1. Dr. Ron Lembke SCM 462

2.  Financial return  Impact on customers and organizational effectiveness  Probability of success  Impact on employees  Fit to strategy and competitive advantage

4.  Conformance Projects  Unstructured Performance Projects  Problems because system poorly specified  Efficiency Projects  Acceptable products, not meeting internal goals  Product Design  Not meeting customer CTQ  Process design

6.  Define  Measure  Analyze  Improve  Control  (Alternate meaning: Dumb Managers Always Ignore Customers)

7.  Charter / rationale for the project  Why this, not others, need for project, costs, benefits  Developing a project charter (statement of the project)  Scoping:  Improve motor reliability  Most problems from brush wear  Problem with brush hardness  Reduce variability of brush hardness

8.  Gather voice of the customer data to identify critical-to-quality (CTQ) characteristics important to customers  Select performance metrics  What are current levels  Expected improvements  What will need to be done, by whom

9.  SIPOC Understand the relationships between  Suppliers  Inputs  Process  Outputs  Customers

10.  Develop operational definitions for each CTQ characteristic  Figure out how to measure internal processes affecting each CTQ, KPOV (Key process output variables), KPIV (Input Vars)  Y = F(x)  Figure out what data we need to collect  Easy to collect correctly  Interrupt process as little as possible  Collectors understand why collecting  “gage study” to determine the validity (repeatability and reproducibility) of the measurement procedure for each CTQ  Baseline data  Collect baseline capabilities for each CTQ  Determine the process capability for each CTQ

12.  Consider all possibilities  Be clear – no guessing, training?  You might have forgotten some  Might need to revise – some cover too many things  Learn about different cases

13.  3. Collect the data  5. Tabulate the data – Do as %, if you want to  (6. Put each problem into dollars of cost, most complaints, lost employee minutes, etc.)  8. Sort biggest to smallest, graph.  Analyze – p. 87 – what would you fix?

14.  Further study of major categories  Grouping together smaller ones  Look for common causes

15.  Understand why defects and variation occur  Find the root causes  5W = 1H  Identify key causes  Experiments to verify impact  Formulate hypothesis, collect data

16.  Does the process work the way we think it does?  Identify upstream variables (x’s) for each CTQ  Process mapping  Operationally define each x  Collect baseline data for each x  Perform studies to determine the validity (repeatability and reproducibility) of the measurement process for each x  Establish baseline capabilities for each x  Understand the effect of each x on each CTQ

17.  Brainstorm ideas of potential root causes– everyone participates  Generate ideas about potential root causes  Understanding the process, not solving the problem yet

18.  Ishikawa, Fishbone  Puts things in an organized way  Separate things into manageable parts (like KJ in that way)  Methods, Materials, Machines, People, Environment, Information  Create the diagram  Analyze the diagram – look for cost effective solutions!

19.  Ask “why” 5 times, or as many as it takes  List of next steps, things to investigate

20.  Scatter plots - Look for trends  Run charts – same thing  DJIA = Financial Performance?

21.  Determine optimal levels of critical x’s to optimize the spread, shape and center of the CTQ’s  Action plans to implement the optimal level of the x’s  Conduct pilot test of the revised process

22.  Force Field!

23.  For and against  Action items for each  Strength of each

24.  Risk abatement planning and mistake-proofing to avoid potential problems with the revised settings of the x’s  Standardize successful process revisions in training manuals  Control revised settings of the critical x’s  Turn revised process over to the process owner for continuous improvement using the PDSA cycle

25.  Tell everyone what you did, so they can learn from it

26.  Questions 3, 4, 6, 7, 10, 16