Post on 11-Jan-2016
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© 2006 MHTC, Inc.© 2006 MHTC, Inc.
Green Belt Certification
Chapter 6
Lean Six Sigma for Government Certification Series
Introduction to Continuous Process Improvement (CPI)
DMAIC (CONTINUED)
DMAIC in CPIControl
• Control Stage Objectives– Standardize new process procedures– Establish means to verify new process performance
• Detect deviation from specifications• Correct before impacting the customer• Prevent deviation from specifications• Verify gains in terms of time, quality and cost
– Document Lessons Learned
• Purpose– Complete the Project
• Return the improved process to owner• Ensure gains are achieved and maintained• Enable further improvement opportunities
DMAIC in CPIControl
• Control – Institutionalize Process
Change
• Standard Procedures
• Training
– Performance Measures
• Customer Focus
• Value Focus
• Output Focus
– Balanced Scorecard
• Customer Need
• Financial Performance
• Process Performance
• Growth & Learning
DMAIC in CPIControl
Process Control – Strategies
• Prevent/Reduce Errors
• Detect/Correct Errors Before the Customer is affected
– “An ounce of Prevention is worth a pound of cure”
DMAIC in CPIControl
Standardize and Control the Process Changes
– Standard Procedures
– Statistical Process Control
– Engineered Process Control
DMAIC in CPIControl
Standard Procedures (SOPs)
• Standardize the Process– Flowcharts – Decision Trees
• Divert Resources– Move personnel– Switch product lines
• Channel Orders by Type– Route certain customers – Express lanes
DMAIC in CPIControl
Statistical Process Control (SPC)
How does the characteristic vary over time?– A centerline, usually the
mathematical average of all the samples plotted.
– Upper and lower statistical control limits that define the constraints of common cause variations.
– Performance data plotted over time.
What causes the variation?– Common Cause Variation
– Special Cause Variation
DMAIC in CPIControl
• Engineered Process Control (EPC)– Automatically correct
deviation from specified course
– Example: Autopilot– What are examples of
EPC you use in your work environment?
– How does it help from a customer point of view add value to your process?
DMAIC in CPIControl
DMAIC in CPIControl
DMAIC in CPIControl
• Developing a Process Control Plan – The Shewhart cycle
• Late 1930s
– the Deming cycle
• Early 1950s
– Quality Control Environment
– PDCA
DMAIC in CPIControl
Plan-Do-Check-Act (PDCA)• Plan: Recognize an opportunity,
and plan the change.
• Do: Test the change.
• Check: Review the test, analyze the results and identify key learning points.
• Act: Take action based on what you learned in the check step.
DMAIC in CPIControl
• Components of a Process Control Plan – Establishing Process Characteristics
for Inputs, Process and Outputs
– Establish Specification
– Define Measurement Technique
– Define Sample Size
– Define Sample Frequency
– Define the Analytical Tool
– Establish Reaction Plan
DMAIC in CPIControl
Establishing Process Characteristics for
Inputs, Process and Outputs
• What are the CTQs/CTPs?
• Y = f(X) + ε
– Design of Experiments (DOE)
– Failure Mode and Effects Analysis (FMEA)
DMAIC in CPIControl
Establishing Process Characteristics for Inputs, Process and Outputs
– Inputs• Lead Time (How long does it take to get it?)• Cost (Are we getting what we pay for?)• Quality (Defects)
– Process• Cycle Time• Rework/Defects• Activity Cost
– Outputs• Customer Satisfaction (same store sales, returns,
complaints, attendance, etc.)• Unit Cost
DMAIC in CPIControl
• Establish Specification – Voice of the Customer (VOC)
– For Each Characteristic• What is Good & Bad?• Upper and Lower Control
Limits
– Example:
Wait time for teller service.
DMAIC in CPIControl
• Define Measurement Technique
• How will characteristic be measured?– Manually– Automatically
• Who will be responsible for the technique?
DMAIC in CPIControl
Define Sample Size
• How many measurements are required at each point in time?
• Statistically Significant
DMAIC in CPIControl
Define Sample Frequency
• How often should the sample be taken?– Continuous
– Incrementally
• Seconds
• Minutes
• Hours
• Daily
• Monthly
• Quarterly
• Annually
DMAIC in CPIControl
Define the Analytical Tool
• How are the measurements evaluated?
• Run Chart
• SPC Chart
• Alarm
DMAIC in CPIControl
• Establish Reaction Plan
• What do we do when the alarm goes off?
– Predetermined course of action.
– Who is notified?– When?
• Standing around doesn’t put the fire out.
• Well trained and disciplined firemen do.
DMAIC in CPIControl
Return Process to Owner/ Stakeholders
• The goal of the CPI team is to return the improved process to the owners.
• Critical Factors– Stakeholder Involvement– Training– Audit Plan– Bottom Line Results
DMAIC in CPIControl
Train Personnel
• New Technology
• New Methods
• New Process
• New Relationships
• New Culture
Change Management
DMAIC in CPIControl
Establish Internal Audit Plan
• Audits provide a method to routinely and periodically measure the overall performance of the process
• Address the attainment of chartered objectives
• Address the bottom-line
DMAIC in CPIControl
Measure the Bottom-Line
• Actual cost of the new process
• Implementation and operations
• Activity Based Costing
DMAIC in CPIControl
Closure and Recognition
The project cannot be closed and victory declared until all the paperwork is done.
Prepare a Project Report
DMAIC in CPIControl
Document Lessons Learned
• Project charter: introduce the project’s problem statement, objectives and plan.
• Summarize each stage of the DMAIC cycle: include objectives and results
• Appendices: raw data, analysis results and a timeline of the actual activities
• Expenditures required to implement the project, including lost capacity, material or labor.
• Cost savings received to date and projected for the next three years.
• The current status of the process and the control plan for the future.
• Recommendations: future projects, future project leaders and sponsors, based on lessons from this project.
DMAIC in CPIControl
Team Recognition
• Publicize– Successes
– Lessons Learned
• Financial Rewards
DMAIC in CPIControl
QUESTIONS
?
DMAIC in CPIControl
The Road Ahead