1. Response Planning Six Sigma Continuous Improvement Training Six Sigma Continuous Improvement Training Six Sigma Simplicity

2. Response Plans  GB certification requirement: “Record what the team plans to do in response to X's and Y's moving out of specification limits”

3. What Is a Response Plan?  It is a recipe to get the desired result  e.g. - If I bake a cake I need:  2 eggs  200 grams of flour  100 grams butter  50 grams sugar  Zest and juice of 1 lemon  Teaspoon water  Pinch salt  If I want consistent quality of cake I use the same recipe every time. Then I know that if I follow it I will get a nice cake.  It is a recipe to get the desired result  e.g. - If I bake a cake I need:  2 eggs  200 grams of flour  100 grams butter  50 grams sugar  Zest and juice of 1 lemon  Teaspoon water  Pinch salt  If I want consistent quality of cake I use the same recipe every time. Then I know that if I follow it I will get a nice cake.

4. What Is a Response Plan?  If I try to make a cake and do not have all the ingredients then I respond. e.g. -  If I have no butter use margarine  If I have no lemons try an orange.  If my oven does not heat up. Visit a friend!  If I try to make a cake and do not have all the ingredients then I respond. e.g. -  If I have no butter use margarine  If I have no lemons try an orange.  If my oven does not heat up. Visit a friend!

5. SummarySummary  Here the nice cake is my Y  The recipe and ingredients are my X’s  The Key X’s and Y(s) are monitored  Rather than make a nice cake once and then try and guess in the future, or spend my life making all the cakes, I create the recipe so that anyone can make nice cakes and no one forgets  We do the same for our projects  Here the nice cake is my Y  The recipe and ingredients are my X’s  The Key X’s and Y(s) are monitored  Rather than make a nice cake once and then try and guess in the future, or spend my life making all the cakes, I create the recipe so that anyone can make nice cakes and no one forgets  We do the same for our projects

6. Process for Developing a Response Plan  Identify voice of customer – the specification  Make a capable process  Identify key process steps and inputs  Record the specification for the key inputs are that cause the process to be capable  Document how the X’s are standardized or create control limits triggers for the process owner to measure  With the process owner(s) establish an appropriate accountability and a schedule for checking that the X’s and Y are in control.  Agree in advance what to do when/if the process is out of control  The new response plan is a change in operating procedures and so will often become part of the quality management system

7. Response Plan  The response plan indicates in advance how to respond to events such as  Process output changes  Inputs out of specification  Delays in implementation  Changes in resource  Conflict  The response plan indicates in advance how to respond to events such as  Process output changes  Inputs out of specification  Delays in implementation  Changes in resource  Conflict

8. Response Plan  Clearly you can develop a response plan indefinitely – if this does not work we will do this but.. if this does not work we will do this but … if this does not work we will do this but …  The secret of a good response plan is that there are no surprises for the team or people who their actions effect  The team’s vision is clear  Consultation and feedback will reduce the resistance to change or frustration if the project is not immediately successful  It is essential that the Champion supports your team’s response plan  Clearly you can develop a response plan indefinitely – if this does not work we will do this but.. if this does not work we will do this but … if this does not work we will do this but …  The secret of a good response plan is that there are no surprises for the team or people who their actions effect  The team’s vision is clear  Consultation and feedback will reduce the resistance to change or frustration if the project is not immediately successful  It is essential that the Champion supports your team’s response plan

9. Response Plan - Exercise Create a response plan for this project  Complete Charter  Team meeting  Discuss procedure  Issue new procedure  Train users  Review Create a response plan for this project  Complete Charter  Team meeting  Discuss procedure  Issue new procedure  Train users  Review

10. Response Plan - Exercise Response plan for this project might be:  1.  2.  3.  4.  5. Response plan for this project might be:  1.  2.  3.  4.  5.

11. ExamplesExamples Company Name

12. ExamplesExamples

13. ExamplesExamples

14. Response Planning Six Sigma Continuous Improvement Training Six Sigma Continuous Improvement Training Six Sigma Simplicity