go-getters guide to coaching dmaic (p205-3 ......copyright 2016 goleansixsigma.com 2 go-getters...

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COPYRIGHT 2016 GOLEANSIXSIGMA.COM 1

An Easy to Use, Comprehensive Reference to Coaching Others to Success With Lean Six Sigma

GO-GETTERS GUIDE TO COACHING DMAIC

What is the Go-Getters Guide to Coaching DMAIC?

✦ A print-ready overview of how to guide all practitioners through DMAIC

✦ A list of common issues encountered during each phase of DMAIC

✦ A targeted list of coaching questions to guide all practitioners through each DMAIC Phase

✦ A list of challenges encountered during each Phase of DMAIC

✦ A Tollgate Checklist of action items and deliverables for each DMAIC Phase

✦ Recommended templates to support all DMAIC Phase deliverables

Who should use the Go-Getters Guide to Coaching DMAIC? ✦ Advanced Green Belts

✦ Black Belts

✦ Master Black Belts

✦ Internal and External Lean Six Sigma Resources

Why should you use the Go-Getters Guide to Coaching DMAIC?

✦ To make the most of GoLeanSixSigma.com’s Online Training Courses

✦ To strengthen your own coaching and leadership skills

✦ To better help the work area, department, business unit or organization to realize their potential

✦ To build the “problem-solving muscle” of others to create a dynamic culture of problem solvers

How do I use the Go-Getters Guide to Coaching DMAIC?

✦ Plan out a structured DMAIC journey for DMAIC practitioners

✦ Make use of the Candidate Dashboards to track and guide learners through the DMAIC Tollgates

✦ Recommend the appropriate templates, tools and activities for each DMAIC Phase

✦ Use the questions and checklists to guide learners beyond barriers and through to successful completion

of their Lean Six Sigma Projects

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Go-Getters Guide to Coaching DMAIC

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Coaching Overview

Before guiding a Lean Six Sigma practitioner to success, it’s important to put yourself in the mindset of a coach and

mentor. This overview provides mentoring tips, general coaching questions, project selection guidance and a Pre-

DMAIC Learner Checklist.

Project Sourcing Questions:

✦ Is there an opportunity related to the organization’s business priorities?

✦ Is there a Scorecard or Dashboard goal that is not being met?

✦ Is there a failure to meet customer requirements in a specific process?

✦ Which process has an excessive amount of customer complaints?

✦ Is there an existing process with multiple hand-offs that is taking too long?

✦ Where do defects and rework appear most often?

✦ Where are the costs of rework and “band-aid” solutions?

✦ What concerns have employees and managers raised?

✦ What irritates employees most about the processes on which they work?

✦ Identify problems associated with critical or core processes:

• Excessive cycle time

• Excessive defects

• High cost of usage

• Excessive re-work

Note: Make sure the candidate is familiar with the process. The best projects are based on processes that are part of the

candidate's job.

Tips for Mentoring:

✦ Determine when to be directive, coaching or hands-off

✦ Use your active listening skills

✦ Use the Socratic Method – Ask, don’t tell

✦ Use the feedback “sandwich” – Positive qualities first, then opportunities followed by more positive

encouragement

✦ Challenge learners to think

✦ Make sure they select projects with a strong potential for success

✦ Prepare learners for Tollgates – make sure they “show well”

✦ Remember that coaches are: helpful, friendly, partnering, and encouraging

General Coaching Questions:

✦ What do you see?

✦ What do we need to do to improve the

current condition?

✦ What interrupts our flow?

✦ What do you think the best approach would be?

✦ What do we need to do next?

✦ What are your ideas?

✦ What do you recommend?

✦ What did you do today to develop others?

✦ How can we make the abnormal condition

more visible?

✦ What have you learned?

✦ What questions do you have for me?

✦ How can I help support you?

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Pre-DMAIC Learner Checklist

❑ Select a Lean Six Sigma Improvement Project (Project Selection Tool)

❑ Connect the improvement project to organizational purpose

(Project Purpose Worksheet, Pose & Answer)

❑ Select a Project Team and assign both Project and Meeting Roles

(Team Meeting Agenda, Meeting & Project Roles)

❑ Conduct an 8 Wastes assessment of project process (8 Wastes Check Sheet)

❑ Conduct a 5S assessment of the project process work area

(5S Manufacturing Assessment, 5S Transactional Assessment)

❑ Start a Project Storyboard (Project Storyboard, Tollgate Checklist)

DOWNLOAD TEMPLATES AT GOLEANSIXSIGMA.COM IN OUR RESOURCES SECTION.

Pre-DMAIC Deliverables

Required Supporting

Approved Process Improvement Project Project Selection Tool

Project Purpose Worksheet

Pose & Answer

Team Meeting Agenda

Meeting & Project Roles

8 Wastes Check Sheet

5S Manufacturing Assessment, 5S Transactional Assessment

Project Storyboard

Tollgate Checklist

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Define Phase - Define the Problem

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GREEN BELT STEPS

Create the Project Charter1Interpret the Voice of the Customer2

3Understand the Current State

4Develop Project Communication

BLACK BELT STEPS

Conduct Process Walks1

Strengthen Leadership Skills2



Mistakes in Define Phase ✦ Reducing cost in a cost bucket vs. a process

✦ Lack of focus on customer problems and pain

✦ Jumping to solution – usually technology, training or inspection

✦ Use of the phrase “lack of” (pre-guesses solution)

✦ Not having a measure in the Problem Statement

✦ Making themselves or their department the customer

✦ Moving work to another department

✦ Not involving the right people

✦ Not communicating with the right people

Coaching Questions in Define Phase ✦ How did the first few project team meetings go?

✦ Who is the customer of the process/project?

✦ What does the customer care about?

✦ How will this project impact the customer experience?

✦ How were team members selected?

✦ Who was involved in developing the detailed process map?

✦ What were some of the discoveries from studying the current state map and the process walk?

✦ What kind of communication have you had with stakeholders so far?

✦ How did you/your team develop the Goal Statement?

✦ What were some of challenges that you ran into in the Define Phase?

✦ What challenges or concerns do you have about this project?

✦ What are some of the next steps?

Challenges in Define Phase ✦ Spending the time needed with the right stakeholders from the start to build support

✦ Aligning with leadership early to ensure awareness of the project scope and potential impact

✦ Enabling others to take on significant roles within the project – letting go of control

✦ Keeping members engaged in virtual meetings

✦ Balancing inquiry and advocacy when working with teams, stakeholders and leadership

✦ Remembering to document the project along the way

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Tollgate Checklist for Define Phase

❑ Verify the project has a Champion/Sponsor and leadership backing

(Project Purpose Worksheet, Press Release & FAQs)

❑ Get approval from a finance partner for the potential savings or projected revenue

(Cost of Poor Quality Calculator)

❑ Complete the elements of the Project Charter (A3, Project Charter, Project Constraints & Assumptions,

Project Storyboard, Meeting Evaluation, RACI Matrix, Team Meeting Agenda)

❑ Collect the Voice of the Customer and uncover any unknown requirements (VOC Translation Matrix)

❑ Make customer requirements measurable (VOC Translation Matrix)

❑ Create a high-level map of the process (SIPOC)

❑ Facilitate a team Process Walk (Process Walk Ground Rules, Process Walk Interview Sheet,

Process Walk Planning Checklist)

❑ Develop and verify a detailed map of the process (Swimlane Map, Value Stream Map)

❑ Conduct Stakeholder Analysis and develop an influence and Communication Plan

(Communication Plan, Pose & Answer, Relationship Map, Stakeholder Analysis – Advanced,

Threats & Opportunities Matrix)


Deliverables in Define Phase

Required Supporting

Project Charter or A3 Project Purpose Worksheet

Voice of the Customer Translation Matrix Press Release & FAQs

SIPOC Cost of Poor Quality Calculator

Detailed Process Map (Swimlane or Flow Map) Value Stream Map

Project Scope Project Storyboard Draft

Project Constraints & Assumptions Process Walk Planning Checklist

Stakeholder Analysis - Advanced Threats & Opportunities Matrix

Communication Plan

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Measure Phase - Quantify the Problem

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Select Measures1

Plan for Data Collection2

3 Collect Baseline Data

GREEN BELT STEPS BLACK BELT STEPS

Lay Statistical Groundwork1

Test Your Measurement System2

Samplethe Data3

AssessProcess Capability4




Mistakes in Measure Phase ✦ Lack of focus on measures that customers care about

✦ Making a problem measurable

✦ Not having a measure

✦ Collecting available data, but not the right data

✦ Planning inadequately for data collection

✦ Requesting data before knowing if it’s needed

Coaching Questions in Measure Phase ✦ How are the project team meetings going?

✦ How did you determine the “Y” measure, or primary project measure?

✦ What did you do to plan for data collection?

✦ How did you determine the sample size to gather?

✦ What other tools did you apply in the Measure Phase?

✦ How will you graph the data?


✦ What were some of challenges that your team had in the Measure Phase?



Challenges in Measure Phase ✦ Getting comfortable with new statistical terms and understanding their usefulness and importance

✦ Taking the time needed to run a Gage R&R (MSA) to ensure good measurement systems

✦ Designing a robust sampling strategy before collecting data

✦ Coaching and mentoring others in the Measure Phase as opposed to taking a solo approach to completing

the tasks

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Tollgate Checklist for Measure Phase

❑ Select baseline measurements (Project Charter, A3, Data Collection Plan,

Efficiency & Effectiveness Matrix)

❑ Develop a Data Collection Plan with Operational Definitions, stratification factors and check sheets if

needed (Data Collection Plan, Operational Definitions, Cost of Poor Quality Calculator)

❑ Develop a Sampling Plan and calculate data needs (Data Collection Plan)

❑ Conduct Measurement Systems Analysis

❑ Collect baseline data

❑ Determine process capability

❑ Update Charter and inform Stakeholders (Project Charter, Communication Plan, Press Release & FAQs,

Stakeholder Analysis - Advanced)


Deliverables in Measure Phase

Required Supporting

Operational Definitions Efficiency & Effectiveness Matrix

Data Collection Plan Spaghetti Map

Process baseline of Project Y Cost of Poor Quality Calculator

Measurement Systems Analysis (MSA) Results

Process Capability (Cpk) Results

Press Release & FAQs

Update the Project Charter / A3,

Stakeholder Analysis - Advanced and Communication Plan

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Analyze Phase - Identify the Cause of the Problem

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LayHypothesis Testing Groundwork1

Test Discrete Data2

TestContinuous Normal Data3TestContinuousNon-Normal Data4

Conduct Process Analysis1

Conduct Data Analysis2

3 Brainstorm Root Causes

4DevelopRoot Cause Hypothesis

5ValidateRoot Cause Hypothesis

Test Correlation5




Mistakes in Analyze Phase ✦ Not Identifying root causes

✦ Not proving and disproving root causes

✦ Not collecting the right data to prove or disprove root causes

✦ Not including the statistical tools or graphs in their Project Storyboard

✦ Wanting to jump to solution and skipping the Analyze Phase altogether

Coaching Questions in Analyze Phase ✦ How are the Project Team meetings going?

✦ What were some of the root causes brainstormed in the Analyze Phase?

✦ What did you do to plan for data collection to prove the hypothesis?


✦ What were some of the challenges that your team had in the Analyze Phase?



Challenges in Analyze Phase ✦ Determining when a formal hypothesis test is necessary

✦ Learning how to choose the right hypothesis test given the project data available

✦ Determining how data and test information should be entered into statistical software packages

✦ Making sense of statistical test outputs

✦ Coaching and mentoring others in the Analyze Phase to navigate the world of formal hypothesis testing

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Tollgate Checklist for Analyze Phase

❑ Conduct Value and Cycle time Analysis of the process to identify opportunities to reduce waste

(Value-Added Flow Analysis, Value Stream Map)

❑ Identify root causes using data analysis, Process Maps, 5 Whys and Fishbone Diagrams

(5 Whys, Fishbone Diagram, Swimlane Map, Value Stream Map)

❑ Develop Root Cause Hypotheses and formal Hypothesis Statements (Root Cause Hypothesis)

❑ Collect data to run statistical tests and prove or disprove Root Cause Hypotheses

(Hypothesis Testing Plan)

❑ Check if the team members have enough confidence in the analysis to move to the Improve Phase

(Threats & Opportunities Matrix)

❑ Update the Charter and inform Stakeholders (Project Charter, Communication Plan,

Help-Hinder Worksheet, Stakeholder Analysis - Advanced)


Deliverables in Analyze Phase

Required Supporting

Fishbone Diagram Value-Added Flow Analysis of cycle time projects

5 Whys Value Stream Map

Root Cause Hypothesis Detailed Process Map highlighting process issues

Hypothesis Testing Plan Threats & Opportunities Matrix

Hypothesis Testing Results Help-Hinder Worksheet



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Improve Phase - Implement and Verify the Solution

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Design of Experiments1


Craft Solutions1

FilterSolutions2

3Determine Solution Approaches

4 Conduct Risk Management



Mistakes in Improve Phase ✦ Not involving the right people, failure to add new team members appropriately

✦ Not communicating with the right stakeholders or affected groups

✦ Not Identifying solutions that address the root causes

✦ Implementing someone’s pet solution that is not related to addressing root cause

✦ The changes (solutions) are not incorporated or implemented effectively

✦ Failure to incorporate effective change management strategies to make change easier

✦ Failure to celebrate success and recognize employees for good efforts

Coaching Questions in Improve Phase ✦ How did you determine the solution?

✦ How much will these solutions impact the root causes discovered?

✦ What departments or groups will be affected by the change the most and who needs to be involved?

✦ Tell me about the Communication and Implementation Plans


✦ What kind of change management strategies are you incorporating to make change easier?

✦ What were some of challenges that your team had in the Improve Phase and what did you do to

address them?



Challenges in Improve Phase ✦ Determining when it’s appropriate to make use of a Design of Experiments

✦ Learning how to set up a Design of Experiments in statistical software

✦ Making sense of Design of Experiments outputs

✦ Coaching and mentoring others in the Improve Phase to produce the most effective improvements while

ensuring acceptance by Stakeholders

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Tollgate Checklist for Improve Phase

❑ Use team brainstorming to generate solutions to address the root cause

(5S Manufacturing Assessment, 5S Transactional Assessment, Ally’s Network Worksheet,

Critic’s Club Worksheet, Weighted Criteria Matrix, Impact Effort Matrix)

❑ Run a pilot of the solutions if needed (Communication Plan, Cross-Training Matrix,

Implementation Plan, RACI Matrix)

❑ Create a Design of Experiments where appropriate

❑ Assess and mitigate risk of process changes (FMEA, Stakeholder Analysis - Advanced)

❑ Implement solutions to address root cause (Implementation Plan)

❑ Confirm that implemented solutions sufficiently affect the output Y (Data Collection Plan)

❑ Celebrate with the team and recognize them for their efforts


Deliverables in Improve Phase

Required Supporting

Impact Effort Matrix showing solutions Improved “To Be” Map

Implementation Plan5S Manufacturing Assessment,

5S Transactional Assessment

FMEA showing risk mitigation of changes Ally’s Network Worksheet

Chart or graph verifying improvement of Project Y Critic’s Club Worksheet

Weighted Criteria Matrix comparing solutions

Cross-Training Matrix

RACI Matrix



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Control Phase - Maintain the Solution

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GREEN BELT STEPS

Create Monitoring Plans1

Develop ResponsePlans2

3 Document the Project

4 Pursue Perfection

BLACK BELT STEPS

Select Control Charts1

Create Visual Management



2

Strengthen Leadership Skills

3

Mistakes in Control Phase ✦ Skipping the Control Phase

✦ Not developing Monitoring or Response Plans

✦ Not involving the process owner

✦ Failing to follow through on Monitoring Plans – checking and adjusting controls

✦ Not completing the Project Storyboard

✦ Not communicating the project results

✦ Not recognizing the team for their efforts

Coaching Questions in Control Phase ✦ How are the project team meetings going?

✦ What Control Chart was selected and why?

✦ Who will do the monitoring and data gathering?

✦ How much has the process owner been involved in creating the Monitoring and Response Plans?

✦ What kind of communication have you had about the project results?

✦ What were some of challenges that your team had in the Control Phase?

✦ How was the team recognized or rewarded for their efforts?

Challenges in Control Phase ✦ Determining which Control Chart to use for a given data set

✦ Setting up data properly in order to produce Control Charts using statistical software

✦ Thinking expansively when considering how and where to apply Visual Management

✦ Coaching and mentoring others in the Control Phase to facilitate smooth project hand-offs

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Tollgate Checklist for Control Phase

❑ Create a system and/or process to monitor results (A3, Control Plan, Monitoring Plan,

New Procedure Audit)

❑ Utilize Control Charts for ongoing monitoring of the output and key leading indicators (Monitoring Plan)

❑ Finalize Visual Management of the process (Visual Management Checklist)

❑ Create Response Plans in case there is a drop in performance (Response Plans)

❑ Complete the Storyboard of the project (Executive Summary, Project Storyboard)

❑ Assess innovation transfer opportunities (Innovation Transfer Opportunities)

❑ Hand over formal ownership to the process owner (Control Plan, Monitoring & Response Plan,

Project Storyboard)


Deliverables in Control Phase

Required Supporting

Control Plan A3

Monitoring & Response Plan New Procedure Audit

Executive Summary Visual Management Checklist

Project Storyboard Innovation Transfer Opportunities

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