tqm 6 sigma temp let
TRANSCRIPT
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SIX SIGMA
Six sigma project for waiting time on transaction window of allied bank
HAFIZ ABDUL REHMAN
FAISAL
IFAT BATOOL
JUNAID ARSHAD
ISRA NAQVI ([email protected])
Due date:10/1/2013
mailto:[email protected]:[email protected]:[email protected]:[email protected] -
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PRAETOR DIAGRAM:
ROADMAPS
NO.OF customers
spend more than 15
minutes
Cumulative
Amount
Cumulative
Percentage
Monday 10 10 13%
Tuesday 13 23 30%
Wednesday 18 41 54%
Thursday 17 58 76%
Friday 18 76 100%
76
NO.OF customers spend more th 18 18 17 13 10
Percent 23.7 23.7 22.4 17.1 13.2
Cum % 23.7 47.4 69.7 86.8 100.0
ROADMAPS
m
onda
y
tuesda
y
th
ursday
wed
nesday
frid
ay
80
70
60
50
40
30
20
10
0
100
80
60
40
20
0NO.OFcustomersspend
moreth
Percent
Pareto Chart of ROADMAPS
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CRITICAL TO QUALITY:
DEVELOP PROJECT AND TEAM CHARTER:
The business case: the project is worth for saving time of customers as well as for the
organization and to maintain the goodwill and reputation of the organization. The present needs
of that project are to know about the causes and their affects upon the entire firm and we know
where improvement is required.
Project formulation:our project is based on the waiting time of customers on the transactionwindow of Allied bank. Mostly customers take 40 minutes on window due to the fact that theinformation window and transaction window is same.
Project scope: the scope of theproject is how to reduce the waiting time of the customers as
they can easily get the information and transactions.
Team members including role: isra naqvi, hafiz abdul rehman, junaid arshad, faisal and iffat
batool
Project plan: data collection, prepare histogram, praetor diagram, project charter,deliverables,SIPOC analysis, process flow chart
Project tollgates: critical to quality explain the critical to customer, process and their
compliance
Critical to customers Critical to process Critical to compliance
Behaviour of customers
Worth of time of customersLarge number of substitutes
for customers to move on
Timely service
AdministrationsFacilities
structure
Competitive advantage
BenchmarkStandards
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DELIVERABLES:
Define Measure Analyse Improve Control
Project charter
Flow chartBase line study
Identification of
y
Identification of
possible x:sCause & effect
diagram
praetor diagram
Quality function
deployment
Hopefully to be
made bycompany
Planned control
chartsReflection &
discussions
PROJECT CHARTER:
Business unit Bank Product/servicefamily
MBA
Name Telephone number/e-
mail
Sponsor
&process
owner
Farrukh iqbal Site or location Allied bank
limited
Project start
date
19-12-2012 Project target
completion date
Elements Description Charter
1.process impacted Reduce the waiting time
on transaction window
Customers
2.benefits for internal
/external customers
The most important
requirements for Bank to
maintain goodwill and
reputation to sustained
the competitive
advantage because the
bank falls in A+ ranking
Internal ---- bank
External---- customers
3.business case:
benefits to business
The project is worth for
saving the time ofcustomers as well as for
the organization and to
maintain the goodwill
and reputation of the
organization.
The present needs of that
project.Causes and their affects
upon the entire firm.
Improvements are
required.
4.purpose/problem
statement
The waiting time of
customers on transaction
Competitive pressure
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CAUSE AND EFFECT DIAGRAM:
Waiting time on transaction/
Informational window
window and how we
improve it
5.project scope The scope of theproject
is how to reduce the
waiting time on the
window and provide theconvenient way to
customers to get their
transactions and
information easily.
Bank
6.team member List of team members Isra naqvi, Hafiz abdul
rehman, Ifat batool,
Faisal and Junaid arshad
7.goals Baseline, goal for the
project, target for
improvement
Actual
value
goals Best
case
goal
Measurement Machine Material
ManagementMethodMan
Process
Man power
Material
Monitoring
Coordinating
Training
One window
for
information/
transaction
Behaviour
Habitual
skilled
Computer
Software
Cheques
Deposit slip
Mid hold slip
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IDENTIFY Y OR YS TO BE IMPROVED:
Y =waiting time of customers
Control
Input waiting time of customers on window
Noise
Control factors:
Combine windows for information and transaction Work load
Noise factors:
Patience level of customers Behaviour of employee competitive pressure
Process for reducing
waiting time
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SIPOC ANALYSIS:
suppliers inputs processes output customersAdvertisements
Promotions
Placements
Loyal customers
Employees
attitude and
behaviour
Waiting time
period from
entry door to
transaction
window
Transaction
Information
Existing
customers
New
customers
PROCESS FLOW CHART
Existing process flow chart
Entry to door
Proposed process flow chart
Entry to door
Information
window
Transaction
window
Window for information and
transaction
Process
complete
Process
complete
Process
complete
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DPMO:
Roadmap Total no of
customers
Customers who spend more than
15 minutes
DPMO
Monday
Tuesday
Wednesday
Thursday
Friday
30
30
30
30
30
10
13
18
17
18
333333.34
433333.34
600000
566667
600000
total 150 76 2533333.68
Average of
DPMO 506666.736
DPMO converted into SIX SIGMA
We converted DPMO into six sigma. And the value comes after converting it is 1.6.
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CONTROL CHARTS
I chart for Monday
28252219161310741
40
30
20
10
0
Observation
IndividualValue
_X=14.03
UC L=21.09
LCL=6.97
28252219161310741
20
15
10
5
0
Observation
MovingRange
__MR=2.66
UC L=8.68
LCL=0
1
1
1
1
1
11
11111111
1
1
1
I-MR Chart of waiting minutes
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I chart for Tuesday
28252219161310741
40
30
20
10
0
Observation
IndividualValue
_X=15
UC L=29.03
LCL=0.97
28252219161310741
30
20
10
0
Observation
MovingRange
__MR=5.28
UC L=17.24
LCL=0
1
1
1
1
I-MR Chart of waiting minutes
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I chart for Wednesday
28252219161310741
40
30
20
10
0
Observation
IndividualValue
_X=16.6
UC L=26.41
LCL=6.79
28252219161310741
20
15
10
5
0
Observation
MovingRange
__MR=3.69
UC L=12.06
LCL=0
1
1
1
1
1
1
11111111
1
I-MR Chart of waiting minutes
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I chart Thursday
28252219161310741
40
30
20
10
0
Observation
IndividualValue
_X=19.47
UC L=30.29
LCL=8.64
28252219161310741
15
10
5
0
Observation
MovingRange
__MR=4.07
UC L=13.29
LCL=0
11
1
11
11
1111111
I-MR Chart of waiting minutes
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I charts for Friday
28252219161310741
40
30
20
10
0
Observation
IndividualValue
_X=17.8
UC L=29.63
LCL=5.97
28252219161310741
16
12
8
4
0
Observation
MovingRange
__MR=4.45
UC L=14.53
LCL=0
111
1
11
111
1
1
1
I-MR Chart of waiting minutes
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C chart
54321
30
25
20
15
10
5
0
Sample
SampleCount
_C=15.2
UCL=26.90
LCL=3.50
C Chart of no of defects
Note:
Our data and bar charts all are in excel sheet 1, 2 and 3.