Lean Six Sigma: Process Improvement Tools and Techniques Donna C. Summers © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Chapter 9 Problem-Solving Using Define, Measure, Analyze, Improve, Control

Lean Six Sigma: Process Improvement Tools and Techniques Donna C. Summers © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Problem-Solving If you don’t know where you are going, you will probably end up somewhere else. –Laurence J. Peters Author and business theorist

Lean Six Sigma: Process Improvement Tools and Techniques Donna C. Summers © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Problem-Solving Dr. Deming’s Plan-Do-Study-Act Cycle

Lean Six Sigma: Process Improvement Tools and Techniques Donna C. Summers © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Problem-Solving Six Sigma projects have five phases: –Define –Measure –Analyze –Improve –Control (note similarity to PDSA)

Lean Six Sigma: Process Improvement Tools and Techniques Donna C. Summers © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Problem-Solving Define –Identify the problem/project –Define the requirements –Establish the goals to be achieved

Lean Six Sigma: Process Improvement Tools and Techniques Donna C. Summers © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Problem-Solving Measure –Gather information about the current process Define and measure key process steps and inputs –Refine the problem statement and goals

Lean Six Sigma: Process Improvement Tools and Techniques Donna C. Summers © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Problem-Solving Analyze –Identify potential root causes of the problem –Validate the cause and effect relationship –Identify the vital few root causes

Lean Six Sigma: Process Improvement Tools and Techniques Donna C. Summers © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Problem-Solving Improve –Implement solution to address root causes of problem –Test solutions –Measure results

Lean Six Sigma: Process Improvement Tools and Techniques Donna C. Summers © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Problem-Solving Control –Evaluate and monitor improvements Make adjustments as needed –Establish standard procedures

Lean Six Sigma: Process Improvement Tools and Techniques Donna C. Summers © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Problem-Solving Eight essential tools typically used within DMAIC process –Process Maps –Cause and Effect Diagrams –Failure Modes and Effects Analysis –Measurement System Analysis –Process Capability Studies –Multi-variate studies –Design of Experiments –Process Control Plans

Lean Six Sigma: Process Improvement Tools and Techniques Donna C. Summers © 2011 Pearson Higher Education, Upper Saddle River, NJ All Rights Reserved. Problem-Solving Seven Tools of Quality proposed by Kaoru Ishikawa –Flow Chart –Control Chart –Check Sheet –Histogram –Pareto Diagram –Cause and Effect Diagram –Scatter Diagram