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
5 320
6 3.4
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?
SIPOC
• 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
CustomerCTQ
CustomerMeasurableNeed
CustomerMeasurableNeed
CustomerMeasurableNeed
ExamplefromCheckRequestProject
Please note: This is an example from a work in progress and not representative of a final outcome of a project.
ValueStreamMapInform
ation
Process
Activity#1(VA/NVA)
Activity#3(VA/NVA)
Activity#2(VA/NVA)
Activity#4(VA/NVA)
LT
Minutes
Hours
ColleagueWebForm E-mail
Time
PT
Issues/Pain
ValueStreamMapExample
ValueAddedTheactivityphysicallychangestheproductoraddsimportantinformationrequiredbythecustomer
Value-AddedTimeBreakdownforMakingCoffee
Value-Added
Non-Value-Added
Non-Value-Added;butnecessary
EliminateWaste(TIMWOODS)
WASTE
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
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.
AdditionalResources• SixSigmaToolboxfromMoresteam.com
– https://www.moresteam.com/toolbox/index.cfm
• ASQ-AmericanSocietyforQuality:– http://asq.org/index.aspx
• Moresteam:– https://www.moresteam.com/
• iSixSigma:– https://www.isixsigma.com/
• SixSigmaDaily(Villanova):– http://www.sixsigmadaily.com/
• LeanOhio:– http://lean.ohio.gov/
Recap• Gotowheretheworkisdonetoreallyunderstandtheprocess
• Ifit’simportantenoughtodo,it’simportantenoughtodocument
• Don’tletperfectgetinthewayofbetter– thebestmethodistheoneyouactuallyuse.
• Successisaboutmindset- “Thepessimistseesdifficultyineveryopportunity.Theoptimistseestheopportunityineverydifficulty.”- WinstonChurchill
Q&A
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