lean six sigma tools and techniques for continuous improvement session three (best practices...

Lean Six Sigma Tools and Techniques for Continuous Improvement

Session Three(Best Practices Improvement Tools and Approaches)

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Lean Six SIGMA Tollgate #3Lean Six SIGMA Tollgate #3Lean Six SIGMA Tollgate #3Lean Six SIGMA Tollgate #3DEFINE MEASURE ANALYZE IMPROVE CONTROL

Develop LQS

Team Charter, LQS Model

& [Master Plan]

Create High Level SIPOC

Maps

Identify CTQs: Customer Requirements

Create

Measurement

Scorecards

Implement

Project Data

Collection Plans

Analyze

The

Data

Analyze

The

Process

Analyze

The Root

Causes

Generate

Solutions

Select/

Test

Solutions

Determine

Lean

Control Points

Implement

The Lean

Management

Response Plan

1

2

3

4 6 9 11

57

8

10 12

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Lean Six SIGMA Tollgate #4Lean Six SIGMA Tollgate #4Lean Six SIGMA Tollgate #4Lean Six SIGMA Tollgate #4DEFINE MEASURE ANALYZE IMPROVE CONTROL

Develop LQS

Team Charter, LQS Model

& [Master Plan]

Create High Level SIPOC

Maps

Identify CTQs: Customer Requirements

Create

Measurement

Scorecards

Implement

Project Data

Collection Plans

Analyze

The

Data

Analyze

The

Process

Analyze

The Root

Causes

Generate

Solutions

Select/

Test

Solutions

Determine

Lean

Control Points

Implement

The Lean

Management

Response Plan

1

2

3

4 6 9 11

57

8

10 12

Measure Phase: Overview

Expert Novice

•Create detailed customer measures with targets

•No addressing customer measures

•Operationally define the customer requirements

•Missing and ambiguous measures of customer requirements

•Create a data collection plan •No systematic plan to collect data

•Understands sampling techniques

• No understanding of sampling

• Implement the data collection plan

•No real data collection plan

• Understand basic statistical process control

•No real understanding of SPC

• Measure current process efficiency

•No understanding of measures of process efficiency

Get the Facts

Theme Of Lean Turnaround #1

•The major theme of Lean Turnaround Module #1 centers around creating a common set of assumptions, values and patterns of thinking which have a strong influence on your behavior and the performance of your employees.

Assumptions and Values• As the Lean Turnaround clearly

demonstrates, there are 15 key assumptions and values which govern how we feel about employee motivation and effective management

• When we show deep commitment to the wrong values, our employees are adversely impacted by these judgments

• Successful teams continue to outperform the average by a 2-1 margin.

Measurement ScorecardsMeasurement Scorecards

• There are 6 basic types of scorecards:

--Process Scorecards

--Customer Scorecards

--Management Scorecards --Project Scorecards

--Employee Scorecards

--Supplier Scorecards

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Process ScorecardsProcess Scorecards

• Process Scorecards begin with the Process Map and end with the Value Stream Map (VSM)

• A Process Failpoint Matrix is used to identify the major control point areas for failure

• Process Measures are used to track waste & gaps and to indentify improvements

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Process Value Added Analysis Worksheet

Process Failpoint Analysis Matrix

Step # Process Step Ro

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Ro

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Failpoints Moments of Truth Analysis

Moments of Truth - Those Steps in Your Process or Sub-process where Either a Positive or Negative Impression can be formed between Supplier and Customer

Positive Moments of Truth Criteria

– Thinks and Talks about Being Customer Focused.– Assesses Customer’s Perceptions.– Resolves Issues in Favor of the Most Profitable Impact on

the Customer.– Resolves a Dispute in Favor of the Customer where the

Value of Goodwill Exceeds the Economic Stake to the Supplier.

– Recovers Conscientiously from Previous Blunders or Mishandled Moments of Truth.

– “Whatever it Takes” Approach to Remedy a Situation for a Dissatisfied Customer or One With a Special Need.

– Redesigns Systems or Eliminates “Sacred Cows.”

Moments of Truth Worksheet

Homework Assignments1. Finalize Team Charter2. Complete SIPOC, CTQs, and SIFOC3. Create Process Scorecards4. Begin Gathering Measures5. Complete Lean Turnaround Module 2

6. Read Step-By-Step Problem Solving through page 43; Lean Enterprise through page 100.