SIX SIGMA-PROCESS

IMPROVEMENT TECHNIQUE

Business Goal :-

To ultimately transform all transactions into monetary gains through customer's satisfaction.

The Focus is on,

Customer satisfaction on C T Q Cost Time Quality.

CUSTOMER

is a person ( internal or external )

who buys something from you

and

with whom you have a relation ship

SATISFACTION

Is a guarantee about a product or service that,

it will meet certain standards and will fulfill the customer's needs

without any doubt, suspicion or uncertainty .

The formula,

Output = Input + Process…

Output is to be guaranteed.Input is to be monitored. Process is to be controlled.

THE EMPHASIS IS ON

Ensuring robust processes,

By-

1. understanding them

2. measuring them

3. improving them

4. eliminating defects in them

Measurable --- i.e. data

We believe in GOD For rest of the things we need Data

Because, GOD too believes in Data, He gets it from the register of ‘Chitragupta’

DEFECT,

Is the measurable difference between,

The expected output of a process

as per the acceptable limit set by a customer through his/her specifications

And the actual output.

EXAMPLE :-

a printing machine has a capacity of 45000 copies per hr.

the best possible achieved normally is say - 38000

the average speed achieved is say - 35000 then- 3000 is the defect in the process of printing.

SIGMA-

A statistical term..used for measuring the degree of

variations in a standard deviation,

A SIGMA REPRESENTS

Defects Per Million Opportunities

(DPMO)-

or

the % of accuracy

in a process

SIGMA SCALE

LEVEL DPMO Accuracy %

1 6,91462.5 30.8540 2 3,08537.0 60.1463 3 66807.0 93.3193 4 6210.0 99.3790 5 233.0 99.9764 6 3.4 99.9996

WHAT DOES IT MEAN FOR US?

99% ACCURACY

3.8 SIGMA

99.99967% ACCURACY

6 SIGMA

105 INCORRECT ADS PER LOCAL EDITION PER YEAR

3 INCORRECT ADS PER LOCAL EDITION IN 95 YEARS

1 CONTROVERCIAL ARTICLE IN 104 WEEKS

3 CONTROVERCIAL ARTICLE IN19 CENTURIES

DELAYED DELIVERY TO 100 AGENTS (OUT OF 10000) PER DAY

DELAYED DELIVERY TO 3 AGENTS (OUT OF 10000) IN 3 MONTHS.

METHODOLOGY

DEFINE the deliverables to the customer (internal as well as external)

MEASURE the current performance of the process

ANALYZE and determine the root causes of the defects

IMPROVE the process to eliminate the defects

CONTROL the performance of the improved process.

Caution,

Methodology to be used where Transactions are very high in number The variations in the outputs are high in number The reasons for such variations are not known

Concept to be used Everywhere………..

Tools used,

CTQ tree

Prioritization Metric

Cause and Effect Diagram

Failure Mode Effective Analysis

HUMAN RESOURCE

WE SHOULD tap people who are known for their critical thinking

skills, whether they are familiar with the process or not.

encourage them to question and challenge all processes and also question the answer to the questions themselves.

involve them in the problem solving process of six sigma.