Six Sigma Awareness Training

Course Objectives
The objectives of this workshop are:
To explain the purpose of Six Sigma
and the Six Sigma approach.

To discuss Six Sigma implementation.

To discuss the process for setting up
projects and deploying project teams.

Course Contents
1. Six Sigma Overviews
2. The DMAIC Process Steps and Tools
3. Six Sigma Implementation
4. Collective Decision Making
5. Define: Set Up Projects and Deploy Teams
Section 1
Six Sigma Overview
Six Sigma: What & Why
Effective Approach + Proper Deployment
RESULTS
Six Sigma Approach Key Components
Problem Solving Process
DefineMeasureAnalyzeImproveControl
Improvement Tools
Comprehensive and Integrated Set of Effective
Improvement Tools
Quality Principles
A Set of Sound Underlying Concepts

Results-Examples
Allied Signal
Turn around from weak financial position in late 80s.
US$3.2B cost savings during 1996 and 1997.
General Electric
Achieve 40% increase in operating margin.
Develop a better leadership for todays more competitive
world.
Fort Wayne City
Saved or avoided the need to spend nearly $3 million.
Has made numerous changes that have meant better service
for city residents.

Evolution of Quality Practices
1930s Testing and Inspection
SQC (Statistical Quality Control)
TQC (Total Quality Control)
1960s
Just In Time (JIT)
Total Quality Management
1980s
ISO9000
Business Process Reengineering
Lean Manufacturing
Six Sigma
2000s
DFSS, Lean Six Sigma
The Origin of Six Sigma
1979
The Real Problem At Motorola Is That
Our Quality Stinks !
Art Sundry
(Formerly Motorolas Senior Executive)
Tenfold I mprovement Over
A Five Year Period
Robert Galvin
(Formerly Motorolas President)
1981
1980s
Bill Smith discovered the correlation between market failures
rate and manufacturing defects rate.

At Government Electronics Group, under the leadership of
Mikel Harry, experiments with problem solving through
statistical analysis showed dramatic results.

Mikel Harry began to formulate a methodology for applying
statistical tools for problem solving. His work culminated in a
paper titled The Strategic Vision for Accelerating Six Sigma
Within Motorola.
1990
Robert Galvin asked Mikel Harry to start up and lead
Motorolas Six Sigma Research Institute.

The mission was to develop Six Sigma implementation
strategies, deployment guidelines, and advanced statistical
tools that would work in a variety of companies and
industries.

Adoption of Six Sigma
- Seagate
- Caterpillar
- 3M
- Dupont
- Citibank
- Bank One
- Fort Wayne City
- Sony
- Toshiba
- Shimano
- Matsushita
Motorola
AlliedSignal
General Electric
1987 1992 1995 2000
Adaptation of Six Sigma: Purpose and Approach
1987 Motorola
- Defect reduction
- Manufacturing processes
1992 AlliedSignal
- Operational excellence
- Include non-manufacturing processes
1995 General
Electric
- Financial results
- Design for Six Sigma (DFSS)
- Leadership development
2000 Sony
- Management Quality
Six Sigma As Improvement Management System
Business Goals
Performance Measures
Dashboard
Process Improvement
(projects)
Bottom Line
Improvement
Mindset Skill Set
Champions
Black Belts
& Green Belts
Define
Measure
M-A-I-C
Data
+
Analysis
Tools
Financial Benefit
Performance Measure - Examples
Motorola
Sigma Capability / Defect Per Million Opportunities (DPMO)

AlliedSignal Laminate System
Capacity Utilization
Cost of Poor Quality (COPQ) Reduction
Process Yield

General Electric Aircraft Engine Services
Project Financial Benefits
Order To Remittance
Inventory Turns
Span / On Time Delivery

Drill Down Process To Identify Projects
Business Objective Deployment Approach:
Project 1
Project 2
Project 3
Project 4
Sub CTQ 1
Sub CTQ 2
Sub CTQ 3
Sub CTQ 4
CTQ 1
CTQ 2
Objective
A
Objective
B
B
u
s
i
n
e
s
s

G
o
a
l

Role & Responsibility:
Executive Team Champion
Black Belts
Green Belts
Profitability
Manage Cost
Increase Sales
Improve
Working
Capital
Sales Orders
Production Output
New Products
Material Cost
Failure Cost
Utility Cost
Account Receivable
Inventory
Sales Lead Time
On Time Delivery
Order Fulfillment
Customer Complaints
Process Yield
Down Time
Process Efficiency
Time to Market
Market Success Rate
Design Changes
Material Price
Material Usage Rate
Lot Reject Rate
WIP Rejects
Material Rejects
Electricity
Water
Gas
Example : CTQ Tree
Teamwork
Coming Together I s A Beginning
Keeping Together I s Progress
Working Together I s Success

Henry Ford

Six Sigma Benefits
GE Capitals railcar-leasing business achieved 62% reduction in
turnaround time at its repair shops.

Customer who once found themselves able to talk with a GE
Capital Mortgage associate only 76% of the time now have a 99%
chance of success on the first try.

GE Plastics added 300 million pounds of new capacity through
rigorous Six Sigma process work.

Citibanks Regional Cash Product Management Unit in Asia Pacific
improved the defect rate of its fund transfer process to 4.95 sigma
level.

Six Sigma As Problem Solving Process
Identify Performance Measures
Create Projects
Phases
DEFINE
MEASURE
ANALYZE
IMPROVE
CONTROL
Key Tasks
Establish Data Collection Plan
Understand Current Performance
Brainstorm Possible Causes
Verify Root Causes
Identify Improvement Solutions
Validate Effectiveness
Establish Control System
Share Lessons Learned
Responsibility
Champion
B
l
a
c
k

B
e
l
t

G
r
e
e
n

B
e
l
t

The DMAIC Toolkit
Process Map
Brainstorming
Dashboard
CTQ Drill
Down
Cause & Effect
analysis
Pareto diagram
Selection Matrix
Project Charter
Define Measure Analyze Improve Control
Data Collection
plan
Histogram
Distribution
Measurement
System
Analysis
Descriptive
Statistics
Run charts
Control Charts
Process
Capability
Pareto diagram
Brainstorming
Nominal group
technique
Scatter plot
Box plot
Stratification
FMEA
Process C&E
matrix
Interval Estimate
Hypothesis Test
Process mapping
and analysis
Creativity
Techniques
Selection matrix
Design Of
Experiments
Force field
analysis
Potential risks
assessments
Stakeholder
analysis
Process
Capability
Control plan
Documentation
system
Control charts
On the job
training
Story board
A] Soft Tools (Team Problem Solving)

Brainstorming
Affinity Diagram
Nominal Group Technique
Decision Matrix
Effectiveness / Practicality Matrix
Quality Function Deployment
Failure Mode and Effect Analysis
Force Field Analysis
B] Hard Tools (Quantitative Data Analysis)

Graphical Tools
Process Capability Study
Measurement System Analysis
Hypothesis Testing
Design Of Experiments
Control Charts
C] Work Process Redesign

Process Mapping
Non-value Add Analysis
7 Principles of Process Redesign
Technology Enabler
Process Streamlining
Should Be Process Map

Process Input Output
D] LEAN
Value Stream Mapping
Seven Major Wastes
Flow-based Processing
Kan ban System
Set-up Reduction
Mistake Proofing
Visual Management
Take Time
Total Productive Maintenance
Six Sigma Key Features
Top down approach Goals Alignment
Logical and systematic process Consistency
Rigorous problem solving method Effective
Data driven and fact based decision Scientific
Question conventions Breakthrough Results
Financial benefits oriented Bottom Line Focus
What is Sigma?
Sigma (Greek letter ) is a symbol for statistical unit of measurement
called standard deviation that measure the variability of data from the
mean.

In Six Sigma program, Sigma is an index for measuring the capability
of process to produce defect free products or services. A defect is
any mistake that results in customer dissatisfaction.

The higher the sigma level, the less likely a process will produce
defects. As sigma increases, costs go down, cycle time goes down,
and customer satisfaction goes up.
Process Variation
All businesses are a system of interconnected processes.
Variations exist in all processes.
Variations in processes result in process outputs variability.
Understanding and reducing process variability is the key to
improving the capability of a process to produce defect free
products or services.
Process Input Output
Process Output Variability
Cycle time for taking X-ray at a hospital
0 10 20 30 40 50 60 (minutes)
Process Variability &Process Capability
Defects
Process Output
Variability
Customer
Requirements
Customer
Requirements
Less variability means less defects will be produced.
Less defects means better capability in meeting customer
requirements.
Process Capability:Sigma
Process Defect Per Percent Competitiveness
Sigma Million Good
2
3
4
5
6
308,538
66,807
6,210
233
3.4
69.2%
93.3%
99.4%
99.98%
99.9997%
Noncompetitive
Companies
Average
Companies
World Class
Companies
Is Three Sigma Performance Acceptable?
Example: GE Plastics before Six Sigma implementation
95% compounded product first pass yield
=>3 million pounds of rework week.
90% on-time delivery
=>1 missed shipment every 30 minutes.
98% billing accuracy.
=> 1 billing error every 3 hours.
98% capacity utilization
=> 20 million pounds of lost opportunity.
95% meetings star on time(5%with a 10-minute delay)
=> 1,000 work-hours lost each day.
Variability and Cost of Poor Quality (COPQ)
The Costs of Not Doing Things Right the First Time
Activity 1 Activity 3 Activity 2
Re-do
Re-check Re-check Re-check
Re-do Re-do
Re-Scheduling Lost Customer Service Recovery
Goodwill

Additional
Handling
Corrective Actions
Ad-hoc Meetings
COPQ of an Average organization
Opportunity For Increasing
Profit Margin
4 8%
Of Sales
20 25%
Of Sales
Direct Loss
Re-do
Re-check

Indirect Loss
Expediting Costs
Ad-hoc meetings
Service Recovery
Corrective Actions
Lost Customer Goodwill
Longer Cycle Time



Process Variability and COPQ
Correlation between an organizations COPQ and variability
of its key processes
2 3 4 5 6 Sigma Level
(308538dpmo) (66807dpmo) (6210dpmo) (233dpmo) (3.4dpmo)
40

30

20

10





C
O
P
Q

(
%

o
f

S
a
l
e
s
)

Why Six Sigma?
Q: Is the goal of Six Sigma to achieve six sigma level of
quality?

Contrary to what some believe, the goal of Six Sigma is
not to achieve six sigma levels of quality. Six Sigma is
about improving profitability, although improved quality
and efficiency are immediate by-product of Six Sigma .
Six Sigma, Mikel Harry and Richard Schroeder

Six Sigma and Other Improvement Approaches
High Hanging Fruits
(~ 6 Sigma)
Low Hanging Fruits
(~ 4 Sigma)
Bulk of Fruits
(~ 5 Sigma)
Ground Fruits
(~ 3 Sigma)
Six Sigma Approach
(DMAIC)
QCC & 7 Basic Tools
Common Sense &
Intuition
Design for Six Sigma
(DFSS)
What Is Six Sigma - Summary
A management approach aiming at improving processes to
achieve excellent performance level.

It provides a comprehensive methodology and tools on how to
effectively achieve sustainable breakthrough improvements.

Through Six Sigma management:
- makes known the intention to achieve excellence,
- provides the enabling skills and knowledge,
- creates the supporting infrastructures and mindset, and
makes breakthrough improvement possible.
Section 2
The DMAIC Process
Steps and Tools
The DMAIC Process Steps (1)
Phase Step Task

DEFINE
1
Identify Focus Areas / Key Performance
Measures
2
Set Up Project and Deploy Team

MEASURE
3
Define Key Process Output Variable
4
Develop Data Collection Plan
5
Determine Process Current Performance
The DMAIC Process Steps (2)
Phase Step Task

ANALYZE
6 Brainstorm All Possible Causes
7 Shortlist Major Suspected Causes
8 Verify Root Causes

IMPROVE

9
Identify and Evaluate Possible Improvement
Solutions
10 Confirm Improvement Solutions

CONTROL
11 Standardize Improvement Plan
12 Close The Project
Step 1: Identify Focus Areas / Key
Performance Measures
Purpose: Focus limited resources on important areas.
This usually entails a working session participated by the
management team (the champions) where they examine
the various possible areas that impact the business results
and then, using a structured collective decision making
process, decide the critical areas to focus the improvement
efforts.
Examples of focus areas include line reject rate, on-time
shipment, capacity utilization, inventory turns, response
time and warranty costs / customer complaints.
Profitability
Manage Cost
Increase Sales
Improve
Working
Capital
Sales Orders
Production Output
New Products
Material Cost
Failure Cost
Utility Cost
Account Receivable
Inventory
Sales Lead Time
On Time Delivery
Order Fulfillment
Customer Complaints
Process Yield
Down Time
Process Efficiency
Time to Market
Market Success Rate
Design Changes
Material Price
Material Usage Rate
Lot Reject Rate
WIP Rejects
Material Rejects
Electricity
Water
Gas
A tool that is commonly
used for this purpose is
the Tree Diagram
Alternatively, the SIPOC diagram is used. SIPOC is more suitable
for non-profit organization or supporting departments.
SIPOC Diagram
[ Supplier Inputs Process Outputs Customers ]
Process
Inputs Outputs
Suppliers
Customers
Step 2: Set Up Project and Deploy Team
Purpose: To clarify the issue faced within the focus area and deploy
suitable team to tackle the issue.
Here, the champion (usually with the help of his / her people) defines
the problem statement, decide the improvement goal, and select the
project team members.

This helps to make sure that due thoughts are given to make sure
that the project is a valid one.

The project should be scoped at she process level where specific
actions can be taken to realize the improvement in business results.

The outcome of this step is an approved project charter.
Project Selection Process-Overview
Project Ideas Sources
Project Ideas Sources
Project Ideas Sources
Project Ideas Sources
Performance Voice of Cost Reduction
Gap Customer Initiative
Competitive Issues of
Concern Pressure
Project
Charters
Project Charter
Project charter is a document created at the outset of a project
to assign the project to the team.

It is an important tool for building committed project team.

A Team Charter should specify the followings:
- Project title.
- The process involved.
- The business case and problem statement.
- The goal statement.
- Estimated financial benefits.
- Name of Champion.
- Team leader and members.
- Project time line.
The 4 Rights of Successful Project
Right project
Right team composition
Right team process
Right Result
Notes on forming a team :

There should be a management member (champion) appointed as the project
sponsor.

Team members are to be selected based on the problem statement and the
process to be improved.

Team members must have good working knowledge on the process to be
improved.

Rule of thumb for the number of people in a team is 5 to 7 persons.

The team leader should be trained on:
- Problem solving process steps
- Team facilitation skills
- Process improvement tools
Step 3 : Define Key Process Output Variable
Purpose : Define a measure for key process output variable.



Why is it necessary to measure the process output?
To quantify the current performance level.
To objectively evaluate the gap.
To aid in the analysis of key input factors.
To verify the effectiveness of the improvement solutions..
Input Process Output
Examples of Key Process Output Variables:
Proportion defective / Proportion resubmission
Defect per unit / Error per unit / Callback per unit
Process capability ratio (Cpk, Ppk)
Cycle time / Turn around time / Service response
time / Queue time
On time delivery / Span
Proportion of value adding activities
Availability of personnel / material / facility
Step 4: Develop Data Collection Plan
Purpose : To make sure the data accurately describes
the process output variation.

Components of Data Collection Plan:
- Definition of data to be collected (from step 3)
- Measurement method
- Sampling timeframe
- Sample size
- Sampling method
- Recording sheet
Measurement System Analysis
When instrument or visual inspectors are involved to collect the
data, make sure the measurement system is OK.

Important aspects of a measurement system:

Accuracy Calibration System
Precision Gage Repeatability and Reproducibility Study
Linearity Regression Analysis
Stability Control Charts
Step 5: Determine Process Current
Performance
Purpose: Determine objectively how well the process is
performing now.

Gather process output data according to data collection plan.
Translate the raw data into useful process information:
- Use histogram to show the variation in process output variable
- Estimate the process average and process variation using
descriptive statistics
- Evaluate current process capability
- Evaluate process stability using a run chart or a control chart
Case Study 1 : Invoicing process
Problem Statement :
About 30% of payments are received later than 60 days after
invoices were issued.

Goal Statement :
To reduce the percentage of late payments to less than 5%.

Financial Benefit :
Successful completion of this project will result in an estimated
financial benefit of US$50,000.
Data Collection Plan
Critical To Quality: Payment received on time
Measure: Cycle time from date of invoice issued to date of
payment received (days)
Specification: Not more than 60 days
Process output unit: An invoice
Data source: Account department
Data collection method: Pre-exist data
Sample frame: Three months period from January to March
Sampling method: Random sampling
Number of samples: 60
And Then
Minitab
A powerful data-analyzing software
which can help us have a good
knowledge of current performance
Step 6: Brainstorm All Possible Causes
Purpose: List all possible factors causing the process
performance gap.

Team leader to facilitate the brainstorming process.
Leverage collective experiences of the team members.
Search thoroughly, do not leave out any possible cause.
Depending on the situation, choose the most suitable
tool for this purpose. ( Cause and Effect diagram, Process
FMEA, Process Mapping, Process C&E Matrix )
Identify possible causes using brainstorming and organize
the information using cause and effect diagram
Why are
Customers Late in
Paying Invoices?
Customer Related Invoice Related
Invoicing Method Others
Customer
Payment Policy
Customer Location
Customer Financial
Position
Customer Acct
Payable Process
Need for Currency
Payment Method
Frequency of
Exchange
Invoicing
Errors In Invoice
In Invoice
Money Amount
Dont Match P.O.
Wrong Address
Wrong Amount
Product Quality Problem
Past Dues
No Follow Up On
Relationship With
Customers
Customer Type
Step 7: Shortlist Major Suspected Causes
Purpose: Identify key suspects.

Use structured discussion and teams collective knowledge to
narrow the possible causes down to a few most probable causes.

Team leader to facilitate this narrowing process. It is important
for the team to gain a common understanding on the possible
causes before starting the narrowing process.

Choose the most suitable tool for this purpose. ( Multi-voting,
nominal group technique, selection matrix )
Step 8: Verify Root Causes
Purpose: Confirm the key suspects are actually root causes.

Make sure the key suspect are actually root causes.
Discuss and decide how to confirm the key suspects.
The methods commonly used for this purpose are:
- Historical data analysis.
- Design of Experiments.
- Process observation and tracking.
Step 9: Identify and Evaluate
Improvement Solutions



Purpose: Identify various possible solutions and evaluate their
strengths and weaknesses.

With the root causes identified, brainstorm all possible
improvement solution. The first solution is usually not the
best solution.
Without any constraints, generate a list of possible solutions.
Choose the most suitable creativity techniques for this
purpose.
Evaluate and select the best improvement solution.
Challenging conventional thinking / assumptions:

Do not think

- It cant be done.
- It will not work.
- Theyll never buy it.
- Weve always done it this way.
- Weve never try this before.

Think

- How to get it done.
- Try and make it works.
- We can convince them.
- Lets see if there is a better way.
- If we dont try, we dont know.

Examples of tools for idea generation,
evaluation and selection:
Creative thinking techniques
Brainstorming
Effectiveness Practicality Matrix
Lateral Field Analysis
Selection Matrix




















Use Effectiveness Practicality Matrix to evaluate each idea
Effectiveness
Practicality
D
C
A
G
F
B
E
Using Force Field Analysis to evaluate in detail the idea of
giving rebate if customers pay on time for those invoices with
high dollar values.
Driving Forces +
Increased cash flow
of about $ xx.
Contribute $ xx to
financial benefits.
- Restraining Forces
An estimated $ xx will
be incurred as rebates.
An estimated xx hrs of
administrative efforts.
An estimated total
costs of $ xx will be
incurred by the
company

Step 10 : Confirm Improvement Solutions


Purpose: Make sure solutions are effective before standardization.

Decide and develop an action plan to check solution
effectiveness

Collect initial data to make sure the solutions are effective:
- Check data distribution,compute the descriptive statistics,
calculate new process capability.

Perform Potential risk assessment and stakeholder analysis to
anticipate and address possible problems when implementing
the solutions.

Implementation Action Plan
Improvement
Action

Error proof the invoicing
process.

Make arrangements with
customer to use payment
method other than cheque.

Develop and implement a
rebate scheme


Responsible
Person







Completion
Date




30May
30May








18May











Irene





Peter
Adeline
Step 11 : Standardize Improvement Plan
Purpose: Incorporate improvement solutions into process
control system.

Transfer the solutions from the team to the process owners.

Revise process control system / documents ( control plan,
procedure, work instruction, etc. )

Train / brief staff on the revised process control system.

Implement a continual monitoring system.
Step 12 : Close the project
Get Champions approval to close the project.

Project can be closed when:
- The project phases have been completed.
- Project documentations have been completed.
- Improvement plan documented.

Share the lessons learned and knowledge gained
with other related processes / areas.

Case Study 2: Orders Fulfillment

Define
Problem Statement

The time taken from the moment production is completed
to delivery is 2 days. Some urgent orders require
products to be delivered in 1 day.

Goal Statement :
To reduce the turn-around-time time to 1 day.

The process :
Orders fulfillment process
Measure
Map Current Process

Make the process visible by creating the process maps.

Common process mapping methods:
- Linear flowchart
- Cross functional map
- Relationship map

Validate the maps created by walking-through the process
and collect the necessary data.
Analyze
Examine Current Process
Look for flaws in current process.

Examples of process flaws:
- Waiting
- Duplication
- Nom-value adding activities
- Unnecessary check / approval
- Errors
- Re-do
Analysis Summary
A] Waiting
- Visual inspection does not start until laboratory tests have
been completed.
- Store supervisor waits for the test certificates before he
can prepare the shipments.

B] Duplications
- Packers record product names,lot numbers and quantities
and send these information to store.Store supervisor key
in the same information into the finished goods inventory
system.

C] Non-value Adding Activities
- Unnecessary movements involved in sending information
or documents around.
Improve
Identify Improvement Solutions

A] Reduce waiting
- Laboratory tests and visual inspections to be performed
concurrently.
- Store supervisor prints test certificates from computerized
workflow system.

B] Reduce non-value adding activities & duplications
- Packers key in product information into finished goods
inventory system.
- Reduce document movements by installing a computerized
workflow systems.
- Empower QA technicians to decide lots acceptance based
on the specification.

Transaction Project Examples
Sales and Marketing
Motorola employed Six Sigma methodology to improve its prospect
success rate. The company tracked prospects and monitored marketing
activities received (emails, website, etc.). By keeping a database of
activities for each prospect, Motorola calculated the types of marking
efforts generating the best customer responses.

3Ms Marine and Recreational Vehicle business applied Six Sigma
within the sales organization to accelerate the conversion of sales.
Managers and directors rank the sales representatives in 25 areas
including product knowledge and combine this data with each sales
reps conversion of accounts and growth in market share. Through data
analysis, the company determines about 10 attributes that most impacted
the conversion of sales and design a training program based on these
attributes.
A business unit in Johnson & Johnson employed Six Sigma to resolve a distribution
channel problem and create an improved data management system for sales reporting
process. Prior to redesign the process, the company estimated that sales reps spent
approximately 15% of their time on reporting activities, diverting their attention from
selling. After completing the project, the company cut the time spent by sales reps on
reporting activities in half.

Source: Corporate Executive Board
A home appliance company was facing a high number of no-fault found problem.
This occurs when a repair technician is send to look into a fault reported by a customer
and found out that it is not a real fault.After collecting the data to understand the
problem, an effective solution was found. The solution is to get the receptionists to filter
out the non-fault problems. Thos involves training the receptionists to clarify the type
of faults reported by the customers and be able to explain to customers on how to
operate the appliance correctly over the phone.

Banking and Finance


Copeland Companies,which are distributors and record keepers of finance
service products, use Cross Functional Mapping and Process Redesign methods to
improve the accuracy and timeliness of statements (28 days to 15 days).

Global Equipment Finance,which provides global financing and leasing services,
improved all steps cycle times from a customer places an order to product delivery.
The group also reduced the credit decision cycle by 67 percent, from3 days to 1 day.

Private Bank Western Hemisphere, which served wealthy individuals reduced
internal call backs by 80%,external call backs by 85% and credit process time by 50%

Source : baldrigeplus.com
Finance, Purchasing and Logistics
A company in OEM business faced problems in paying its suppliers on time.
Delays in payment result in the suppliers holding back shipments causing the
company to re-schedule production, suffer line down and miss delivery dates
to its customers.
A cross functional team consisting members from logistics, account, finance,
production planning and purchasing was form to solve the problem. The champion
was the finance director.
The team created the cross functional process map, identified and verified key
issues in the process that result in delays. These issues include (1) incomplete / delay
in purchasing and shipping documents, (2) information that do not tally, (3)
disconnects in the process flow.
The team identified and recommended the countermeasures needed to overcome
these issues. With strong backing from the champion,the team implemented the
countermeasures and achieved the project goal.
Human Resource
A business unit in Johnson and Johnson identified sales force turnover as a
significant threat to sales productivity. Therefore it used Six Sigma method
to track and analyze the rate and demographics of turnover in the current
budget year compared to both the current year estimates, previous years
turnover and data from other Johnson and Johnson companies to determine
factors causing sales rep to leave the company.
Source: Corporate Executive Board
A large MNC with multiple manufacturing sites was having problem with
high level of medical leaves consumed by its employees. It was believed that
a high proportion of the medical leaves taken was not really necessary. This
issue results in lost labor hours and higher medical expenses. From the data
collected, it was found that a certain group of employees has a significantly
higher count of medical leaves taken. Based on this information, some solutions
(such as incentive-scheme and company approved clinics) was tried out. When
the solutions were found to be effective,they were standardized by revising the
medical leave policy.
An MNC set stretch goals on project financial benefits company wide
and this includes the Human Resources dept. A team in HR examined the
expenses in HR and Administration and discovered that one of the vital
few high expense items was traveling expenses. Most of the traveling
expenses incurred was air fares. There are about 50 engineers in the
company who travel frequently to the company headquarter in the USA.
The engineers traveled in business class. The team proposed giving an
option to the engineers:While they can still travel in business class,
alternatively they can opt for traveling in the economy class and receive an
additional travel allowance of US$500. The team performed stakeholder
analysis and potential risks assessment before they proposed this idea to
the management. The idea was implemented and many engineers chose the
second options resulting a saving of about US$50,000 annually.
Public Service

A government authority reviews and approves applications from the businesses.
A high proportion of applications were suspended and the applicants need to
resubmit the application. A suspended application means the time spent to review the
application is a waste (cost of not going things right the first time), Some applications
went through as high as 5 resubmissions before they are approved. A team was formed
to measure the problem, analyze the reasons for suspensions and recommend
countermeasures. As a result, the number of suspensions per application reduced
significantly and the labor cost saving was about $35,000 annually.

A hospital form a team to improve the patients discharge process. Many patients
called back the hospital to clarify information on medication, follow-up appointment,
etc. Each time a patient called,the nurses need to spent a substantial amount of time to
retrieve the file, review the files and answer the enquiries. If the patient discharge
process is done right the first time,the patients should not need to call back. Using Six
Sigma methodology, the team reduced the number of call backs.
Section 3
Six Sigma Implementation
The Six Sigma Leap
Most
Companies
A vision that excellence
performance is possible and
is essential to success.
New paradigms, outlook,
mindset.
New skills, tools and data.
Culture
Change
2 3 4 5 6
Sigma Sigma Sigma Sigma Sigma
Six Sigma Implementation Stages
Executive Briefing & Initial Assessment
Alignment
CTQs & Project Selection
I mprovement Priority
Black Belts & Green Belts Training
I mprovement Skills Development
The Six Sigma Implementation Roadmap
1. Executive Briefing
2. Six Sigmas Objective Ascertained
3. Six Sigma Deployment Committee Formed
4. Deployment Plan Developed
5. Champions Trained
6. Performance Measures (CTQ) Identified
7. Projects Identified ( 1st. Wave )
8. Black Belts & Green Belts Trained
9. 1st. Wave Projects Completed
10. Cont. With Next Projects
Six Sigma Roles - Overview
Set direction and provide
resources
Plan and lead organization-wide
implementation
Set up projects and deploy
teams

Coach and support team leaders

Execute projects
Senior Executives
Deployment Committee
Champions
Master Black Belts and
Black Belts
Black Belts, Green Belts
And Project Teams
Typical GE Six Sigma Organization Structure
Managing Director
Finance Rep.
Six Sigma Dept.
Master Black Belt
Division
Manager
(Champion)
Division
Manager
(Champion)
Division
Manager
(Champion)
Division
Manager
(Champion)
Black Belt Full Time
Black Belt Full Time
Engineer
( Green Belt )
Engineer
( Green Belt )
Officer
( Green Belt )
Officer
( Green Belt )
Senior Executives Role
Understand what Six sigma is and how Six Sigma helps
accomplish business objectives.

Give directive for Six Sigma implementation.

Provide the necessary resources.

Be seen as an advocate and supporter.

Follow up on:
- results
- effectiveness of the approach
- extent of deployment
AlliedSignal
Our Vision

We will be one of the worlds premier companies,
distinctive and successful in everything we do.

Our Commitment

We will become a Total Quality Company by
continuously improving all our work processes
to satisfy our internal and external customers.

Iomega
How did we decide on Six Sigma?
We recognize the need for a change in the way we pursue operational
excellence.

Why change the way we do it now?
To deal with a world of declining product prices.
To compete successfully with the best companies in the world.
To establish standard language and approaches across functions and
across businesses.
To develop the next generation of leaders.

To I ncrease Our Rate of Quality and Productivity
I mprovement Faster than Our Competitors!

General Electric
quality at GE will be taken to world-leading levels,
providing us with yet another competitive differentiator.
Our openness to learningas well as the generosity of
Motorola and others in sharing their techniques with us, will
bring GE to a whole new level of quality in a fraction of the
time it would have taken to climb the learning curve on our
own.

GEs 1996 Annual Report

Guideline Principle for Leading Change
VISION
PASSION
ACTION
Guiding Principle for New Work Habit
Want To Do.
- appreciate the purpose
- understand what is in it for me

What To Do.
- approach framework / model
- role and responsibility

How To Do.
- process
- tools

Six Sigma Deployment Committee
Tasked by Senior Executives to implement
Six Sigma in the organization.

Responsibilities:
- promoting - monitoring
- planning
- coordinating
- controlling - recommending


- evaluating
- reporting
Master Black Belts
Role
Lead Six Sigma implementation committee.
Adviser to senior executives team and champions.
Instructor of Six Sigma training courses.
Coach for Black Belts and Green Belts.

Profile
Business / technical degree, management experience.
Respected member of management.
Master of Six Sigma principles and practices.
Champions Role
Lead the implementation of Six Sigma in their areas.

Determine and track key performance measures (CTQs).

Select and prepare Black Belt and Green Belt candidates.

Identify, set up and support projects.
- Ensure the projects are properly set up.
- Follow up on the projects progress.
- Help teams to remove barriers.
Six Sigma Skill Levels and Belts
Basic
Level
Intermediate
Level
Advanced Level
Y
e
l
l
o
w

B
e
l
t

G
r
e
e
n

B
e
l
t

B
l
a
c
k

B
e
l
t

~95%
~75%
~50%
O
p
p
o
r
t
u
n
i
t
y

T
o

A
p
p
l
y



(

C
u
m
u
l
a
t
i
v
e

)

Efforts Needed To Acquire The Tools
Black Belts
Role
Serve as an expert who has in-depth knowledge of Sis Sigma
methodology and tools.
Lead Six Sigma projects.
Coach green belts on their projects.
Trainers of certain Six Sigma tools.

Profile
University education, 5 years working experience.
Respected by peer and management.
Good interpersonal and analytical skills.
Green Belts
Role
Serve as a trained personnel who is able to lead Six Sigma
projects.
Participate effectively in Black Belts project as team
member.

Profile
Higher education level.
3 years working experience.
Respected by peer.

Executive 1 Day

Champion 2-3 Days

Green Belt 8-10 Days
(spread over 2 months period)

Black Belt 16-20 Days
(spread over 4 months period)
Typical Training Duration
Training Approach
Describe / explain the techniques.

Practise the techniques in class exercises.

Apply the techniques in actual work
environment through project.

Review the effectiveness of applications.
Explain
Review
Practise
Apply
Finance Representative
Role
Provides financial data for financial
benefits calculation.

Provides guidelines for calculating
financial benefits.

Verify actual financial benefits.

Human Resource
Role
Review and suggest appropriate incentive system
for Six Sigma :
Career advancement opportunity
Recognition of efforts and contributions
Monetary reward for achievements

Policies / Guidelines
Personnel Selection.
Project Selection.
Financial Benefits Calculation.
Project Tracking System.
Black Belt Certification.
Incentive Scheme.

Projects Tracking System
Information to be tracked:
Total number of projects.
The numbers of completed projects and
on-going projects.
The status of each on-going project.
Targeted financial benefits and actual
financial benefits to date.

Projects Review
Objectives:
1. Ensure projects proceed as plan.
2. Present the findings of each phase.
3. Make sure the vigor of Six Sigma
approach is maintained.
4. Discuss the barriers faced.
5. Check correct applications of tools.

Six Sigma Critical Success Factors
The link of Six Sigma to business strategy is clear.
Recognize and manage Six Sigma as a change
initiative.
Understand that Six Sigma is a management
approach, not just a problem solving tool.
Identifying the right focus areas for Improvement.
Selection of key personnel.
Diligent and disciplined use methodology, fact and
data.

Section 4
Collective Decision Making
Why Make Decision Collectively?
A good decision has two basic components: quality and
commitment.

A quality decision takes into account all of the facts and
viewpoints, and makes good use of that information.

When decision is made4 on a collective basis, it pulls
together the skills, knowledge, experience, and opinions
of several people. This produces a decision that is usually
better than the decisions made by individuals.

Knowing how to make collective decision effectively is an
important skill to an organization.

Benefits of Collective Decision Making
Fresh and diverse ideas.
Minimize misunderstandings and biases.
Increased learning and personal growth.
Better ownership.
Increased understanding of the big picture better
buy-in.
Better decision quality and commitment.

Collective Decision Making Process
Collective decision making is a process where a
group of people bring up, share, and discuss
different ideas and viewpoints, and to select and
agree on the best ideas.

Effective collective decision making process is
not something that will happen by nature.

There are a set of tools that are developed to make
the process more effective. Knowing these tools
and the ability to apply them effectively is an
important skill.
Collective Decision Making General Steps
Define and clarify topic / objective.
Surface / generate ideas by stimulating discussion,
using open questions, and brainstorming creatively.
Record all inputs on charts in full view.
Get everyone to understand each others ideas by
reviewing inputs on the chart.
Group, combine, map or evaluate all inputs.
Make consensus decision by summarizing,
eliminating, narrowing, or win-win negotiation to
arrive at an agreement / consensus.

Collective Decision Making - Tools
Less Complex :
- Brainstorming
- Multi-voting
- Nominal Group Technique
- Selection Matrix (or Decision Matrix)
- Cause and Effective Diagram
More Complex :
- Quality Function Deployment (QFD)
- Failure Modes & Effects Analysis (FMEA)
Collective Decision Making - Notes
The chance of everyone having exactly the same
idea or viewpoint about an issue are very slim.
Letting the most powerful person make the decision
or by mean of majority rules are not effective
approaches.
Good decisions require the team to pool information,
consider different viewpoints and arrive at an
agreement or consensus.

Consensus (1)
A better decision will be made if
People with good knowledge and experience on the
subject matter participate in the process.

Everyones opinions and thoughts are sought, clarified
and considered.

There is a structured process that enables the team to
listen to each other and discuss their ideas.

Consensus and buy-in from all participants are ensured.

Consensus (2)
Is:
A search for the best decision through the exploration of
everyones viewpoints.
Everyone has had an opportunity to be heard.
A decision that reflects the collective thinking of a team
and that all the team members understand fully, can live
with, and will actively support, and believe is workable.
Is Not:
A unanimous decision.
Having everyone completely satisfied with the outcome.
Necessarily everyones first choice.

Collective Decision Making Process - Tips
Have enough time, do not speed up the process.
Balance power.
Listen carefully. Check for understanding.
Be open to different ideas, but avoid playing
nice guy to avoid disagreement.
Encourage differences of opinions. Have
someone plays devil advocate role.

Brainstorming
A tool for creating a wide range of options
in an environment free of criticism.

Brainstorming if useful when you want to
generate a large numbers of ideas about
- Issues to tackle.
- Possible causes of a problem.
- Corrective measures to take.

Brainstorming Ground Rules
Active participation by all.
No criticism, suspend judgment.
Ideas build on ideas.
Record all ideas.
Set a time limit.

Brainstorming Steps
1. Review the rules.
2. Set a time limit.
3. Assign a time keeper and idea recorder.
4. State the topic.
5. Collect ideas.
6. Record ideas.
7. Clarify each idea (after all ideas are recorded).
8. Eliminate duplications.


Brainstorming Methods
A. Freewheeling
- Share ideas simultaneously.
- List all ideas as they areshouted out.

B. Round-Robin
- Everyone takes a turn offering an idea.
- Anyone can pass on any turn.
- Continue until there are no more ideas.
- All ideas listed as they are offered.
Multi-voting
A tool for short listing key ideas.
To reduce a long list of items to a manageable
number of items.
Identifying the most popular or highest priority
items to a group a people.

Also called the Delphi Technique.

Multi-voting - Steps
1. Work from a large list.
2. Assign a letter to each item.
3. Vote individually.
4. Tally the votes.
5. Repeat where necessary.

Multi-voting - Rule of Thumb
Number of votes allowed = half the number of items

Number of members Eliminate items with
5 or fewer
6 to 15 3 or fewer votes
more than 15 4 or fewer votes

2 or fewer votes
Exercise
Use brain storming and
multi-voting to decide
what are the key reasons
for ineffective meeting

Nominal Group Technique
A weighted ranking method that enables a team to
generate and prioritize a large number of options
A mechanism that

Gives everyone an equal voice.
Neutralizes the domination of the loudest
person.
However, it will interactions between team
members during ideas generation.
Nominal Group Technique-Steps
1. Introduce and clarify subject.
2. Generate ideas individually (each idea on one
post-it note).
3. Collect ideas.
4. Read each idea out loud. Clarify if needed.
5. Combine similar ideas.
6. Assign a letter to each idea.
7. Rank the ideas independently.
8. Add the ranking.
9. Prioritize items according to scores.

Selection Matrix
A method for relating a set of ideas or
options with specific selection criteria.

Used when the team needs to achieve a
consensus on the best idea or option.

Selection Matrix-Steps
1. List the ideas or options to be evaluated.
2. Decide the criteria for selecting the best idea or option.
3. Create a table to relate the ideas / options with selection
criteria.
4. Determine the rating scale for the selection criteria.
5. For each idea / option, all members individually decides
the score for each criteria.
6. Sum up the total score for each idea or option.
7. Identify the best option based on total score.

Cause and Effect Diagram
A tool that helps identify, sort, organize and
display possible causes of a specific problem or
quality characteristic.
It graphically illustrates the relationship between
a given outcome and all the factors that influence
the outcome.
Also called an Ishikawa diagram or a fishbone
diagram.


Cause & Effect Diagram-Steps
1. Identify and clarify the effect to be analyzed.


2. Identify the main causes contributing to the effect.

3. For each main cause, identify other specific factors.
4. Identify increasingly more detailed levels of causes.
5. Analyze the diagram to identify causes that warrant
investigation.



Quality characteristic
Problem
5 Ms (man, machine, method, material, mother nature)
Example
Machine
Down Time
Software Users
Hardware Environment
Faulty installation
Faulty media
Faulty design
Faulty component
Component failure
Power fluctuation
Misuse
Use wrong software
Lack of training
Corrosion
Mechanical shock
Humidity
Temperature
Section 5
Define: Set Up Projects
and Deploy Teams
Project Selection Process-Overview
Project Ideas Sources
Project Ideas Sources
Project Ideas Sources
Project Ideas Sources
Performance Voice of Cost Reduction
Gap Customer Initiative
Competitive Issues of
Concern Pressure
Project
Charters
CTQ Drill Down A General Framework
1. Clarify Business Goals and identify key performance
drivers that impact the business goal.

2. Define measures for key performance drivers.

3. Implement the process for collecting data and reporting
the measures.

4. Identify gaps between goals and current baselines -
prioritize focus areas for improvement.

5. Brainstorm the causes that drive the measures.


6. Discuss the relationship between the causes (Xs)
and the effect (Y) to identify vital few factors that
drive the measures. For the vital few causes,
identify project ideas that will move the effect (Y)
to the desired level.

7. Apply project Assessment Matrix to prioritize the
project ideas.

8. Scope the project and create Project Charter.

CTQ Drill Down-Example
Step 1: Clarify Business Goals and identify key performance
drivers that impact the business goal.

Examples of performance driver:

1. Capacity Utilization
2. Inventory Turns
3. Cost of Poor Quality

Profitability
Manage Cost
Increase Sales
Improve
Working
Capital
Sales Orders
Production Output
New Products
Material Cost
Failure Cost
Utility Cost
Account Receivable
Inventory
Sales Lead Time
On Time Delivery
Order Fulfillment
Customer Complaints
Process Yield
Down Time
Process Efficiency
Time to Market
Market Success Rate
Design Changes
Material Price
Material Usage Rate
Lot Reject Rate
WIP Rejects
Material Rejects
Electricity
Water
Gas
Example : CTQ Tree
Step 2: Define Measures for Key Performance Drivers.
Examples:
Performance Driver Measure

Inventory
Inventory Turns:
Monthly sales amount ( $ ) over inventory
holding costs for that month.

Order Fulfillment
Fulfillment Rate:
Number of ordered items delivered on time
over total number of ordered items ( % ).

Lead Time
Cycle Time:
Time interval from order received to
product / service delivery (days).
Criteria of Good Measures
Direct
Relate directly to the characteristic being assessed.

Exact
Can be observed or measured.

Detail but concise
Clear, understandable, and unambiguous.
Step 3: Implement the Process for Collecting Data and
Reporting the Measures.

Determine data source.
Create recording sheet / form.
Decide reporting format.
Develop a procedure for collecting, reporting
and review the information.


Example on a Procedure for Collecting and Reporting Data:

Operator
Collect Data Daily
Submit by 2
nd
day of month
Record Sheets


Clerk
Collate Data
Update charts
Submit by 4
th
day of month
Run Charts

Manager and officers
Monthly meeting to review
charts and previous actions
5
th
day of month
Meeting Minutes
Actions Plan

Clerk
Post charts and actions
plan on dashboard
Department
Dashboard
Responsibility Procedure Outline Record
Common Graphical Tools for Reporting Data:


Data are reported in tables rather that graphs.

Only the most recent data are reported.

No comparative data are presented.


Pie Chart

Bar Chart

Run Chart


Histogram

Pareto Diagram

Control Chart


Common Mistakes in Reporting Data:

Example on Data Reporting Format:
RTY Inc
Logistics Div
Measure: Inventory Turns
Owner: Bruce McDonald
00 01 02 J F M A M J J
2003 Goal
Characteristics of a Good Feedback System:
Important and meaningful information
Accurate information
Timely feedback
Easy to understand
Accessible

Step 4: Identify Gaps Between Goals and Current Baselines
Prioritize Focus Areas for Improvement.
2003 Goal
J F M A M J J A S O N D
Step 5: Brainstorm the Causes that Drive the Measures.
Fill the Cause and Effect Diagram with data ( if available ).
Inventory
Turn
Purchasing Others
System Supplies
Safety Stock
Policy
Stock Replenish
Policy
Central Warehouse
Stock Count Accuracy (80%)
Material Storage
Housekeeping
Forecast Accuracy
(70%)
Inventory
Control System
Quality (5% lot reject rate)
Lead Time (30 days)
On Time (95%)
Shipment Quantity
Step 6: Discuss the relationship between the causes (Xs) and the effect (Y)
to identify vital few factors that drive the measures. For the vital
few causes. identify project ideas that will move the effect (Y) to
the desired level.
Inventory
Turn
Purchasing Others
System Supplies
Safety Stock
Policy
Stock Replenish
Policy
Central Warehouse
Stock Count Accuracy (80%)
Material Storage
Housekeeping
Forecast Accuracy
(70%)
Inventory
Control System
Quality (5% lot reject rate)
Lead Time (30 days)
On Time (95%)
Shipment Quantity
Step 7: Apply Project Assessment Matrix to the Prioritize
Project Ideas.
Examples of Selection Criteria:
Magnitude of impact
Probability of success
Estimated duration
Effort Required
Estimated cost

The 3 Conditions for a Six Sigma Project
A gap exists between current and the desired
performance.

The cause of the problem is not clearly understood.

The solution is not apparent.

Is it a problem to be solved or an action to be taken?
Step 8: Scope the Project and Create Project Charter.
Project Title
Problem Statement Business Case
Goal Statement Process


Team Leader
Members
Time Line








Financial Benefit (estimate) Champion Name Sign
Date
The 4 Rights of Successful Project
Right project
Right team composition
Right team process
Right Result
Right Project
Well selected
- Address important business issue.

Well scoped
- Focus on specific problem or process.

Well defined
- Comprehensive and clear instruction, not a vague idea.

Project Charter
Project Charter is a document created at the outset of a project
to formally assign the project to the team.
It is an important tool for giving clear instruction and getting
commitment from the project team.
A Project Charter provides the following information:
- Project title.
- The process to be improved.
- The business case.
- The problem statement and goal statement.
- Estimated financial benefits.
- Name of Champion, team leader and members.
- Project time line.

Project Title
A brief description of the project.
An idea on what the project is about

Examples:

SB687 Mis-registration Reduction
Order Fulfillment Process Cycle Time Reduction
Loan Application Process Error Reduction
Process
The name of the particular process to be improved.
Can be described using a high level process block
diagram.

Examples:

Sales orders handling
Multi-layer circuit board lamination
Funds transfer transactions
Pick and place process

Business Case
A broad statement on the business issue pertaining to the project.
Provides the rationale on why the project should be a business
priority.

Examples:

Competitors better quality product has reduced our market
share.
Lower product prices have reduced profit margin, therefore the
need to reduce costs.
Faster response time will generate more sales.
Problem / Opportunity Statement
A description on the symptom of the issue faced.
More specific and focused than business case.
Contains quantitative figure.

Examples:

Sales for product A has fallen by 20% since last year.
The mis-registration defect rate has increased to 7% since
last month.
The turn-around-time of competitor A is 5 days faster than
ours.

Goal Statement
A description on what is to be achieved.

Examples:

To reduce the orders confirmation cycle time 2 days.
To reduce the mis-registration defect rate from 5% to 1%.
To increase the inventory turns by 50%.
To improve the forecast accuracy to 90%.


The Right Team Composition
Right Members.
- Those familiar with the problem, issue, work process.
- Those who are affected by related changes.

Right Team Size
- 5 to 7 members seem to function most effectively.

Role of Team Leader
- Clarify with champion/management on project
objective.
- Schedule and conduct team meetings.
- Get the necessary resources (time, training, equipment,
materials, people) .
Responsibility of Team Members
Carry out team assignments (collect data,
prepare presentation materials, etc.).

Participate actively in team discussions and
decision making.

Share ideas and knowledge.

Implement improvement actions.

Team Effectiveness
A group of individuals is not a team.

An effective team if characterized by members who are:
- Committed to team goal.
- Collective responsibility to project success.
- Collaborate and support each other.

Team facilitation skill is necessary to create teamwork.
Project Set-up Guideline
Is the project aligned with the business goal?
Is there a specific problem to be addressed or multiple
problems?
Is there a pre-determined solution?
Is the project focused on specific area / process?
Are the benefits of the project identified?
Are the right persons in the team.
Is the number of team members too many / few?
Are the team members trained?
Can the project be completed in 4 - 6 months.

Financial Benefits
Better quality
Lower cost
Consistent delivery
Shorter lead time
More capacity
Reduced floor space
Improved cash flow
Higher flexibility

The Purpose of Financial Benefit
To quantify projects benefits financially.

To help prioritize improvement projects.

To evaluate the returns on investment from the
Six Sigma program and improvement solutions.

Financial Benefit Reporting
-------------------------------------------------------------
Define
Measure
Analyze
Improve
Control
-------------------------------------------------------------
A] Project Start Up: Rough estimate
based on project goal.

B] Project Reviews: Revised estimated figure
based on new data where necessary.





C] Project Closure: Confirm estimated figure
based on actual improvement achieved.
Saving Items - Examples
Cost Reduction - Direct Savings
- Material saving
- Reduced concession / warranty
- Direct labor savings
- Reduced scraps and reworks
- Expedited freight cost reduction

Cost Reduction - Indirect Savings
- Time savings for indirect
employees
- Reduced administrative effort

Cost Avoidance
- Investment avoidance as a result
of increased productivity / capacity
- Expense avoidance as a result of
preventative measures

Incremental Revenue
- Increased sales volumes
- Contribution margin enhancement

Working Capital Reduction
- Inventory reduction
- Receivables reduction
Financial Benefit Guidelines
Guidelines are necessary for:

- Calculating the financial benefits in certain
conditions

- Classify if a savings item has a direct impact to
the profit (hard saving) or has an indirect impact
(soft saving).

Financial benefit guidelines should be determined
by the finance department.
Thank You !!!