117
Mean 119
Median 119
Mode 120
Range 120
Variance 120
Standard Deviation 120
Correlation Coefficient 121
Histograms 121
Basic Probability Concepts 122
Probability Theory 122
Mutually Exclusive^Events 123
Sampling < 124
Normal Distribution.- 125
Binomial Distribution 126
Poisson Distribution 127
Hypothesis Testing 127
Analysis of Variance (ANOVA) 128
Chi Square Test 128
Six Sigma Measures 128
Process Capability Study 130
CpkOperational (Long-Term) Process Capability 134
CPU and CPLUpper and Lower Process Capability Indices 134
CpkUsing the K Factor Method 135
Process Capability Analysis 136
Statistical Process Control 138
Variables Control Charts 143
Attributes Control Charts 150
Summary 154
Chapter 7
DMAIC Overview
Definition of a Problem 158
Different Levels of Causes 158
Characteristics of Effective Problem Solving 158
Application of Scientific Thinking 159
Root Cause Analysis 159
Root Cause Analysis Tools 160
Problem Solving Using the DMAIC Process 160
The Six Sigma Tollgates 161
Phase ZeroProblem/Opportunity Phase 162
DMAIC Phase Objectives 165
Summary 166
Chapter 8
The Six Sigma Define Phase
Introduction to the Six Sigma Define Phase 170
Tollgate No. 1Develop the SST Charter 172
Selecting the SST 174
Building the Team Charter 175
Project Scope 175
Dependency and Relationship to Other Projects 176
A Qualified Six Sigma Project 176
Case Study 176
Tollgate No. 1: Review Team Charter 177
Tollgate No. 2: Define High-Level Process Maps and Customer Requirements 179
Tollgate No. 2 (Part 1): Define High-Level Process Maps 180
Tollgate No. 2 (Part 2): Defining Customer Requirements 183
Voice of the Customer 185
Voice of the Customer and Voice of the Business 185
Conduct a SWOT Analysis 186
Tollgate No. 3Preparing a Project Plan 190
Summary 199
Chapter 9
The Six Sigma Measure Phase
Introduction to the Six Sigma Measure Phase 204
The Purpose of the Measure Phase 205
Flowchart of Phase IIMeasure 206
Tollgate No. 4: Create Data Collection Plan 207
Tollgate No. 5Implement Data Collection Plan 215
Chapter 10
The Six Sigma Analyze Phase
Introduction to the Six Sigma Analyze Phase 219
Tollgate No. 6Analyze the Data 222
Six Basic Concepts Involved in Six Sigma Analysis 224
Better Use of Better Facts and Data: From Events to Facts and Data 228
Uncovering Facts and Data Patterns 228
Separating Signal from Noise 229
Building Useful Data Models 229
Hypothesis Testing and Root Cause Analysis 231
Tollgate No. 7: Analyze the Process 233
Measuring Process Performance 235
Create Data Snapshots 236
Envisioning the Process Intersections 237
Perform a Poor-Quality Cost Analysis 238
Tollgate No. 8: Analyze the Root Cause(s) 241
Root Cause Coding Worksheet 243
Table of Typical Root Cause Codes 244
Develop Opportunity/Problem Statement and Project 245
Chapter 11
The Six Sigma Improve Phase
Introduction to the Six Sigma Improve Phase 250
Tollgate No. 9: Generate Solutions 252
Tollgate No. 10: Select/Test Solutions 260
Summary 268
Chapter 12
The Six Sigma Control Phase
Introduction to the Six Sigma Control Phase 272
Tollgate No. 11: Determine Methods of Control 274
Tollgate No. 12: Implement the Improvement Plan 280
Analyze and Validate 282
Summary 286
Chapter 13
Black Belt Tools
Lean 287
Design for Six Sigma 289
Quality Function Deployment: Defining Features and Functions 293
DFMEA: Anticipating Problems 293
Project Management 294
Design of Experiments/Statistical Applications 295
Does It End? 296
Summary 297
Acknowledgments 298
Appendix A: Glossary 299
Appendix B: The Six Sigma Body of Knowledge 317