&IxI
Chapler 14 i : Xl
Six-sigma process quality
gr 0biectives
l i ) in ln! l rk l lh, ,s i \ s i f t rn,r , r f l rn) , r rh 1, , I f , l tss ( lLr . r l l l \ . ( \ l ) n i , i \ l r f li l is rn{ l \ \ 'h\ i l ( l . l i !crs hir th l ( !c ls, ,1 |cf l ( i fn,rn. , .Io . \ | l , r in lh{ s i \ s j l tnr i Lnrtr , !1!n.nl nr , ! l ( l l )Mr\ l ( ( l ) ( l i f f ,M.JsrLr. , r \ ru lvs, , , Inr I i \1. ( { ) . ln) l )Io s| l )w th fo l ( o l (1, \ i1trr { ,1 , , \ | r ' f inrr ls i . s i \ sLl tnr , rI i ) . \ f l , r in lh. bLr ik l i . l t b l ( ! ks, ,1 , r \ i \ s i l tnr i or | , rn i / , r l i ,n , rn( l .u l t r i1.' I i )sh(\ ! h, \ ! l , i .nsLrr ' lhr l in,rn. i , r l sLrf . ( \s() l sr \ s isnrn pf , , t r ' . tsl i ) , lcnrrnsl f . r l , lhe l inks h( l \ \ , r \1r s i \ \ r . r . r , l ( - )N1, Sl ' ( r r r l lhfl i l i ( - )Nl l ' \ f r l l (n.c N, l ( \ lc l i i
4.1 Introducl ion\ lotoroln, ofo oi lhr $o ( l 's l { 'J( l ing nrnrrr jn( l r f t rs nrrJ supplnfs {) lscmicorrdufn,rs nn( l c l ( \ t r ( ! r i f | ' . tLr i lnr f r t srsnrt ls h)r f i ! i l . r rd rni l it . r f ! - nppl i .ntnnrs, intn\ l r ( r t l i lx , ( r rcrpt (n s l r r r . t rn l r f , r , ,sr , |n/ i ru k)c hnnre t l r r f t , l i . r l r i l i t \ ' . r I ld r tur l ih oi t l t i r pr( ur is, nrJ.ut t r t r lu( tc!c lc t i rnes rnd e\pcn( l i lurc orr test / tupnir . Nlokrroin use( l t l r l t ( ) l l ( t r ilng st , r tcmr 'n i t i ) . ' \Pl , r ln:
Signr. is n sLr l isLic. l Lrni i of nro.surcfrenL lh. l d(scr ibts thc dlstr ibut i rJn . rbout lhe moan oi nn\ pf t rcess or prrcedure. A processor Proce.:torc th.1t c.1n achjeve pl'ls oL minrs Ji-r si{n,.r cJP.rbi1it,,c.ln be expected to hn|e n diect rnte oi no more tiun a i.'r\' p.lftsper million, even allowlng for some shiit in the rrein. ln stntisiicaltcrnrs, this .pproachcs :./o rdi,.ls.
xl1
IT 360 Slai ist ical Process Contfol
The approach r,r'as championed by Motorola,s chiefexecutive officer atthe time, Bob Calvin, to help improve compeiitiveness. The six-sigmaapproach became n'idely publicized when Motorota won thc-Ustsaldrige National QualityA\^'ard in 1988.Oiher early adopters included Altjed Signal, Honeywel, ABB, Kodakand Polaroid These werc followed by Johnson and Jolmson and perhapsmost famously Ceneral Electric (CE) undcr rhe ladership oflaci Welch.SirsiSmr is a disciplined approach for improvinS performance byrocusinSon producjng better products and se ices faster and cheapeiThe emphasisis oll improving rhe capability of processcs through iig,orous datn gathering, analvsis and action, and:r, cnhancing value for the custome''r climmating costs which add no vatue (waste).Unlikc simple cost-cuttinB programmes six,sigma dcli!.ers cost savingswhilst retaining or even improving value to the customers.
317,310133 61245 s00
270063.068
0.5700.002
I t i
.ifi
LSI
Sin:r l .
Why six-s igma?L
0In a proct'ss in which th characteristic oI intefest is a variablc, defecisare usually defined ls ihe vntues whjch fau outsidc the specificationlimits (LSL-USL). Asslrming and usins a normat distributio;of the varrable, thc percentage and/or parts per million defecis can be found(Atpendi\ q or lb l 14 t , . F,,rc\rmp.e. in a Lentrcd Frnrc,s wirh a.FLcrh( 'dl i r . r
-ct dl t 1^ lhcrc w. ' l bc U.27 pcr cenr or 2700DDmJef( c i . . Tl i : may be rcfcrr . d to d- nn un\hi t ted : . r . iema pr. ,ces- j , ;ndr l-u qual i ry.al lcd : l
- i {mr gur.rry . h) dn un jhrf ted :r . , r8m.r procL*. .the specification range is; . 6d and it produces only 0.002pprndefects.
t Tabl6 14.1 Pefcentage ol the popu alion ns d and outside the intervali 1 d ol a normal pop!lation, with ppfit
Thrppr
lnlorual % InsidoInlerual
0ulsldr th6 spoc,Inloryalppm
oulslde oach Intorual (ta )
% ppm
caP
, !156i :2oi :3a
, !45dt l5di :6o
68.2786.6495 4599.7399.9936799.99932s9 99994399 9999998
15 8656.68062.2750 1350 003150.000340.00002850.0000001
66,80622 750
1350
0.2850.001
Thi
xti: I I1r r i | ' r .L i ! r
r . r l i :11j1
i \ ( l i l l r ( r l i i th( . re.r r \orLl . l r t \ ! . \ , , r Lt j ( i ! rLf , i i r t j i ( ! ( \ . , . . , ,1rr t Lr i ( .I i r ( . , r r r i \ , j I ! I , | \ \ \ ( , I , r r t l I f ( ! r r i I , j i l , ' l l r , r \ . r |1. r l t r r . ( ( ,n l r ( i r i t l . . . t ! .L ( i r r t f r s() | ! . : t r i l l j r r l l r l . r ( \ r \ . n l . . l j c( . \ t \ ! t t \ t t L,Lrn. ! . r ( ,1r ., r f (1 i l r ( \ l f r i \ ( \ : 1n,)r I , ) \ r t \Lf i t ) r i .Lt) \ l t r | \ t ! ! l . j l , , | l r j r l . .
\ l r 1, , ' : t \J r . j . , . \ t l t r , r j r r / l r . / .1r | r r r r j j , . , I rL,r
a";.."" ";; $
LSL
Slrort lenn proc.ss wklh 6Desrgn roteranc.
F'urre 14 I lli l
l l r ( l , t , r 'L l ( . lLt : l r r ( \ L,((r l , \ \1, ,1, , r : r i r , \1t , ,1tr1, . . . , r ( t l ! . .1| j j , , Lt !t ) t ) r ) i L i , , r : , ( l t t r I ) : t r \ l rL,rLr | r r l l . \ \ l r i , L.r ) ! , r t r i . r r l \ t l rL!r j t r ( ., r i ' i , r L i r . . I I j L ) L | | i L j I I i ' r l . r
' lL. I I i t , , r t t r ( L. \ j r t . t , r t \ , , | j r t r tL ( lr ' ) 1, ' rL\ \n, r , . r r ' r . r \ , j , r r j r , j l l t t r \L! t l , i , ! i , r . t r i l ,n, , 1 ! LtL. (1 1, . rL( \ \ i l l t i l l , t ' , r I l r r l l r , I r I . I I I t ) r I L . t t . j ._, : r ! i i tLr t , (Sr i ) i , I l \ , L l i ( ( l i r . (Lf , r l t t ' , r t . i , r j r r , r ! r - : \ \ Ltr , j l , t rL,- : I i l t , l
! , \ ] l . r i , . r ] i ) f i , , , j
r l . rn, .sLr.r l , t , r )r l . I l | ) r j l
l ,1tL, , , , l l : l \ l r , ) \ \ : l l rL. l ( , \ ( .1\ t ) r I I I , ( , \ , , r j I I . , IL, , , \ ( i : \ iL\ r r , |1 j \ , j I t ,n), ' r \ i r r r . , t , i r ( - . \ lL) , r , , \ i t | r r 1, , , ! ( \ . . . n Ltr i : . r .nr , r r t \ \L\ l' , i I J l r i . . . . r lL|( . . r ( i t r . . ( ) t , \ i ( iLr , t r r , r i t rL. , , , , i r , ) i ( rqIrL-. f r l , i rL- . , .t , r l , . r l , r r \ I /11 ry ' ,LrL, ! . ( . ,1
o lL i r r i i r t i r ( r ' \ r , j r ( / r / , lI \ [ ] rn, i I , i \L\ : L I ( r r l l
l r \ ( , r ( I !L i (L) I I i | , , I f , I I \ . ! r i t rn,r t ! , f r t , r r i r . r r , , , r , . , i , , t r i r i , r t r t ( . l - '
6
&I 362 Slat lst ical Process Conlro
E roo6E 10
Srqmafi0urc 14.2 Iheette.iot fc106mO siqrna .iDab I ty on pp,n dlre.llelcs
Table 14.2 Comparatve Storna perlormance
Siqma
\ t ,i f
D
Parts per mil l ionoul ol specit ication
Percentage oulol specilicalion
Comparative posil ion
5
2l
34233
621066,807
308 53/690.000
0 000340 02330 621ri 6807
30 853769
lr0usrry averageLa!grnq irdusiry nandards
0ul oi brsinessl
l . l
I ' . " . . ' " " : , : . ;n, , r . . r f . , t . r i r ! . , , , . . , r . , , , r , r r t ) , . ( .1.\ | M' ' r ' ,11, l , i ih i \ i fL luJr.J In i t t r , , r j . i , i r t r , t l i r
: : t I : I . . " J, , , , ,n,n, ,d. , , ' : i : l l l ; : i i ; i , l l , l : ' ; , l i i l ,J:r . . r r - r , 'nr . - , r fn, . r ' . . , , i , r r , l r inr . r1. t r . l i . \ r . r ! . , r t ILr , ,J,rn 1, , , \ . .marr, r r , l i \_Ll , . , l Q\ , r , : . , I . / . r t , r r r , rUr.q. . . r l r . r . . r , ,m,.r . . r , i r , " . , r , .r r r . r l l In . r \ . i l l l .c l - rFirn . . . , , ( , r rD, r . . t , . ( rU.r l i . r (
. r r r , i r t , , r . , _, . r . i in.r t rn ' r ,pronrotj(n, rijjofolrs measuremcnt.rfd rf!,ji,w of thc various qr.raiihlsvstcms/progranrmes ro fr.ititn l(, nchic!,enr(,nt of the policr-.
!I 14.2 The six-sigma improvemenl modelll:" "1: l'': u-o^l."ntat phascs or st.lrcs h apptvjns rhc six_sisma, l 'nr , , ! .1. , ' in-pn.\ i ,q p. . r i , rm.,r , , i r . r I , r .o, ,* . u, . r rn. . \4Fn-ure
,v. t . { ' , u|r l ,d i , r D-n r ' l j . - or iCi | ldt f t .J. . Do ( t rF, t A. l t , tD( \ /
3dR163 810 ppm)
(3.4 ppn)
S x-si !ma process quat i ly 363
(Figu( I1.3). ln the six sigmd approich, DMArC pfolidcs a breakthroughstratcgy a'r.1 disciplined mcthods of using rig(,rous d,rta gathcrnrg and
xI
: F i0rro14.3 Their somamorovemenrmode DMAc
sl . r t is t i .n l lv bnsfd nn,r l ) s is k, ic l .nt i f ! soufcfs of ( , r rors.nrd i ! . rvs of . t in lin i t ing thcm. l t h.rs Lr. f (nnc in.r( ' . rs ing y.()nrnr(rr in s,) c.r Icd ,s i \ s ignr.rorgini , /ntnnrs ' , nn pc()ph' h) r . l ( , r to ' t )MAtC lhr t ( , . ts, . I .h.sf f t \otvfifound th thffo r rjr n. strir t(,gifs lor pftttss(,s !\a, hiv(, nx,i in lhis Llrok:
ll1r(r.ss (l('sign/r. dcstgr)'
r ( t r .ss nr inn, jenrfnrI'ro.ess j t r()!lnfrt
k, bf ing . rb{)ul r , rPid t )o l ionr l inc r fh i ( , !cIr l r ts.' I ib l t ' I ,1.3 shows thr.out l ine of thc t )MAtC srfps ind I i i l } r rcsla.1(r ' ) ( r , ) g ive t | t dohi l in pfoc(,ss.h(, !Rn f fonr ror c:r .h or the str t )s.
' Table 14.3 The D[,4AlC sleps
Defi e lhe scope and goa s of the mproverjlent prolecl in terms ol cuslomerrequrrments aId tl]e process lhal de vers these requiremenls tnprts0ulputs, controls and resources.[rleasure lhe cuffent process periormance nput output and process afdcalculate lhe shod- and longeFlerm process capab/ ly ure srqma va ueAnayse the oap between lhe currefl afd des red perfo|nance pr/ortzeproblemsand denliiy root causes of prob ems Benchnrark nq the process outputs, producls 0r servtces agarnsl recogn zed benchmark standards oi perforrnance mayaso be carred oul.Generateihe mprovemenl solulions lo ltx the problems and prevenl lhem fromreoccurr|ng s0 thatthe requ red I nanc aland olhef performance goals are melThis phase involves irnplemenl n0 lhe ifitproved process n a way that holds theqains' Slandards ol operalion wit be documented in systems such as 1509000afd siandards ol performance !! [ be established using techniques such asstalist cal process conirol(SPC)
*{X 3Fl Sl i t t sr . r t r i .Fr ! f tnrr o
Frqrre 14 41a) , i r LI
Fi0r.e 14 4lh) , r l . r l i r f , r t l I I , l , . t ,
5 I \ q[ . prrr r ]sr t i I l , ,1t i5r!&
t l)n\
1
tuqtrrc l4 4ld) I
i r : i ! 14.3 Six-s igma and the r0le 0f Design 0fr Experimentsl ) , .s i t tn, , r l r \ f ( , inr( . |1. ( l ) t ) l ) f , i \ Lt t \ j , rL. lh( \ t \ iL) j lL\L nrr , r , r ( t ( l ) l lf r , / I l l t I r ( f r . i rorni i l r \ ( . ( j r , r | ( \ { \ \ . p i r l rLr . r . r i . r . ( ) r s() ! l r ( jn i l
xa 366 Stat istrcai Process Controi
:t".:11- t -"
'
Fr0urc la.4(d) dnro Coittus .recLrrp llD sotLn of
lninilr
i f
t l f , r !vs h. . r ! i lv orr sr , r l is t i { , r t r ( \Jrni( tu.s, su.h ns k,s is ot \ i } in i f j . . rnr , , ,. 'n.rrvsLs ol ! . ' r i . rncc (AN()\ ) , forrct .1 i iorr , s imptc ( t in( , . r f ) ( ,gf i .ssiorr rn( l, f , , l t ip l . rur f t .ss(nr. As w. t rnve sccn in Chrprfr t3 ( nrguci i i nxlhor ls) ,l )o l i Uscs 'c ' \ t ic f i r r fn ls ' h, t { rnm .r t roui ih. t r fh:rvn)ur of pn ucts ( ; fpR)c($.s Urr( l ( r \ . r ry ing .ond i i rnrs, . rnd . r Iows pt . rnnjnB anJ control( t ! . r r i rb lc5 r luf i Ig nn ( , f f ic l ( 'n i nLrnrbf r of r \p( , r im(,nts.I ) ( \ ign of t lxpryinfrr t \ sIpports s ix s iSmn .pp| l , rchcs jn rhc
Assessi '19' \ { ) i re oi rhe Cust(Dr( , r ,syst . ,ms h) f in i l th. bcst (ombin-i l ron ot
'nf thr)ds h) pf t rduc.,v i t id p()cess r i , (dbrfk.^ssr issrng i , r (k)rs kJ isot . ic t l ro, ! i t . r l , f rx) l .nusc of pf t )btcms ofPi l ( r t i fg or tcst i |H corrbini tnnrs of |ossi t r tc solur io l rs to f inct opt im. lImPro\'.inr(Il t shr tcgliis.
. E!.tlu.rtnrg frocluct or scrvicc clesigns to iclentifi, potcnti.ll Problcmsind rril ucc d.fe.ts, Con.luctin8 cxpcrimenis in scrvicc on\.ironmcnrs r)ften rhro[gh
'rc.r1-$'orld tcsts.
The b.lsic steps in LloE aftr:
, l.lcftify the factors to be e\..luatcd.' Dcf i l le thc ' le\ .c ls 'of thc facbrs to hc tested.
is ,
" :
ln
r l )'h
Sil
TT
Srx-s 0ma process qra iy 36/ $, Cft ,n ie ai1 nrra\ of e\p(,r imc,nrn1 conr l r tn.r t ior ls.
. . rJ, . r In, - . l . ,nr , r ' . I , . . . r , t , . t h. . , i t r . t , , i r . t r , , r .
t \ . r unlc thr r t .u lc. l iJ . ( rnr t r , , , ,n\
In idort i f r Lng ihf t i ( tors k) bc rv. lLrr t rd, rnrpofr . rnt c( , rs jc lcr . t ionsrr .udI whni voLr $,rnt k) t f . r rn f r ( )nr thc c\p(, f jmcnts nn( l $.hi lt lx l ikc lv j r r f l ! rnccs
. r ( , on rhc pn\r ,ss, f r \ lu( t or s.ry i . f Ast . r . t {x-s rr . s( l ( r ( d i i is inrp()(nrrr to l r . t incf th( , bcnei j r ot otr l , r i f r r rg.rddr l , ) r r . r l { l . r t . r l r \ t ( ,s i i fg nrt) tu, f . r . rors \ . r th r t r t , i Icrr . . r r r t cr ,* l . r r r , icorfPlc\ i t \ r
Whcrr t le i in in l t lh( ' l r \ r , ls { ) f th. j . r (h,rs, i r r f { rs lh.h()r f , .Lnrr in, t th.rr' r . . ,1 , r , . r ' r . . r .1, I t , , , . t , , . . , , . , r i . . t r . . . , \ t , , . , i , ,1r . r . , 1, ' i l r ' r '
' , ,1. \ . . . I . l I I r l . . . , I i t , . La", . , . r I . . , . r , I .r"
' r r , \ ,1. . r r . t
" r . . r
. t r . . , r . . r . t , , r ,
rn i \ L\ , .uIr ine( l r l dr lv r i iL, lNcts (D/,() tJ t \pei f i t i ( . r t ( , \ . rn( l . r rc
rr , r l l f i ( I t in i (J rns ( , f f \ |cr i I r .nt . rL i t r r
i \h, f r r l . r l ing l i r ( . . rD.,r \ 1, t , , \pcf inrrnl , r t .o|( l i t i ( ) |s, . r \1) i { l l ] l , ,or ] f
l r .1o, r l . ' l inr" ( ( ) l i i \ ' t ) IPf f ( [ , h wtn, l . r . r r h \ r f ] r t j . is l { , ! {c( t ins()1, ' t r ( i r r . l ) ( ) l i is L, . rs.( l ( ) | . \n l r tn i i i i t , r r . rvs rJ l ( ( ! r ( t i t i ( ! r \ n, , ) l r t r i f11fr l .sf |1,) l r \e ( l , r l . r i ( ) r . r l l i i . t , r ! . n)ssi t r t , .
. ( rntr j | l . r l iofs. , rn L,e l t ( jx , l, r l ( \ l t r ! ! l , r ls t i t . r l s l ) \ . r r . r (x, ls () f J(rr f ( t iJr t , ) l rk,r , l lx , i r rs. , r \ ( , i ( islLrvrnJt i (J lcsi . \ ( f r f ( ) \ \ i l ' t . |c l | | l . r t iofi ! hfr . , , r i ( lu. i r j t the c\P.r i l r f (s, l t t t rcs. f iL) , r l .o,rr t i t jons sh(rr t { l t )c. ' . l i r " , . l ' . , l ' r . l ' , ' . r ' , t t , \ , , .11. , t . r : , , t , r . r | . | , | , . | , 1 I | , , | . , | . r t t r ., . , i I i t \ t ) . . I r i f r . ) t | \ r t r \ .
r , " .
I l_ l r . r . . r l r , r , . . . r r r , , . t " . ,$,- . , , , r , . ,1 , , , I ) , ,1 , r | , , . r . . r . , l , . , , \ \ ,
' \ \ . , , . r . , , , . 1, t , . , , . . . r , . . r . . , . . ,( snir l i . r l . l r ronI lhc c\p(. f inrentnt J.r t i \ ( )nr . . te. , . . ,n,"
"o , , , , , r " 1, .
" . . , , t_i l r lor t l i , (Dr i r rg, bLr l n( l ( l i t ( )n.r t , tLrrst( , rs,r lnv.rr i5. th.r l |1\ l t iR. . r r t ( l_rr(D, e\Por
" ' , f t \
x 14.4 Building a six-sigma 0rganizal i0nI and cultureSia sigma .tppft)tr.lros qucstion mirn,r .sp.,ds of trus ness, in.tucling iisorgnnrl . t jon .nd rhe cul iufes crcatrd. thc go.r l or mo* conmeii ;alorgnni/at ions is n) nrakc moncl throlgh thc pfoduct j(nr of s i teal j l ( ,
?a 308 Slal s l ca I r ofess Co r l r o
S(! t r ls or s.r \ i ( rs rrr(1. i r r nr , rn\ , l t r , t ruJi l ionnl nr . . rs!r .s ({ \ l i fc. - , . . . r r \ . , r t , . . ._ i r ' r t
.
, . . . t \ , , . , , t , , r . t . . . , ,1. . . r . r r . . . t r . . . . , .r
-
r i , t . . . , , , j \ , . , , . r . t . . r I i . .h r , , { , , r , l . t . ,g. l \ l r , r r r t r r j ( . r \ |n,s l lcrr , r , , rhrorghPLrr r f f isLrr ,s nrnv (rNl . $1)fkl f f roSr 'ssrn( l r i r j rs l r . r lg(r !J! i r j \crr l , , r \ r t rLr \ ( t f . r i f ingt t r t ls r ( , \stn, . rch,r f r l s{ , rL i f ! , , j f i t . r1. t r , . r r1, ,Lrpr,rnr,L. , r rcrsIr(( tc, j r !h( j r r l , , l i fI rA r ! r ] . t Jrr l h{ t r \ l ( i I l Isr n,
\ , \ c j t r i . , ( ! t i r r / , i l i t r r \ l ( r Lr ! { i , , :
In( l , ,s l . | r ( l r rg t l r , (L, ! t t ,h i . i5 f ( \ tL, j r ( , r j r (1,rs;i {Lrr I i I \ i I I I I . j i I ! | l , r . r \ I l t , , , j ( r ) r ( , , ( r r ( r l | , ( ! ( ,sr , .sIr , j t f i t ( t \ , j l | , . 1()t l ! r \ | r i t ( ( f I r r I | ( ,L is t r i r ln\ . r jn j r t l i \ i t t , r r r 1. ,
" ' '
1, ' , , .ht , rg \ ( f \ r ,st \ ' r ' i \1. t , ' (1, . I r l f , ;l . i \ i r t I r r r i , ,g. | r ( , ) t , i I l . r ( r , . r t 1 . r i , r, ' l , r , , i r i r1t , i r t \ t . I rL i r r r ! r \ rL l l . . . l , (Jt t j
r f ( r , r f t , , r ' I f , ' l ( nr t , i r i ( \ .r l . i r , r \ , I r l ( . \ l ( , r r , r lv
rL h\ s i , j r ( lL r l 1\ , [ ] ( l , l i , , I | . j i , . \ . l r , r t i , j , j i I f f , ! .s \ \ t \ . r \ . | , ( \L.cs(r , r t rL \ r r .$f( t , r . , r L t
'
,
'
L i r ( j t l r ( t ( . t \ !k l ( . .1 ( \ ( , |1. , . r r ( t . $ i r l r ( , , ! I ( \ ( , I l
r L, t r ! .1 l t , \ , r f r , ) t i (nr . \ , r f i r l r ( in. j (Lr i r j jLr t , r l .s i r t t j . r t r r \ t rLr l l r ! l r ( t ( j ln, \ r ( t , ln\ . Ist( ,1 t ] rc.r ' \ . . I ( l j : r l t1] \ rst t r , rL j r j , , : r t r | \ j rL,s\( \ ( I \ , f , rL( .\ i , j ,L\ \ l r ( r ' \ ' is , \ ' , l t r ( . t . | r ( l I \ jqn),r t , . \L. t r \ r l l r ic t ( . \L. t ( ) j l ) ( . r1,) i Ir , r ( . . L l ! nrr ( , ) \ t ( ,1 ( l l . L\ i \ , r t ! , ! i t . j . l t ) l r j ( . I t ( , t \ . r t . , f , . \ f I r ( .( , )" f . 'n i , \ l l r , r l , r l ( , f t , , . . i \ \ ! , r j . r \1, , ,1( ,1t \ , r I n. , r ( l v r . , j ( t r t t r .5: ignr,r ( \ . l , I r l , r \ lL i ( ( . l t r ( , ( t ,sr , i t \ lL i , r l i t \ t , , t1) t ! , r ( ( . .1() i , , r t , .s r( , \, , l l r f , r ( l r . r I l , r t ( I rL h.r f , r r r , l i ( j t j r r I j , \ ( , t0 : i \ ( r r j I j . r l r . r j ( ) I , I .. , , i ( l l f ( . , LLrr l L(Al i ) l , lLr . r l \ t , j l ( " , , j rn,rr()r n.rr j I r
' , r ) f ( , f \ i , j r I l t . I j r I t { \ l s j \ : i1tr , i r ct f , r l ( . r i ( \ l j \ , j r \ , .
, ,1, 1r . r . , . , . . , , r . r t . t l ,$ hr, l ( | f r t , rn i / , j t r ( ! r t r , r i r r rn! ;fnt . ( I n.r( \ t r r ! ' t ( ! ) r , ' f r t r | , r l \ \ 5.nj t ) ( \ ( . f jL! l r " ( . ih( \ ls r r r t l t r j ls i ( ) r i rn l , t ( ,nr( . r j r , r r ! r ;
r i . . r ! ! f ( nr(1r l r ) t l i . n. i r l t \ , | ( ,J i ts( ( ' r l | | j tLr l | \ i L jL l l ]. ( i f1, ( i . l r ( l \L,st , r rn( \ l l r f r \ . rn(rr l
( ) r r . l r i t l r l \ t ' , t , lk i / ( \ | . r : f ( \ I ( ) l lh( . , \ \ i l , j r . r nr t^. IkJrt . rn\ \ j , r \ i ts, r f t ) l rL i l iof I r .onr lJ.rrrr \ sLr( t r . r \ (n.nrf . r t Ic( t r iL (( ,J.) , NI( , (orot . r ,\ l l i f ( lSi i t f , r l r r r l ( , t ( , r I l . r l i r ) lL, f ( I r . , is t t r ( , r \ t . r t , l ishfx 'n l { ) r l ) r rn.ssrf l In\( ,nx1' lc\p(ns, lu0rrr ra ionslr . rs l \ t . r \ t f f tJ l . rc l ik , l ts . , . tJtd.klJr ' l ts ar ' t i rcen l l t . l ts . In.r l r l i t i tD n, fhrst r I . . t . r t r f r : f ! , t . r t f . t .h(r f | , ,l . f \ . r \ l ro f r f r { )11r] thf t r . r in i , jg, l ( , . rd t { , , rnrs Jrr l do t l ) ( , inrpr\1Jne )r \ ,
xTS x-si0ma process qual ty 369
:: other rolcs s,hich thc or$.niration may consider depending on the.:r .usr lcss with which thcy aLloFi the l ix-sigma cl is. jp l ine. Thesi '
I crdership Croup or Council/Steerhg Commjtteesponsors and/or Champions/l']roccss Orncrsinrplement.rtion Leaders or Uifcctors oftcn lVastL'f Lllack tlcltssi\-sigm.r Coaches Masier BLrck B.'1ts or tll.rck UcltsIi.nr Le.rders or Prcjeci l,enders Lllnck Dclts or Crocn LlcltsI i am N{fnrbers usLrnl lv L: feen Bel ts
\ l , rny of thL'sr tc ' rnrs v! i l l bc fnmi Lrr t rnn IQM anLl (ont inuousIpro, ! ( r r1cni a. t i ! i t ios. Thc' l l l . rck Bel ts ' ref l ( r t ihc f i f . lv honrd ski i l
. r fd di \c ip l inc r \sof i . rhd t r i th thc s ix 's l$mr i fpR)i .h(s nnd l fch, , r tocs. l hc di f f (J ' ( r t lc ! . is of ( ; r . . f , l l l i .k Ind M.sh r l l l . r t k l l ( l ts rcc, ,sni / i ' ih( ' dopth of t r r i r r ing nnd c\Pcrt isc.
\1.rhrf s lx s i , j ' rLr pr '1)gfnnrnes, su. l r i \ r i ( ; l i , J{ ,hns(nr & J{)hns(nr . rnd\J l i r t l Signal , lure r l \ rut I p. f r .nt { ) l Ih. srrk l i ) rcc rs l { r l l l inre lJ lnckln l ts. l | t R is tYPklr l ly (nr( , Misl . f l l l r fk l l ( l l lo evrry l (n lJ l . rck In l isr t r ib()ut (n, t ,J. !cry l { l (10 , nr f l , rvccs A l l l , rck l l ( l i l \ ,1) ic.r l lV o!(rs.es/.onrt l ( t .s 5 7 t f , ) i ( \1s p.r v. , r ' , r !h ich in k\ l by(; f . fn l l ( l iswh()rrrrr() t cr lpk)vf( l lu l l - l im (nr s i \ s l l tnr , r Pf i ) t ,1 ls ( l : iq0f( 1.1 5)
I F iouE1'1.5 Asr sOmi comDany
The leiding exponents of six sigma have spent millbns of dollrB ontr.ining and support. Typlcal six sigma triinjng content is shown onfagc 372.
&I 370 Stal s l ca Process Contro
, 14.5 Ensuring the f inancial success 0l six-sigma
r ploieclsSix sigma approaches arc not looking for incfemcnial or ,virtu,rl,improlcments, bLrt brcakthroughs. This is where si\-siilma has thepotcniial to outpcrf(r.rn other improvement initintives. An jntrinsicpart ol implementaibn is to connect impro|emeni to bortom-tinc bcnc-lits and projects should not be startcd unl,ss ihey plan kr detiver sig-nificanil! k) ihe bottom liri{
Estjm.rk,d cost savings !.ry from projecr b projcct, but reporied n,vcr-.rgc resl,lts rnntc from $l50,u0(l n) $250,00u pcr pft'ject, 1^,hich rypic: yl.rst,l months. lhc r\{ r.ge Ulack Bclr will gcncr.rtc $600,000 51,2s0,000,bcnef i is per annum, and largc su! inss nre clain]( t by the hadifg cxpo-nents () f s i \ -s igmn. For cxamplc, ( l I h is claimcd rcturns of g I 2 bi t t ionfron] i ts invcstmcnt of $-15{)nr.
Weekl-Def ineand
Six-signr i o!cr! icw.rnclth( ' I )MAIC f tLrLlmnpI'rocess
'n.ppinHQu.r l i ty fun.t ion
r-di [rn m(de. ind
Orgarizntnr laluffectiv(rness conccpis,
- B.sic stntistics a11dLrsc of Excel/Mini tabI'rocess capnbiliiy
svstcms annlysrs
Week 2 - Analyse- Statistical thinking
Hvpothesis tcsting andconfidenc!' in i.^rva 1sCorrelatn analysisMulUvadatc anclregression analvsis
, Week 3 -
lmproveAnnlvsis of vnr inncfI)osign of crperimcnts. l - .chJr i . r l ( xP|r inr. 'n is, l j r . rct l (n1nl t ictor i r ls' lJ.rl:rn.cLl block d0si,ln, I
tt'xS x s lqnra process quat ty 3i1
Linking strategic 0bject ives wi th measurementof s ix -s igma p ro Je c1ssi \ 's ignrn proic. t sr l rct ion tnkcs on di f fcrcnr fnccs i r r d i f i i rc | t ( ,Ern-iz l t i (Ds. \ rvtr ik ' thc oler.r l l g( [ l of . rnr s i \ s isrni pf t rJo. t shoLrtd bc roimpro\ ' ( 'c( |shnn.r resul ts.rnJ business f t rsulrs, som(. pr1, i ( , . rs rv1| n\1rs()n pf tx lu. t i ( 'n/scf \ icc d( ' l iv . rv processcs, l fd oth. . rs r ! i 1(J.os ( j fL,us ness/.onrnr.r , i r l t roccss.s $ 'h i rhc\ . r th( , f i ( , , , r tJ s i r -s ignr. pr tst( cts mrsi M l j , rkcJ t ( i thr h ighcst .vf ls ol stnl i .gv in rhf ( rg i f tT,r t i (nr, r r ( l be jn dj f t ' . t suf | , , f I , t stc{ i i i ( h|s i f .ss r)bJ(\ r i ! . \ thf t r r t ( r t5sfk! kai r ( ) jDrpr l \1 bIs inoss l ) . f lofnr.rn. f Inust h. , rArc.{ l ufor L)rhoi l r th. bLr\ infs\ inr l op( r i r t iorrr l l { , r (Jcrship. i f ( i s , )nrc(n, rnusr L,cnssign(tJ { ,J i r ! \ ' l ] ' r , l ) . , r ' iJ1|rrLr l )k l i ) f rhc I r f ( ,J( \ . rs, is i f ( l l . rs st)nr(1 ' r ( ,
l r l l r ( L)Lrsi f , \ \ J i \ ' f l , l jn) l ( . ts shoLr l ( l h. s, l ( . l r ( l t , , rs(11 (rr r t i . or) l . rnr1,)r i , ! ) s st f , r l , , i l i { r ( , i r ls . r j r {J ( l , rc( t r r r Sp(! r lk proi( t ls sh(, I l ( l l \ , , ) jDx! l, ' l inr l ) ( \ i r l sr(h th i r j |5 .s cUsl{ , r r r (J. r 's ! l ls , r j t r r vnlu. . r ( t { j , gr( \ \ th.(()s i
. r )LI ( . rsJr l l (D!. At rhr 0 l r r , f , r t j r r )s i . \ ( , t , \ i \ s ig l r , r fnJl( \ ts shr)Lr i r l' l i l l l i ( t ( ) t ] l ,^ f r . r l l s l , . . rk, ! i .1tJ,r l r . I r i { l i , r , ! l i ( ! r t rut ( i j r . ( r t \ i . \ ( ) l \ { .l , | , ' , , t . r . r i , r ' . ' l
' , . r , . , . , , n. , t . |1. .J, . t . . , t t , t , , r , , ,1 . , . . , , t I
l , \ ' ( 's ( r r L, _v (4\ ' r . i i , ! r . r l . I r ( l t r . l j l i { , r l I r , l , l f I js th,r l t int t , ) \ t r . r t { , r t , (
r f , , rJs . r l l rnr l , \ t i \ ( \ .
Whcn i l . ( !ncs lo s. l ( \ . t i Ig s j \ s i t ' I , r I r1) l f { l r , ke\ ( lU(,st i ( )ns \ \ , t r ( l rr" ' rs l l )c,r(1{ l | r s\r , (1 in( . lU! l ( ,
W l i . r l is lhr ' , i . r tL . , i l I l r f f r , lcL ls t r ( , ing ( (nrstr t0 t ( t?!Vhnl is lh( sL r) l t , ' l l l j f l ) r ) t ( \ . ls b( . inL . ( ! rst{ l r f r ( t?I l , 'w rLrn\ f f t , i ( r ' ls s l i ( ,u l ( l bc iJ.rr l i , i ( . ( l 'W h. ' l rn, th( . ( | i l ( r i , r J() , sf l ( \ t in i ] pfot( , . rs llVhi l t \ p.s,) l r .sLr l ts nrnv b(. c\p.( l , \ t l fo, , r s, \ s, i jJ I , r f f ( ) l f , rs.
l l ( ) l ( !1 scle, l ! r r (nI r ' l \ or j r ' r , j l ) ( l (^ !n () i ,1,(nl( , r r Uf . rP|rR,. i ,h th)p-{ l , rw ,rppro. t r l r . ( ! rs i (1es.r (o l r f , r r r i s I r , r lor L)usin{.ss isnrfs. r joLtc. t r \ tsnnr l t lxrrrssi l t r rs.r(hJnrprrr n srrr j r ! .nr , l l r , rgef nr(Nt r IcLr( ! tbv th$c bu' i fe. , issLrrs h ' br( \ rdt \ , ( l .J i ( , rh( . Lnrpf(r !1. f r r r r i ( ) l j l t ,er-i \ { s, rst lb l ish peft{ ! nr . rn.e rnc,rs! 11,s, . r f ( t pR,p, ,sc s l r . r ( ,gr . i rnpf(^ r .ntrr t t fo le. ts i { i th sP.ci f ic ant l nrc.rsurahl t , gr . r ts lh.r t . i . M Dtr in Ig i !cn l i | r l r pcr io. l f , ( ) l l )h i r rgrhis, terrnsi( l ( ,nr i f \p()crss.s,rn. l . r i t ic . r lto Llunl i i \ ' .h.r i rctef is i i .s , r ( )nclu. t process brscl in ing , I r11 iL lcnt i ryoppoftuniti(s f(Jr trnf.ovcm.nt. This is rhc irvoLrr.{t.rpp,l).r.h rfd th.b.sLrn! h) i l ign ' lor . r l iz . 'c l businss r1(,ds \ ! j rh ct i rpr fu ie gor ls.\h,r . l , . , , . , r ' i r ! 1, F, , t , , .n,1, t \ t , f . . , | , , r . r . . .Jt t 11.r . , , , . . t -" ' , ! .e- . l , J l \ . . ' . , r , , r tsr .1rr ,1. . r . , , , . , . r r" r . , r - . , t , . . I , i , r 1.1, , t , . , r
-
Xt 372 stat ist icat process Conirol
rcsol|e spc\iric quality probli,ms or improve proccss fl v. Thes pr(!j( cLs should bc conslrjcreLi as '.n1as or opPo.hrnitics fof impl.(^,em;rrt,,ns the' c1o nr)t al$..r,vs tii \\,ell $ith th.'compin\,'s srratlrgi. blrsnrcssSr)als. For c\inrple, managers m.rv be rryinit to id.,niify specitic n reas of$,asi . ' ,suPplv pR)blcms,sUppl i | rqual i t r issues, or !nclear or impr.rc i i_c,1l ' t . .drnic i l ' issuc's, .nd ihcn a projc. t is assigncd to sot lc. spcci f i .pfobl..ln Wlth thi5 nppro.rch, it is easy fof the opcraiional t.!el f;cus k)b!colr . . d i fnrsed i r i rd dis io int f t l in r i ,ht i (nr b the higher strar( ,g ic r inrsnnd dirc. t i ( )ns of th( busir less.
At tho tyo..s! le\ cl, six-signr.r p(,iccts shorrkl focus of thosc proccsscsnnd cr i t i .n l 'k lqLr. l i t t
.hnl .ct(r isr ics drar oi f . , r thc grc.rk,st t innn. id l, rnd cusnnncf rosul ts to l i ' | r t r . r l l i . rch pf t ) i ( ,c i shoutd . rdr l f t ,ss nl tc,nst ( )nccl( .nrdrt rn lhc org.rni / i l jo | 's k.y bUsin.ss obj( \ r i \ fs , . r l rd l ) { ' pr .opcr lv
lvrelr ic\ 10 use rq t tachinq pr0jecl proUte5sANO SUCCESS
Ih( or i t . r r r iz i t ion's k l , lcrshi f n. f ! ls n) i t tcnl i ty i t t I r jnr l fy ,nr l ( r r iv .s,i ( lo,r l i lv ih, f f | I l fy of f rnt( , I i l , )bt( \ l i !1,s lor er .h Lrusir tss ( | i t . r r r ( ll r . rscl i rx lh kr ! fn\r 'sscs Li . lor . r l j . fLght t r ( ) i ( t . ts . r I be sf t . . ( \ ll , l ) l ) l f I r i11,rs ncel l n, b( i ( lc I l r \ t . r r ( t . r r r . r t \s( \ l iofrnp(, i I rsorrr .csolt r r ls l ( . r ( l in( l l i . i f r r \ l i rc,ry s i r s igrru t ru l ( , . t s l l ,ut{ t bc ( t .srSrr . r j io' r l l inr . rn, l !
l ) , !x. t i t t l r . ( | \ ( , I ref rn( l / ( ) r inrpro\r , thc .or Ip.rn\ , ,s f f ( ) t -i l , r l r i l i l \ ' l jLr l | |1)J( \ ts nr i , , J ls() r r ( \ \ l lo inrprJ\1, \ i i , , t (1, \ f r , rP ( tor r r t inr( ,nn( l ( ,vef . r l l .npn. i lv
Su.(esslLr l f fo j ( , . ts, ( , r . f . ( ) rnplc l ( , ( I , shol td eIh idd r t t . is l s i \\ , . . , r1r r . . t r . , , r ; . . r , / . I i i r . t , , , , , r t r , , . t . - h. , r . t . 1.1, t , . t -sh{)uld t {
' . l fc l fd L 'ns.r ] orr t | l poi( ,nt in l c.rsh Ur, \ ,c.n (ruD lo t, , r ' r ' . r \ ,1 , r \ I . . . r i , , i . i , . , . r t , \ \ \ , t r , . . t . r . . . . , r . t r . , , .l (ngth ot i inr f i i $ i l l t , r lc hJ roDrplete ihc pr(r i . , . I . ( ) rgnnizr t ions nL)\rrhoosr ni drdic.rrc i inr( , . rnd nr(nrcv t { , i ser ics , r f snr i p i ,J( ,c ls r . r i t r rlh,1n i r i i ,w nrgr,pr.oj (cts thni $(Julc. l rc( l t r i r0 thc s inrc invosrnrent i fmon.'\,, hmorn.i ft solrrrcs.
' Ihe k. ' \ , n) good projcf i select ion is to idcfr i f ! . rn. l inrpro(, those pef-formnnco mcir ics th.r i $ i l l . ie l i \ . r l lnan. i i t sU.c. ,ss a.d inrp.rcr thc ios-tom'r bJsc. Br. lnalysi |g thc l r ( , r formrn.o oi thc kev |nci l jc t lcrs,organj^hons c.1| b('tif|- mdcrsrnnd tlr(,jr opefrtnnrs nncl .rc.ie a bnsc-
. how $cll a co ent pr.ocess is lvorknlg;
. iheorcticnlly ho , s,rll Lr proccss should rvork;
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Itrx nrLrch l . rucess can bc inlpfo!(d;hotr nrLr.h a prucess nnfror.emrnr i{itt nffcct crstorncf rcs||tls;Iro$' much inrp.ct 1"" ill b. fe.llizr,.l in costs.
Informat ionpr ior i t iz ingrequirements at prOject charter stage forp r0le cr s
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I ' r i ( r i l lz i fg s i \ 's ignrn pn) j f ( ts nroLr l ( l h. b ised (D ioLrr f . rL.k,N I tx, i i rs lJn. l (n ' is lo dcl(J nr inr thc pr() j ( . ( 's \ r l rk, to the L,us n.ss I t t s i \ s ig l r r, rptn).r fh shoolJ bf . rppl lc{ l { )n l \ t r )pn, i ( ,c lsurhfr . nr t f ( \ . rn( ,nts$i t ls i t f i l i r . rn l lv i r fpr{1 th( , or j t rn l l r t i ( ) r r 's o\r , r . r t t in, jnci . r t f . f lornrn| . , .nn(1, in pnr lkUl, I r p|1, i i l , ih i l i t \ " . I , iJ t , \ ls r l rnt t t , , n() l s i l tn i i i l r r r l l , l.1
. r . r . . , . , r . , , r , t r \ . , r r . , \ . t i . r . . . . , , , . 1. . ,+1t L, . t . , . . . , , I , , .t , r ( ) t ( !1s sh()ul( l f ,n l ,c ( on\ idc(\ l i l l | l . ( r is . l { , t . r \ r \ s i ! rn,r i . i r i . r r i \ ( . .\ r r f l \ l rc. , I r { lh,n rs 1. 1( ! , ,Jru. l r ' l ( jw l , . I rL in l t t ,Lr i l ' t , j l )n\ i ( t { ,in ' r ' t r r l r i l { . rs l r lhr \ . rpf lksto\ f lLr f lv , r l l , ) , ! . I r i / . r t i ( , , rs rr lh, . I5 i ( lI
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. References and lurther readingr i ru 1l01j t r t )n, / r r r t r l r | / r r i , i ln i I . . , \ . r t i r l l ( ,s( , rL l r , , ruf . In.l i t \ lor i ( . ,1t \ r1(r ' l r r r r r l raL|1r | . , r r i1 : r . , r r , \ ! t r \ I t i ! !k i r , .Nir \ \ ' ( r li1f( . . ( r l r rL i . r ) / / r , .nr Jr l r r r l i . , l i r l ,ar t / r r \ i t r r r l l l t t t t i , t , t t t t i t tnr .
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l ) { , l i .nd ho!! , lo they l i ' r I tog( lhrr n, s Pfort s i \ -sr l tnr , r r f f fo.rch$l\ ' . l , . . , l i l r . l , , , ' ,J . r 1. , , : , . . , | | , , , . , , t . , . r , . r . ,1. . , r i . , , r / . , t i r .
\ ' ( ) " , i r r ( ( r rsr( l ( f ing ih l iLrn. l r ( ) t r 5 \ srgnr,r b,rsr( t ( (Dl inu() ,i t r l )11111111' .1 | (Jgrr I ln. in lhf (onrp.r fv l t \ f t . r i f i Jer.r i l thc ter
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pR)l . . ls lJr . r t $ ' l l
bc p.rr I o l thf rv.rr t ( )N,rr(1.
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