lean six sigma tools and techniques for continuous improvement session three (best practices...
TRANSCRIPT
Lean Six Sigma Tools and Techniques for Continuous Improvement
Session Three(Best Practices Improvement Tools and Approaches)
This product was funded by a grant awarded under the President’s High Growth Job Training Initiative as implemented by the U.S. Department of Labor’s Employment & Training Administration. The information contained in this product was created by a grantee organization and does not necessarily reflect the official position of the U.S. Department of
Labor. All references to non-governmental companies or organizations, their services, products, or resources are offered for informational purposes and should not be construed as an endorsement by the Department of Labor. This
product is copyrighted by the institution that created it and is intended for individual organizational, non-commercial use only.
2
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
3
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
7
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
8
Process Value Added Analysis Worksheet
Process Failpoint Analysis Matrix
Step # Process Step Ro
le 1
Ro
le 2
Ro
le 3
Ro
le 4
Ro
le 5
Ro
le 6
Ro
le 7
Ro
le 8
Ro
le 9
Ro
le 1
0
Ro
le 1
1
Ro
le 1
2
Ro
le 1
3
Ro
le 1
4
Ro
le 1
5
Ro
le 1
6
Ro
le 1
7
Ro
le 1
8
Ro
le 1
9
Ro
le 2
0
Va
lue
A
na
lys
is
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.