6-Sigma Process Quality
Measured Success..
Six Sigma [a greek symbol ] represents standard deviation of sample data
Coined by Bill Smith Motorola Engineer Circa 1986
Standard deviation is a measure of Variance..
Devil lies in the Variance…
An Average process On Average can perform within expectation But its inherent high variance results in failed customer service
Consider guaranteed Pizza delivery within 30 minutes.. Where mean delivery time is 24 minutes but SE is 3, such a process will have a large proportion of delayed delivery ~ 31 % [being 2 sigma]
Six Sigma is about controlling variance
Reduce Variance … ….. Improve Performance
How many SE can you fit within customer expectation?
How much does an SE translate into improved performance?
How does 6 measure.
Sigma % Good
30.9% 69.1% 93.3% 99.38% 99.977% 99.9997%
% Bad
69.1% 30.9% 6.7% 0.62% 0.023% 0.00034%
DPMO
691,462 308,538 66,807 6,210 233 3.4
1 2 3 4 5
6
This means a lot….
3
~ 900 flights cancellations / week - USA
Every hour 47,000 ISD calls drop ~ 11000 typos in 1 Harry Potter Book
6
1 US flight cancellation / 3 weeks
The same number of drops would take 2 years.. ~ 7 typos in 1 Harry Potter Book
Many Times even 6 sigma is not good enough… just imagine flying an airline that assures 6 Sigma on flight success!!
History of …
Six Sigma
US DOD introduces FMEA Walter A. Shewhart - control chart | special vs. common cause variation >> process problems. Wilfred Pareto introduces 80/20
Larry Bossidy Launches 6sigma @ allied Signal
WIPRO India
History
1997
Kano Model IshiKawa Diagram
1994 1995 1970’s 1986
Jack Welch GE
1896
1815 1735
1924
1960 1949 1941
Bill Smith – 6Sigma @ Motorola Alex Osborn of BBDO sets “brainstorming” definitions
Gauss Uses Normal Curve for error analysis, probability
De Moivre Creates normal Curve
Evolution of Quality
Statistical Process control – Juran Deming Feigenbaum Statistical Sampling techniques – Deming Bill Smith 6 Sigma Motorola Zero Defects – Philip Crosby
Six Sigma GE
1990 1986
1996
BPR – Michael Hammer
1940
1930 1920
1970 1950 1960
1980
Total quality TQM Quality Circles
Japan Quality Movement – Taguchi / Ishikawa
Statistical Sampling – Walter Shewhart Time & motion Studies >> Frederick Taylor
Fundamentally..
Six Sigma
Customer is Important
1 End Customers’ needs is Primary
Customer’s customer Voice of the Customer PIE – Analysis CTQ – based QFD Ishikawa diagrams
Measurement is key
Data & Fact driven management
measurement systems that track both results and outcomes and Process, Input, and other predictive factors.
Evolve to excel.
Continuous Improvement
PDCA Control Systems Knowledge systems
Improve every process constantly forever..
Total Quality Approach
Quality is everything
Quality enhances the brand Quality drives growth & revenue Quality can eliminate errors Quality needs increased awareness
End Proactive awarding of business on price tag alone-instead minimize total cost
Just do it.. Bring hands-on involved approach to quality..
Empower employees
Institute training on the job Adopt and institute Leadership Drive out fear Break down barriers between staff areas Eliminate Slogans, exhortations and targets for workforce Eliminate numerical quotas
Leadership commitment
Top Down drive …. … Bottom Up involvement
Act not Mouth On the shop floor
Practicing 6 Sigma
Application matrix..
New Launches
Innovative
New Products
DMEDI
Car Models Pharma - Generics Cell phones Hardware
IDDOV
Shuttles Pharma – BF New Products
Processes
Executive
Projects
DMAIC
Call-Centers BPO/KPO Transactions.
DMADV
Software Infrastructure
Repetitive
One Time
DMAIC
Define
Opportunity / project
Measure
Current performance
Analyze
Root causes
Improve
To eliminate root causes
Control
To sustain gains
• Focus on reducing variation • Thinking out of the box • Managing by output / data
Tool Kit
Overview
Define
Opportunity / project
Benchmarking FMEA
Measure
Current performance
Confidence Intervals Measurement System Analysis Nominal Group Technique Pair-wise Ranking
Analyze
Root causes
Improve
To eliminate root causes
DFSS DOE Kanban Mistake Proofing PF/CE/CNX/SOP Standard Work Takt Time TOC Total Productive Maintenance Visual Mgmt Work Cell Design 5S - workplace
Control
To sustain gains
Control Charts Control Plan
IPO Diagram
Kano’s Model Project Charter SIPOC
Process Flow QFD Time Value Map VOC Value Stream Mapping Value Stream Mapping Waste Analysis
Affinity Diagram Brainstorming Ishikawa e-test F-test Fault Tree Analysis FMEA Histogram Historical Data Analysis Pareto Chart Reality Tree Regression Analysis Scatter Diagram t-test Thematic Content Analysis Tukey End Count Test 5 Whys
Reaction Plan
Run Charts Standard Operating Procedures
Who is believing?
Companies that have implemented..
Some Believers..
Vishwanath Ramdas …
• Process and Business Consultant • Working in areas like ITSM, Software development, process consulting … • Based in Bangalore [India] • Visit him @
– http://gopu44.googlepages.com