SIX SIGMA-  PROCESS IMPROVEMENT TECHNIQUE

Business Goal :- To ultimately transform all transactions into monetary gains through customer's satisfaction.

The Focus is on, Customer satisfaction on C T Q Cost Time Quality.

CUSTOMER is a person ( internal or external ) who buys something from you and with whom you have a relation ship

SATISFACTION Is a guarantee about a product or service that, it will meet certain standards and will fulfill the customer's needs without any doubt, suspicion or uncertainty.

The formula, Output = Input + Process… Output is to be guaranteed. Input is to be monitored. Process is to be controlled.

THE EMPHASIS IS ON Ensuring robust processes, By- 1. understanding them 2. measuring them 3. improving them 4. eliminating defects in them

Measurable --- i.e. data We believe in GOD For rest of the things we need Data Because, GOD too believes in Data, He gets it from the register of ‘Chitragupta’

DEFECT, Is the measurable difference between, The expected output of a process as per the acceptable limit set by a customer through his/her specifications And the actual output.

EXAMPLE :- a printing machine has a capacity of copies per hr. the best possible achieved normally is say the average speed achieved is say then is the defect in the process of printing.

SIGMA-  A statistical term.. used for measuring the degree of variations in a standard deviation,

A SIGMA REPRESENTS Defects Per Million Opportunities (DPMO)- or the % of accuracy in a process

SIGMA SCALE LEVEL DPMO Accuracy % 16, ,

WHAT DOES IT MEAN FOR US? 99% ACCURACY 3.8 SIGMA % ACCURACY 6 SIGMA 105 INCORRECT ADS PER LOCAL EDITION PER YEAR 3 INCORRECT ADS PER LOCAL EDITION IN 95 YEARS 1 CONTROVERCIAL ARTICLE IN 104 WEEKS 3 CONTROVERCIAL ARTICLE IN19 CENTURIES DELAYED DELIVERY TO 100 AGENTS (OUT OF 10000) PER DAY DELAYED DELIVERY TO 3 AGENTS (OUT OF 10000) IN 3 MONTHS.

METHODOLOGY DEFINE the deliverables to the customer (internal as well as external) MEASURE the current performance of the process ANALYZE and determine the root causes of the defects IMPROVE the process to eliminate the defects CONTROL the performance of the improved process.

Caution, Methodology to be used where Transactions are very high in number The variations in the outputs are high in number The reasons for such variations are not known Concept to be used Everywhere………..

Tools used, CTQ tree Prioritization Metric Cause and Effect Diagram Failure Mode Effective Analysis

HUMAN RESOURCE WE SHOULD tap people who are known for their critical thinking skills, whether they are familiar with the process or not. encourage them to question and challenge all processes and also question the answer to the questions themselves. involve them in the problem solving process of six sigma.