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Cause and Effect Matrix

SixSigmaTV.Net

Vital Few Identification

• We must identify the Vital Few root causes from the many

probably root causes

• The Vital Few are those input and process factors (Xs)

– That can be most affected

– That most significantly influence critical to customer (CTCs) characteristics.

• Project teams may not need to prioritize when

– Only a few root causes were identified.

– It is clear which factors are the most influential on the process output.

Y = f(x1+x2+x3+x4+x5…)

Vital Few

SixSigmaTV.Net 2 Cause and Effect Matrix

C&E Matrix: Steps to Create

1. Select Key Customer Requirements (CTCs)

2. Determine a Priority Score for the CTCs

3. Enter Process Steps and Inputs from SIPOC, Swim-Lane Map, Fishbone

4. Rate the Correlation of Steps to CTCs

5. Cross Multiply Correlation Values with Priority Factors and Sum for each Input

6. Pareto the Results

7. Update SIPOC and Analyze Further


C&E Matrix: Example

• A manager at a local diner wants to improve customer satisfaction with the coffee they serve

• The team has completed a process map and they are ready to create a C&E matrix to identify the inputs that have the largest impact on customer satisfaction

• The team chose 3 aspects of customer satisfaction to focus upon: temp, taste and strength


Coffee Service Process Map

Inputs Outputs Inputs Outputs

• Hot Water

• Soap

• Scrubber

• Clean Carafe

• Cold Water

• Measuring

Mark

• Full

Carafe

• Filter

• Maker w/Filter

• Fresh Coffee

• Dosing Scoop

• Maker w/Filter &

Coffee

• Brewing Coffee

• Clean Carafe

• Dirty Water

• Wet Scrubber

• Full

Carafe

• Filled Maker

• Empty

Carafe

• Maker

w/Filter

• Maker w/Filter &

Coffee

• Operating Maker

• Heat

• Brewed Coffee

• Hot Coffee

• Customer

• Order

• Size

Specification

• Complete

Order

• Hot Coffee

• Cup

• Filled Cup

• Customer

• Cream

• Sugar

• Amount

Desired

• Complete Order

• Money

• Coffee Delivery

• Complete

Order

• Filled Cup

• Customer

Reply

• Amount

Specified

• Complete

Order

• Make Change

• Temperature

• Taste

• Strength

• Smile

• Happy

Customer

Pour Coffee

into Cup

Offer

Cream &

Sugar

Complete

Transaction

Say Thank

You

Receive

Coffee

Order

Clean Carafe

Fill Carafe

w/Water

Pour Water

into Maker

Place Filter in

Maker

Put Coffee

in Filter

Select

Temperature

Setting

Turn Maker On


Create a C&E Matrix

Step 1: Select Key Customer Requirements

Temp of

Coffee Taste Strength Process Outputs

Importance

Process Steps Process Inputs TotalCorrelation of Input to Output

Process Outputs – CTCs


Step 2: Determine Priority Score

Temp of


8 10 6 Importance

Process Steps Process Inputs TotalCorrelation of Input to Output

Importance Rating A higher score indicates the output is more important to

the customer

Create a C&E Matrix


Step 3: Enter Process Steps

Temp of


8 10 6 Importance

Process Steps Process Inputs Total

Clean Carafe

Fill Carafe with Water

Pour Water into Maker

Place Filter in Maker

Put Coffee in Filter

Turn Maker on

Select Temp Setting

Receive Coffee Order

Pour Coffee into Cup

Offer Cream and Sugar

Complete Transaction

Say Thank You

Correlation of Input to Output

Process Steps

Create a C&E Matrix


Step 4: Add Process Step Inputs and Rate Impacts

on CTCs

Temp of


8 10 6 Importance


Clean Carafe Hot Water 0 6 3 78

Fill Carafe with Water Cold Water 3 6 9 138

Pour Water into Maker Full Carafe 3 9 9 168

Place Filter in Maker Filter 0 3 3 48

Put Coffee in Filter Coffee 0 9 9 144


Coffee Maker w/

Filter 3 1 0 34

Put Coffee in Filter Dosing Scoop 9 3 3 120

Receive Coffee Order Order 0 0 0 0

Pour Coffee into Cup Hot Coffee 9 6 6 168

Offer Cream and Sugar Cream 0 6 6 96

Complete Transaction Money 0 0 0 0

Say Thank You Coffee Delivery 0 0 0 0


Process Step Correlation Scores A higher number indicates stronger correlation

Create a C&E Matrix


Step 5: Calculate Totals

Temp of


8 10 6 Importance


Clean Carafe Hot Water 0 6 3 78

Fill Carafe with Water Cold Water 3 6 9 138

Pour Water into Maker Full Carafe 3 9 9 168

Place Filter in Maker Filter 0 3 3 48

Put Coffee in Filter Coffee 0 9 9 144


Coffee Maker w/

Filter 3 1 0 34

Put Coffee in Filter Dosing Scoop 9 3 3 120

Receive Coffee Order Order 0 0 0 0

Pour Coffee into Cup Hot Coffee 9 6 6 168

Offer Cream and Sugar Cream 0 6 6 96

Complete Transaction Money 0 0 0 0

Say Thank You Coffee Delivery 0 0 0 0


Process Outputs - Totals

Create a C&E Matrix


132 22 24 34 36 36 52 120 144 144

3.0 3.2 4.6 4.8 4.8 7.0 16.1 17.7 19.4 19.4

100.0 97.0 93.8 89.2 84.4 79.6 72.6 56.5 38.7 19.4

700

600

500

400

300

200

100

0

100

80

60

40

20

0

Defect

Count

Percent

Cum %

Fill Carafe

with Water Put

Coffee in

Filter

Offer

Cream &

Sugar

Select

Temperature

Setting

Pour

Coffee

into Cup Clean

Carafe

Place Filter

in Maker

Turn

Maker

On Complete

Transaction Others

Cou

nt

Per

cent

Step 6: Create Pareto Chart

Step 7: Update SIPOC and Analyze Further (as necessary)

Create a C&E Matrix


Linking the C&E Matrix to Other Lean Six Sigma Tools

FMEA

Process or

Product Name:Prepared by:

Responsible: FMEA Date (Orig) ______________ (Rev) _____________

Process

Step/Part

Number Potential Failure Mode Potential Failure Effects

S

E

V Potential Causes

O

C

C Current Controls

D

E

T

R

P

N

Spin Draw

Process

Fiber Breakouts Undersized package, High SD

panel-hours lost 2Dirty Spinneret

8Visual Detection of Wraps and

broken Filaments 9 144

5Filament motion

2Visual Sight-glass

8 80

8Polymer defects

2Fuzzball Light

9 144

0

Process/Product

Failure Modes and Effects Analysis

(FMEA)

Key Inputs are explored

C&E Matrix

Rating of

Importance to

Customer

1 2 3 4 5 6 7 8 9 10 11 12 13 14 15

Process Step Process Inputs Total

1 0

2 0

3 0

4 0

5 0

The Key Inputs are evaluated

Control Plan Summary

Product: Core Team: Date (Orig):

Key Contact:

Phone: Date (Rev):

Process Process Step Input Output

Process

Specification (LSL,

USL, Target)

Cpk /Date Measurement

Technique

%R&R

P/T

Sample

Size

Sample

Frequency

Control

MethodReaction Plan

DICY Turn Steam on Scales

Accuracy

DMF Load DMF DMF Load

Accuracy

DMF Load DMF DMF

Cleanliness

DICY Load DICY DICY Envir.

Factors

DICY Load DICY DICY Load

Accuracy

DICY Load DICY DICY Raw

Materials

DICY Load DICY DICY Mixer

Speecd

DMF Load DMF DMF Raw

Materials

DICY Turn Steam on Preheating

DICY TK

Operational Excellence

Control Plan


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