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QUALITY MANAGEMENT

JENNIFER VU HUONG(huongvuvu.hut@gmail.com)

Continuous improvement

2

1 Introduction

3

Methodology - DMAIC

CONTENTS

Conclusion4

Results

2

1 Introduction

3

Methodology - DMAIC

CONTENTS

Conclusion4

Results

Introduction – Company profile

The mission of the company is to ensure the best quality of software of phones to launch to the market in the shortest time without any issues

Introduction – Project overview

Period of project

• Within 6 months (Jan 2013 ~ June 2013)

Introduction – Project overview Recognize an opportunity in the project “Reduce the number of

software issues happened in the market”

Introduction – Data collection

Figure 1: The sales from June 2011 to June 2012

The sales decreased from 500M$ in June 2011 to 405M$ in June 2012

Introduction – Data collection

The number of complaints increased from 115 in June 2011 to 169 in June 2012

Figure 2: The number of complaints from June 2011 to June 2012

Introduction – Data collection

Figure 3: Complaint Type in 2011

The majority of complaints was related to software issues (55%)

Introduction – Data collection

Figure 4: Complaint Type in 2012

The majority of complaints was related to software issues (59%)

2

1 Introduction

3

Methodology - DMAIC

CONTENTS

Conclusion4

Results

Methodology - DMAIC

Define - Define problem/opportunity

Define - Project charter

Define - Project charter

Milestone Date

Define January 27, 2013

Measure February 29, 2013

Analyze March 21, 2013

Improve April 27, 2013

Control June 5, 2013

Measure - Understand Process

Measure - Tree diagram

Investigate the factors that impact the issue ‘ Lock up’ of phones

Lock up issues happened when using multitasks

Number of lock up issues per 1000 scenarios: 20After benchmark : 5

X Using 3 functions:Call, Internet, Maps

Using 4 functions: Call, Camera, Internet, Maps

Using 3 functions: Camera,

Internet, Maps

Baseline 5 11 4

Benchmark 2 1 2

Gap 3 10 2

Software issues/year

38 issues/year(Reduce 60%)

10 issues/year(Reduce 90%)

47 issues/year(Reduce 50%)

Phone issues/year

104 issues/year(Reduce 35%)

80 issues/year(Reduce 50%)

113 issues/year(Reduce 29%)

We should focus on testing phones with different scenarios using 4 functions: Call, Camera, Internet, Maps

Measure - Tree diagram

Measure - Process mapping - Cross-Functional Flowchart

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Analyze - Identify Causes

Analyze - Fishbone

Analyze - Cause and Effect Matrix

Cause and Effect MatrixCause and Effect Matrix

Analyze - Cause and Effect Matrix

Should focus on solutions which can solve the main causes Should focus on solutions which can solve the main causes

Main causes

Improve - Identify and implement solutions

Improve – Brainstorming solutions

Improve – Effort-impact matrix

Rank 4 Solutions Low Effort High Impact

High Effort High Impact

Low Effort Low Impact

High Effort Low Impact

Effort

Imp

act

Solution 4 was chosen because of its competitive advantages: low effort and high impact

Improve - Action Plan

Action Plan

Item Action Responsible Due date Status

1 General training VU THI HUONG May 1, 2013 ~ May 4, 2013

Completed

2 Training for each item VU THI HUONGTUYET MAI

May 5, 2013 ~ May 10, 2013

Completed

3 Assign one senior with one junior staff

VU LAN May 11, 2013 Completed

4 Kickoff meeting VU LANVU THI HUONG

May 13, 2013 Completed

5 Prepare test case VU THI HUONGTUYET MAI

May 14, 2013 ~ May 17, 2013

Completed

6 Execute test case TEAM MEMBERS May 18, 2013 ~ May 21, 2013

Completed

7 Execute exploratory test TEAM MEMBERS May 22, 2013 ~ June 1, 2013

Completed

8 Weekly meeting VU THI HUONGTEAM MEMBERS

Every week in May, 2013 Completed

9 Final meeting VU THI HUONGTEAM MEMBERS

June 2, 2013 Completed

Improve – 5S Sort:

– One person only keep: 10 ongoing test phones 2 base phones 2 competitor phones 5 Simcard of 5 operators

– Return to stores all other phones after finishing any projects Straighten:

– Keep phones in personal tray – Put them into personnel Cabinet when going home – Keep Simcard in the box– Fix all chargers with the wall

Shine:– Clean workplace before going home – Lock the cabinet – Turn off computers/laptops

Standardize:– Email reminders every week to keep clean workplace – Assign one person every day to check all cabinets and laptops before going home – Email reminders, inform Managers in the case someone does not following the rules

Sustain:– Print out the rules and place in front of the table to remind before going home

Control - Sustain Solutions

Control - Control Plan

Control Plan for the project 'Reduce the number of software issues'

Team: Model team Key contact: VU THI HUONG

Date (Orig):15 June, 2013

 

Rev. No:  

Date (Rev):25 June. 2013

   

 

           

 

     

Specifications / tolerances

Capability Study Control Method

Process Step

X's Y's LowerTarget Upper Z Date SizeHow it's

measured%P/T Description Responsable Frequency Reaction Plan

Re-test with 1st selling and local country

with final software

Lock up, Reset, Power

on/off, No service, Blue screen issues

Software issues

1 0% 1%100 test

cases

15 June, 2013

10 sample

s

Count number of

issuesNA 

One person will take care of 2 samples and run the

same scenarios with both samples

If phones work normally without

abnormal behaviors then the test cases

PASS

At least 2 times

executing one

scenario for one sample

Re-test if issues are found, then inform Managers if the issues are

critical, otherwise register the issues to Maintaining system

Exploratory test

Lock up, Reset, Power

on/off, No service, Blue screen issues

Software issues

1 0% 1%1000 test

cases

16 June, 2013

20 sample

s

Count number of

issues NA

One person will take care of 2 samples and run

the same scenarios with both samples

If phones work normally without

abnormal behaviors then the test cases

PASS

At least 2 times

executing one

scenario for one sample

Re-test if issues are found, then inform Managers if the issues are

critical, otherwise register the issues to Maintaining system

2

1 Introduction

3

Methodology - DMAIC

CONTENTS

Conclusion4

Results

Results – data collection

Figure 5: The average number of software issues and phone issues in 2011, 2012, 2013

Data was collected in July to Nov, 2013 after launching the phones that were tested in the continuous improvement project

Data was collected in July to Nov, 2013 after launching the phones that were tested in the continuous improvement project

Results – data collection

Figure 6: The sales in 2012 (Mar, Apr, May) and in 2012 (July, Aug, Sep, Oct)

The sales increased from 405M$ in March 2012 to 990M$ in Oct 2013

Results – data collection

Figure 7: The number of complaints in 2012 (Mar, Apr, May) and in 2012 (July, Aug, Sep, Oct)

The number of complaints decreased from about 160 in 2012 to around 70 in 2013

Results – Financial benefits

Reducerisk

Reducetime

Reducecost

Sales increased

from 405M$

(2012) to 990M$ (2013)

Phone issues

reduced from 160

to 70

Software issues

reducedfrom 94

to 14

Results - Safety Performance Scoring

Improved safety

performance score = 12%

Safety Performance Scoring System

Year 2012 2013

Active Leadership 18% 20%

Performance Expectations 30% 30%

Training & Application of Skill 17% 20%

Program Improvement 18% 20%

Lagging Indicators 5% 10%

Total 88% 100%

Results – Customer satisfaction

Number of complaints

reduced

Number of customers going to

warranty center reduced

Possitive respond from

customers

2

1 Introduction

3

Methodology - DMAIC

CONTENTS

Conclusion4

Results

Conclusion