Quality Companion-The Solution - GMSL · Quality Companion: The Solution ... Communication Active...

© 2009 Minitab, Inc.

Quality Companion: The Solution

What Companion offers to management, practitioners, and quality leaders.

Jennifer Atlas, Business Development


Agenda

1. Quick Overview of Roles and the challenges of an

improvement initiative

2. Companion for the Practitioner

3. Companion for the Master Black Belt

4. Companion for the Manager

5. Quick overview of Companion

6. Common Companion Misconceptions

7. The case for consultants

8. Crowd pleasers: Big selling points for Companion


Green Belt [practitioner]

Generally a part time practitioner who works on project

improvement teams

Basic Statistical analysis (data summaries, graphical

displays, some statistical tests)

Will work on other tools/aspects of the project (Fishbone,

Cause and Effect Matrix, etc)


Black Belt [practitioner]

Generally a full time practitioner who works on a project

improvement team

Statistical analysis skills required (data summaries,

graphical displays, more statistical tests)

Must have good project management skills

May or may not have a Master Black Belt as a mentor-many smaller organizations train a few people when they

initially start a quality improvement initiative


Master Black Belt

Assumed to have strong analytical skills, significant

statistical experience

Acts as Mentor to many black belts

Will provide training to GB’s and BB’s

Will be responsible for many projects

Works with stakeholders (project champions, other management)


Nine High Performance Constructs

Business Skills

Innovative

Quick learner

System perspective

Technical aptitude

Communication

Active listener

Positive

Speaks clearly

Corporate Compatibility

Ability to lead change

Adaptable

Customer Focused

Customer oriented

Record of accomplishments

Decision Making

Open minded

Personal courage

Problem solving skills

Strategic thinker

Passion for Excellence

Continuous learner

Interest in 6 Sigma

Personal improvement

Project Management

Financial acumen

Hard work ethic

Meeting management

Team Development

Coaching skills

Collaborative

Mentor

Respected

Leadership Style

Influencing skills

Self Starter

Empathetic

Energetic

Work by Bruce DeRuntz, PhD, ASQ Fellow, CSSBB, CQE


DMAIC Methodology

Every Project is Different

• Types of Problems, Data, Tools Used, etc.

Each Project follows a general path

• Define a quantifiable defect that is important to the customer

• Measure the level of defects (pain to your customer)

• Analyze what inputs are causing these defects

• Improve the process

• Control the improvement


DMAIC

DMAIC has 5 phases, but

this can be customized

Each phase has multiple

tasks

Quality Companion Roadmap

D

M

C

A

I


Some of the other LSS Models

DFSS: Design for Six Sigma

DMADV: Define, Measure, Analyze, Design,

Verify

IDOV: Identify, Design, Optimize, Verify


Overview: How can Companion Help?

http://www.qualitydigest.com/sept05/articles/03_article.shtml


1. Isn’t Six Sigma only for manufacturing stuff?

2. Lack of commitment, too overwhelming!

3. Resistance to change

4. Lack of organizational maturity, e.g. it’s not my job

5. Forcing a project to fit a Six Sigma format (Project

Risk Assessment)

6. Lack of support (Financial Analysis, communicate

success with the Presentation tool)



7. Diversity in Six Sigma is a necessity

8. Poorly trained in Six Sigma (Coaches & Minitab training)

9. Failure to communicate (Companion’s project

charter form)



Elements of a project

Receive Reservation Request

Requirements/Availability

Book Reservation/ Collect Fees

Manage (enforce use)Facilities

Input

MailWalk inPhone

Determine need(confirm/cancel)

What?Where?When?How Many?

Collect /refund feeIssue /modify (cancel?) PermitUpdate inventory

Issue Permit

SuppliersProcess Outputs Requirements

CitizensCity of BuffaloClubsOrganizations

Reservation RequestsPermit request’sSee Below

CustomersRentalsReservationsPermitsRevenueCustomer Satisfaction

Suitable venueAvailabilityPaymentVenue preparationVenue cleanupVenue oversightActivity (use) reporting

SIPOC Buffalo and Erie County Recreational Reservation Process

Golf Permits * Sports Fields * Courts * Pools * Shelters * Camp Sites * Stages *

Venue/Facility staffVenue/Facility mgmt.



C ount 49 46 21 20 14 8 5

Perce nt 30.1 28.2 12.9 12.3 8.6 4.9 3.1

C um % 30.1 58.3 71.2 83.4 92.0 96.9 100.0

pa rk Othe rspra guea krone llicottem e ryche stnutcom o

180

160

140

120

100

80

60

40

20

0

100

80

60

40

20

0

Count

Percent

Pareto Chart of Shelters by Park

W orkshe e t: W orkshe et 2


Value Stream Map in Visio


Presentations throughout the project

Status reports to share with stakeholders


Using the Tools

The Master Black Belt has to create and manage the

forms

The Black and Green belts have to use the forms, keep

them organized so other members of the team can easily

access them and maintain them (many forms are updated on a daily basis)



Receive Reservation Request

Requirements/Availability

Book Reservation/ Collect Fees

Manage (enforce use)Facilities

Input

MailWalk inPhone

Determine need(confirm/cancel)

What?Where?When?How Many?

Collect /refund feeIssue /modify (cancel?) PermitUpdate inventory

Issue Permit

SuppliersProcess Outputs Requirements

CitizensCity of BuffaloClubsOrganizations

Reservation RequestsPermit request’sSee Below

CustomersRentalsReservationsPermitsRevenueCustomer Satisfaction

Suitable venueAvailabilityPaymentVenue preparationVenue cleanupVenue oversightActivity (use) reporting

SIPOC Buffalo and Erie County Recreational Reservation Process

Golf Permits * Sports Fields * Courts * Pools * Shelters * Camp Sites * Stages *

Venue/Facility staffVenue/Facility mgmt.

Count 49 46 21 20 14 8 5

Perce nt 30.1 28.2 12.9 12.3 8.6 4.9 3.1

C um % 30.1 58.3 71.2 83.4 92.0 96.9 100.0

pa rk Othe rspra guea kronellicotte m e ryche stnutcom o

180

160

140

120

100

80

60

40

20

0

100

80

60

40

20

0

Count

Percent

Pareto Chart of Shelters by Park

W orkshe e t: W orkshee t 2


Quick Overview of Companion

� Analysis Capture Tools

� Forms

� Fishbone

� Process Maps

� Value Stream Mapping

� Presentation Mode


Quick Overview of Companion

Project Management Tools

Roadmap

Workspace (displays the

active tool)

Task bar


Define 1 Tool

Quality Companion – Project Risk Assessment


Define 1 Tool

Quality Companion – CT Tree


Define 1 Tool – High Level Process Map

Quality Companion – SIPOC


Define 2: Define Defect

Defect Definition helps define the scope of the project

It should be short and clear

Critical to Project success

Example:

Any payment on an invoice that is posted 35 days or more past

the invoice date.


Define 3: Plan and Document Project

Establish Project Team Members

• Leadership & Functional

Establish initial goals and estimated benefits

Document Defect and Project Scope

Obtain Project Approval


Define 3 Tool - Project Charter


Measure 1: Evaluate Measurement System

Evaluate your measurement system so that you can trust

your data

Measuring your Project Output or Project ‘Y’

Statistical Tools are frequently used at this phase

• Gage R&R, Attribute Agreement Analysis, Graphing, etc.

Can you trust your data?


Measure 1 Tools

Minitab Examples


Measure 2: Establish Baseline

Establishing the Capability of your output to meet the

expectations of your clients.

• DPMO, Sigma Level, Cpk, etc.

• Extensive use of Minitab capabilities


Measure 2 Tools - Minitab


Measure 3: Set Improvement Goals

Re-Evaluate Initial Goals

• Now that you know your true capability re-evaluate your goals,

target dates, and stretch goals


Measure 4: Map Process & Indentify X’s

Detailed Process Map, Flow Chart, or VSM

• List all the steps of scoped process to improve

List all your inputs and outputs (X & Y)

Characterize the Process

• Step DPMO, Yield TP, Cycle Time

Goal to have a list of potential inputs

• You will whittle these variables down to find the vital few


Measure 4 Tools

Quality Companion – Process Map


Analyze 1: Isolate Key Inputs

Start the process of narrowing the list of potential X’s to

vital few.

First Pass – Semi-Scientific Tools

• Quality Companion Soft Tools

• Easy fixes and improvements

Second Pass – Statistical Tools

• Minitab Tools

• Determine Statistical Significance


Analyze 1 - First Pass Tools

Quality Companion Tools

Fishbone, C&E Matrix, FMEA, Brainstorming


Analyze 1 - Second Pass Tools

Minitab Tools

• Hypothesis Testing, Regression, Graphical Analysis

• Determine Vital Few

Count

Percent

Defects

Count

13.9 10.2 4.5 2.4 4.3

Cum % 64.8 78.7 88.9 93.4

274

95.7 100.0

59 43 19 10 18

Percent 64.8

Other

Inco

mple

te P

art

Defectiv

e Housi

Leaky

Gask

et

Miss

ing C

lips

Mis

s ing S

crew

s

400

300

200

100

0

100

80

60

40

20

0

Pareto Chart of Defects


Analyze 2: Develop Y=f(x) Function

Evaluate how the inputs affect the output

• You have already identified them now just understand affect

Build Mathematical Model – Y=f(X)

• This step frequently employs DOE or Regression

Answers: What inputs can I change to affect my

process output.

Y = f (x)

Process Output Process Inputs


Analyze 2 Tools

Minitab Tools

• Design of Experiments – DOE

• Regression


Analyze 3: Determine Optimal Settings

Having established which inputs (Xs) have an affect on

our output (Y), we now determine where to set these

inputs to optimize our desired output.

Change the process to meet customer specifications.


Analyze 3 Tools

Minitab

• Response Optimizer

Quality Companion

• Documented Settings


Improve 1: Implement Improvement

Implement the proposed Improvement

• Pilot the improvement

• Training

• Buy-in from Process Owners and Stakeholders

• Document new process


Improve 1 Tools

Quality Companion – Solution Implementation Checklist


Improve 2: Validate Improvement

Statistically validate changes to process parameters

• Changes to mean, variation, defect rate

• Compare baseline vs. improved

Statistically validate improvement in performance metrics

• Changes in DPMO, Sigma Level, Capability Metrics

• Compare baseline vs. improved


Improve 2 Tools

Minitab Tools

Process Parameters

• Hypothesis Tests

Performance Metrics

• Capability Analysis


Control 1: Implement Control Strategy

Develop a Control Plan

• Make sure project benefits continue

• Quality Companion & Minitab Tools

Implement the Control Plan

Evaluate the Control Plan

Have a set of implemented, documented, and auditable

controls to maintain project benefits


Control 1 Tools

Quality Companion – Control & Audit Plans


Control 1 Tools

Minitab – SPC (Statistical Process Control)


Control 2: Close Out Project

Submit Project for Approval

• Project Closure Presentation

• Reviewed by Master Black Belt to make sure the project

followed DMAIC and Statistical Tools were properly used

Obtain Approvals for Closure

• Process Owner, Financial, and Champion Review


Control 2 Tools

Quality Companion – Project Closure & Presentation


Complete DMAIC Project

Quality Companion Roadmap

Quality Companion Tools

Minitab Tools

Phases & Tasks


The benefits of good documentation

A learning library, which leads to easier project replications

Improved project communication across departments, upward through process owners & champions

Easier to bring new hires/trainees up to speed


Case for Companion

Management

Implementation


Companion for the Manager

http://usgovernmentdata.com/yahoo_site_admin/assets/images/gov6_biz2.42115143.jpg

� How to measure the success of your

improvement program?

� How to monitor the progress of your

quality initiative?

� Provides input on the appropriate

metrics, and how they should bereported


How is Companion different?

Compared to Project Portfolio Management platforms like

Primavera and Powersteering, we do not yet have the

enterprise level solution

The seamless connection to Companion is what does

and will differentiate us in this market


Companion for the LSS Master Black Belt

http://www.altarum.org/staff-altarum-institute-research-technical-experts/profiles-health-systems-research-professionals/steve-hoeft

� Companion was designed to allowMBB to invest their time in more

value added activities.

� Companion can be customized to

fit the exact philosophy of a company.: Collect and report the

relevant metrics

� Maintain consistency.

� Creates a learning library/projectrepository

� How to justify the investment in

Minitab products?


Companion for the Practitioner

http://symbision.nl/wie-wij-zijn/professionals/pieter-close-up/


Companion for the Practitioner

http://symbision.nl/wie-wij-zijn/professionals/pieter-close-up/

� How to standardize the use of

forms?

� What are the tools typically used in

a DMAIC methodology?

� How to quickly and efficiently

summarize the results of a project?

� 5 basic principles: Standardization, Help, Ease of Use, Structure

(Roadmap), and Monitoring Tasks

and Tools.� Companion provides the soft tools

needed to replace Excel and Visio.


Common Companion Misconceptions

�It is an add-in to Minitab� Quality Companion is only for Lean Six Sigma initiatives

� Customizing the software is a very difficult task

� Customizing is a very easy task

� Companion was designed to substitute training, but to

guarantee the success of projects

� Extensive learning curve to master Quality Companion


Pushback- expect it

Why the Green Belt may not value Quality Companion

• “I only need to work on a few tools within the projects- why learn complicated software for something I can do in Excel and other things I already know?”

Show the Brainstorming tools (my opinion only, other

tools may resonate better)


Pushback- from the Black Belt

Why the Black Belt may not value Quality Companion

• “I already have all of the soft tools I need, and Minitab. I don’t want to keep my data somewhere that no one will be able to see it”

Reinforce the idea of the Roadmap, which will keep them

focused on which project phase they are on, as well as

which tools they are using.


Pushback- from the Master Black Belt

“I was trained at XYZ and we didn’t need it”

Or “I don’t have time to use that”

Again, reinforce the idea of the Roadmap and the

organization it provides. It will save them time when

mentoring multiple BB’s and projects.

The Companion Coaches will be the first line for help, so the MBB can spend more time mentoring and less time

answering basic questions


Consultants

Convincing consultants that Companion has value is

harder than we’d like

They’ve already solved the problems of tools and how to

‘do’ Lean Six Sigma

Many push back and tell us “the organization is not ready

for it yet”

Others tell us “they don’t have time to add Companion

into their curriculum” (Materials)

~15% of US consultants we work with have embraced Companion, most of our consultants are neutral and

have asked about it because of their client requesting it


The Consultant Slide Deck

A slide deck is available for consultants to help overcome

the trouble of updating their material

This can be modified as needed by the consultants

We should not share this with customers, as we do not

want to discourage them from using our training services.

It is available on the Minitab Partner Portal.


Big Selling Points for Companion

� Provide a general framework that follows your

company’s work methodology (Roadmap). [MBB]

� Provide project management tools (Team Members,

Task Manager, Gantt charts). [MBB and

practitioners]

� It has the necessary tools (e.g. FMEA, SIPOC, Process Maps, VSM) to perform Six Sigma, Lean

Six Sigma, and other improvement methodologies.

[Practitioners]

� Data sharing within the tools. [Practitioners]

Quality Companion-The Solution - GMSL · Quality Companion: The Solution ... Communication Active...

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