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Certification Resources Workbook
Forms and worksheets to guide you through your project
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DMAIC Recommended Tools Project Charter SIPOC/COPIS VOC Data CTQ Tree
Define Recommended Tools Project Charter SIPOC/COPIS VOC Data CTQ Tree CTQ Matrix VOC Translation Tool Stakeholder Analysis Team Selection Finance Worksheet Communication Plan Handbook page # or Lesson Topic SSHB 538; Develop project plan SSHB 388; High level maps SSHB Chapter 3; voc SSHB 265; voc SSHB 65,205,268; stratify data SSHB 121; develop project plan Develop project plan SSHB 171; Develop project plan Financial Analysis Template.xls SSHB 31;Develop project plan
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Yn Xn DMAIC Project Name Business Case Project Name Problem
(Improve/reduce) DMAIC Define Project Name (Improve/reduce) Business Case (VOE, VOC, VOS) Problem Goal Project Description Line of Sight Yn Xn Defect Start Stop Project Scope Define Measure Analyze Improve Control Timeline
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DMAIC Project Name VOC Sources Complaints Problem or Service Hot Lines
(Improve/reduce) DMAIC Define VOC Sources Reactive Sources Proactive Sources Complaints Problem or Service Hot Lines Technical Support Calls Customer Service Calls Claims, Credits Sales Reporting Warranty Claims Web Page Activity Other Interviews Focus Groups Surveys Comment Cards Sales Visits/Calls Direct Observations Market Research/Monitoring Benchmarking Other
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DMAIC CTQ Tree Need Drivers CTQs Customer Define
General – Hard to measure Specific – Easy to measure
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DMAIC CTQ Matrix Key Questions Define Customer Comments
What customer groups (internal/external) are the primary focus for this project? CTQ Matrix Customer Comments Critical to Quality (CTQ) What methods were used to understand customer requirements? Which CTQ(s) will be the primary focus for this project?
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DMAIC Stakeholder Analysis Define People or Groups Level of Commitment
Sales MGMT Cust. <other> Enthusiastic Support: Will work hard to make it happen Help it Work: Will lend appropriate support to implement solution Compliant: Will do minimal acceptable and will try and erode the standard Hesitant: Holds some reservations; will not volunteer Indifferent: Will not help; will not hurt Uncooperative: Will have to be prodded Opposed: Will openly act on and state opposition to the solution Hostile: Will block implementation of the solution at all costs Stakeholder Analysis Required Level of Commitment for Success Current Level of Commitment Amount of Change Needed
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DMAIC Customer Output Process Input Supplier
Define CTQ Customer Specs Customer Output Process Input Supplier
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(use financial planning template)
DMAIC Define Team and Communication Plan Name Role Main Concerns Communication Notes (When and how you will communicate with them) Black Belt Green Belt Process Owner Customers Estimated Financial Benefit (use financial planning template)
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DMAIC Recommended Tools: Data Collection Plan/Method
Measure Recommended Tools: Data Collection Plan/Method CTQ Correlation matrix CTQ Performance Check Operational Definitions Measurement System Analysis Graphs/Trend Charts Process Sigma Calculator Descriptive Statistics Detail Process Map(s) Benchmarking Handbook page # or Lesson Topic SSHB 122,255,;stratify data SSHB 121,268, ;stratify data; develop project plan. SSHB 386,596; recognize opportunity; establish baseline SSHB 348; principles of variation SSHB chapt. 10; measurement systems analysis SSHB 321,381,421,496; model cause and effect SSHB 4,484,683; why six sigma; establish baseline SSHB 368; establish baseline SSHB 252;establish baseline SSHB 91; set goals for outputs
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DMAIC Data Collection Plan What questions do you want to answer?
Measure Data Collection Plan What questions do you want to answer? Data Operational Definition and Procedures What Measure type / Data type How measured? Related conditions to record* Sampling notes How / where recorded *Related conditions are stratification variables How will you ensure consistency? What is your plan for starting to collect data?
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DMAIC CTQ Correlation Matrix CTQ Output Characteristic
Measure Potential Project Output Metrics (Y) Key Questions How will performance be measured? CTQ Correlation Matrix <Metric> <Metric> <Metric> <Metric> <Metric> CTQ Output Characteristic What is the Project Y (the output that we are trying to improve?) Is this metric a strong indicator of how well we are meeting the customer’s CTQ(s)? Strong correlation Some correlation No correlation
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DMAIC Big takeaway message Measurement System Baseline Data Defect
(Validate with Gauge R&R) Baseline Data Defect (Example: Time series plot) (Example: Control Chart) Observations Observations Big takeaway message
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DMAIC Big takeaway message Process Sigma Sigma Goal Stratify Data
Measure Process Sigma Sigma Goal (Use SigmaCalc.xls) Stratify Data Stratify Data (Example: Dot Plot) (Example: Pareto Chart) Observations Observations Big takeaway message
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DMAIC Big takeaway message Detail Process Map
Measure Detail Process Map (Example: Cross-functional/deployment map) Observations Big takeaway message
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DMAIC CTQ Measurement System Measure Clarify Data
CTQ Performance Standards CTQ Measure Data Type Operational Definition CTQ Performance Characteristics LSL USL Goal/Target Allowable DPMO
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Benchmarking Comparison Benchmark Output Process σ
DMAIC Benchmarking Measure Benchmarking Comparison CTQ Metric Output Measure Process σ Benchmark Name Benchmark Output Process σ Comments Key Questions How is the Benchmark comparable to our process? Does the Benchmark show better results? Do we have the capability to meet or exceed Benchmark?
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Potential Failure Mode Potential Effects of Failure
DMAIC Measure Item or Process Step Potential Failure Mode Potential Effects of Failure Occurrence Severity Potential Causes Current Controls Detection RPN
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DMAIC Measure Tool Learning Obstacle Learning
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DMAIC Recommended Tools: Deployment Maps Process Map Analysis
Analyze Recommended Tools: Deployment Maps Process Map Analysis Benchmarking Ishakawa Diagram FMEA Hypothesis Tests Regression Analysis Financial Template Handbook page # or Lesson Topic SSHB 252; Implement SSHB 50, 253, 705; implement; develop theories SSHB 91; set goals for outputs SSHB 261; develop theories SSHB 596; set goals for outputs SSHB 314; test theories with data SSHB 502, 516; model causes and effects Financial Analysis Template.xls
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Focused Problem Statement Chart Risk Prioritization Number
DMAIC Analyze Focused Problem Statement Description Chart Risk Prioritization Number (Example: Pareto Chart) Potential Cause Tool Data Collection Plan Display Method Affinity Focus Group
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Benchmarking Process Analysis Benchmark Equivalent Step
DMAIC Analyze Benchmarking Benchmarking Process Analysis CTQ Metric Process Step Benchmark Name Benchmark Equivalent Step Comments (Should look at steps in FMEA)
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DMAIC Analyze Cause and Effect Observations Big takeaway message
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DMAIC Big takeaway message NVA Process Map
Analyze NVA Process Map (Example: opportunity flow diagram) Observations Non-Value Added Steps Big takeaway message
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DMAIC Big takeaway message Hypothesis Data Root Cause Analysis
Analyze Hypothesis Data (Sample of data collected) Root Cause Analysis Root Cause Analysis (Example: Tree Diagram) (Example: Hypothesis Test) Big takeaway message
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DMAIC Big takeaway message Regression Equation Regression Analysis
Analyze Regression Equation Regression Analysis P-value : What does it mean? Regression (Example: Regression Plot) Financial Analysis An incremental decrease in defect of per will result in: Unit Annualized (Example: Day, Item, Call) (Please note if one-time impact) = Costs Avoidance = Costs Take-out = Sales Increase Big takeaway message
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DMAIC Analyze Tool Learning Obstacle Learning
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DMAIC Recommended Tools: Deployment Maps Cost/Benefit Analysis
Improve Recommended Tools: Deployment Maps Cost/Benefit Analysis Benchmarking Change Management Plan FMEA Pilot Plan Process Modeling Financial Template Handbook page # or Lesson Topic SSHB 252; Implement SSHB 211; analysis of costs and risks SSHB 91; set goals for outputs SSHB 11,15; Implement SSHB 596; Implement SSHB 704; develop improvement plan SSHB 578,624; model cause and effect Financial Analysis Template.xls
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DMAIC CTP Established Metrics Improve Clarify Data
X Variable Performance Standards X Measure Data Type Operational Definition of X Variable X Variable Performance Characteristics LSL USL Goal/Target Allowable DPMO (X are root cause the effects the output Y)
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DMAIC Improve Brainstorming Summary Solution Area Expected Impact
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DMAIC Prioritization of Possible Solutions Criteria and Weights
Improve Prioritization of Possible Solutions Criteria and Weights High Impact Easy Quick Tech Customer Solution Sum
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(May include measurement system)
DMAIC Improve Pilot Planning Grid Step No. Step Deliverable (May include measurement system) Responsibility Due Date Who to Involve Budget Cost Other Topics
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DMAIC Tasks and Timelines Improve Task Duration Start Month, Day, Year
F T W M Task Duration Start
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DMAIC Big takeaway message Improve Process Map
(Example: Cross-functional/deployment map) Observations Big takeaway message
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Responsibility and Target Date
DMAIC Improve FMEA Analysis (Cont) Item or Process Step Occurrence Recommended Action Responsibility and Target Date “After” Action Taken Severity Detection RPN
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Pilot Results Before and After Control Group Results Before and After
DMAIC Improve New Process Sigma Pilot Results P-value : (Use SigmaCalc.xls) Pilot Results Before and After Control Group Results Before and After (Example: Control Chart) (Example: Control Chart) Observations Observations Big takeaway message
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(May include measurement sys)
DMAIC Improve Implementation Planning Grid Step No. Step Deliverable (May include measurement sys) Responsibility Due Date Who to Involve Budget Cost Other Topics
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Implementation Results Before and After Pilot Results Before and After
DMAIC Improve New Process Sigma Implementation Results P-value : (Use SigmaCalc.xls) Implementation Results Before and After Pilot Results Before and After (Example: Control Chart) (Example: Control Chart) Observations Observations Big takeaway message
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DMAIC Big takeaway message Improve Financials
Improve results lowered defects by per resulting in: Unit Annualized (Example: Day, Item, Call) (Do not use if one-time impact) Costs Avoidance = Costs Take-out = Sales Increase = COGS % = (if a sales increase occurs) Net Financials = Big takeaway message
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DMAIC Improve Tool Learning Obstacle Learning
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DMAIC Recommended Tools: Implementation Plan Dashboard/Control Plan
Before and After Analysis Process Owner Sign-off Control Charts Lessons Learned Project Documentation Handbook page # or Lesson Topic SSHB 649; implement SSHB 79; implement SSHB 658; implement SSHB 704; implement SSHB chapter 12; Implement SSHB 233; implement This Template
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DMAIC Evaluate Results Acceptable Results? Yes No Yes
Control Evaluate Results Acceptable Results? Yes No You did what planned to do and got the results you wanted. Move to hand-off. You did what you planned to do but did not get the results you wanted. Return to ‘cause analysis’ or possibly ‘current situation’. Study the gap. Get more data You got the results you wanted despite not doing what you planned to do. Determine the causes of the results – what did you unintentionally do right? Understand how to achieve good results, then move to hand-off. You did not do what you planned to do and go poor results. Return to ‘solutions.’ Would your initial plans solve the problems you encountered? Try again with initial plans or revise as necessary. Yes Followed your plan? No
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DMAIC Control Plan/Do Check Act Flowchart Indicators Corrective Action
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DMAIC Control Dashboard USL Monitor process LSL
(Example: Control Chart) Special Cause: (Definition) Process Sigma Common Cause: (Definition) (Example: Time Series Plot)
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DMAIC Control Communication Plan Who Communication Purpose Frequency
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DMAIC Summary of Results Employee Impact Customer Impact
Control Summary of Results Employee Impact Customer Impact Shareholder Impact
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DMAIC Control Tool Learning Obstacle Learning
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Update Documents and Learnings Database Change management tools
Tollgate Review DMAIC DMAIC DMAIC DMAIC DMAIC Define Measure Analyze Improve Control <<<<<<<<<<<<<<<<<<<<<<<<<< Storyboard >>>>>>>>>>>>>>>>>>>>>>>>>> Developed Charter Opportunity Statement Map to Y’s and X’s ID Team ID Customer VOC CTQ Specs Map Process (SIPOC) Communication plan Financial Estimate Team Kickoff meeting Validate Measurement Baseline data Plot Defects Stratify Process Sigma Detail Process Map Focus Problem Statement ID Potential Causes Categorize/stratify Potential Causes Verify causes with data Quantify cause-effect relationships (Costs) Meet with Finance ID Possible Solutions Benchmarking Evaluate (rank) solution alternatives Select and plan alternatives Pilot Collect data and verify improvements Quantify benefits of Improvement (Cost) Finance verify financials / benefits Develop and Document standard practices (PDCA) Train resources Implement full scale solution Implement ongoing monitoring Build Process of updating procedures Summarize lessons learned Communicate to others in organization Make recommendations for future plans Finance verifies ongoing benefits Celebrate Problem Statement Business Case Goal Statement Update Documents and Learnings Database Change management tools MBB ________________ Sponsor _____________ Finance _____________ MBB ________________ Sponsor _____________ MBB ________________ Sponsor _____________ Finance _____________ MBB ________________ Sponsor _____________ MBB ________________ Sponsor _____________ Finance _____________
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