1. Failure Mode And Effects Analysis (FMEA)

2. 2 FOR INTERNAL USE ONLY Module Objectives By the end of this module, the participant should be able to:  Construct a Product or process FMEA.  Use the FMEA to prioritize risks of the process.

3. 3 FOR INTERNAL USE ONLY Identify potential failure modes and analyze risks Document/track actions taken to reduce risks of failures Prioritize deficiencies to focus improvement efforts Improve quality, reliability, and safety of product Increase customer satisfaction Why Learn FMEA? Helps to identify and prevent defects from occurring

4. 4 FOR INTERNAL USE ONLY When To Use FMEA? FMEA is used throughout a project. Define/Measure phase – Project scoping Analyze phase – Identify potential Critical Xs Improve phase – Assess risks of improvements Control phase – Troubleshooting/reoccurrence prevention

5. 5 FOR INTERNAL USE ONLY Three Part Functionality Actual Improve Proposed Improve Measure/Analyze Measure/Analyze focuses on left side of form.

6. 6 FOR INTERNAL USE ONLY FMEA Header Definitions 1. Process or Product Name: Process being analyzed 2. Responsible: Person responsible for updating 3. Prepared By: Person who originally created FMEA 4. FMEA Date (Orig): Original FMEA release date 5. Rev.: Current revision level of FMEA 1 2 3 5 4 File: FMEA.xls Complete header information first.

7. 7 FOR INTERNAL USE ONLY FMEA And Hierarchies High - Level #1 Step #1 Step #2 Step #3 Input - Level #3 Input #1Input #2 Input #3 FMEA – Level #1 FMEA – Level #2 FMEA – Level #3 Process - Level #2 Step #1Step #2Step #3 Like mapping, FMEA is performed at varying levels.

8. 8 FOR INTERNAL USE ONLY  Utilize Process Maps, C and E Diagrams, C and E Matrices, and other pertinent information  Use core team and supporting members  Choose starting level  Focus on inputs first, not scores Getting Started Planning leads to useful FMEA.

9. 9 FOR INTERNAL USE ONLY FMEA Steps 1. What Process Step? 2. How could process step fail? 3. What effect to customer? 4. What causes failure? How Bad? How Often? 5. Can failure be detected? 7. What can be done? How well? FMEA can be intimidating but easily broken into pieces 6. Calculate and prioritize risk

10. 10 FOR INTERNAL USE ONLY 1. List Process Steps Focus on C and E Matrix inputs that highly impact outputs Complete Travel Authorization Contact Agency Traveler Information Verification Gather Customer Billing Info Auth. Code? Authorized Travel Auth. Code   Authorization Form, S Domestic International Traveler Approver Website, S Travel Budget C Cost Estimate S Computer Systems,N Location Variation,N           Contact Service, S Phone/Web Travel Information,S Traveler/Designee, N Agency Resources day time, SN after hours, SN Computer Systems, N Measurement Systems, S Time In Queue Time in VRU Call Volume Peak Hours              Agency Request Entered  Correct Traveler Information  Traveler Info, S Company Info, S Restrictions if applicable, S Preferences, S (seat, class) Agent N Traveler N Computer Systems, N Measurement Systems, S         Customer name, S Location, S Auth. Code, S Operator, S Agent N Traveler N Computer Systems, N Measurement Systems, N         Correct Traveler Billing Info Into System  Y N Need For Travel Rationale, N Viable Alternatives, N Traveler N Destination Customer,N     Complete Travel Request Form Request Form, S Charge No., S Traveler N Location Variation, N Computer Systems, N Other Personnel? Form Procedure S Travel Information N         Information Correct Updated Profile  Travel Request  XY Detailed Process Map

11. 11 FOR INTERNAL USE ONLY 1a. List Process Step Inputs Lower level FMEA has additional details Complete Travel Authorization Contact Agency Traveler Information Verification Gather Customer Billing Info Auth. Code? Authorized Travel Auth. Code   Authorization Form, S Domestic International Traveler Approver Website, S Travel Budget C Cost Estimate S Computer Systems,N Location Variation,N           Contact Service, S Phone/Web Travel Information,S Traveler/Designee, N Agency Resources day time, SN after hours, SN Computer Systems, N Measurement Systems, S Time In Queue Time in VRU Call Volume Peak Hours              Agency Request Entered  Correct Traveler Information  Traveler Info, S Company Info, S Restrictions if applicable, S Preferences, S (seat, class) Agent N Traveler N Computer Systems, N Measurement Systems, S         Customer name, S Location, S Auth. Code, S Operator, S Agent N Traveler N Computer Systems, N Measurement Systems, N         Correct Traveler Billing Info Into System  Y N Need For Travel Rationale, N Viable Alternatives, N Traveler N Destination Customer,N     Complete Travel Request Form Request Form, S Charge No., S Traveler N Location Variation, N Computer Systems, N Other Personnel? Form Procedure S Travel Information N         Information Correct Updated Profile  Travel Request  XY Detailed Process Map

12. 12 FOR INTERNAL USE ONLY 2. How Could Process Input Fail? Describe what could go wrong to Ys Delayed Missing Wrong information Misunderstood Wrong quantity Excess information Not available Etc. Examples Modes

13. 13 FOR INTERNAL USE ONLY 3. What Effect To Customer? Unable to proceed Lost data Dissatisfaction Poor performance Lost income Confusion Annoyed Etc. Describe consequence to next process or customer Examples Effects

14. 14 FOR INTERNAL USE ONLY 4. What Are Potential Causes? For each mode, list major causes Delivery Defects PEOPLE ENVIRONMENT MATERIALS METHODS MEASUREMENTS MACHINES Maintenance Servers Resources/Shift Ticket Types Times Training Freq of Updates Experience Level Postal Service Co. Profiles Traveler Profiles Terminals Call Volume Self systems internet Zabar Volume Process Queue Holida y Time of Day Phone Service T-1 Lines Credit card address email Computer Prog PO Damage Call Routings Carrier Updates Time Zones Comp Downtime

15. 15 FOR INTERNAL USE ONLY Avoid Confusion Relate back to mode, not effect Failure Mode Effect Cause Could result in Due to

16. 16 FOR INTERNAL USE ONLY 5. Can Failure Be Detected? For each cause, list how it is detected Training Audits Procedure Inspection “Buddy Checks” Screen pop-up Etc. None Examples Controls

17. 17 FOR INTERNAL USE ONLY 6. Rate Severity, Occurrence, and Detection Characteristics to evaluate which improvement actions will have greatest positive impact to customer: Severity – Impact to customer of failure mode Occurrence – Rating of frequency of failure cause Detection – Likelihood that cause will not be detected Always use project team to establish ratings. The scale of the rating will depend on the Ratings Definition Grid

18. 18 FOR INTERNAL USE ONLY Rating Definitions Grid Almost certain detection Failure unlikelyMinimal effect Moderate detection probability Occasional failures Minor defect Low detection probability Moderate failures Loss of secondary function Remote chance of detection High repeated failures Loss of primary function Cannot detectVery high and almost inevitable Extreme without warning Detection Probability OccurrenceSeverity High10 Low1 Rating The key to effectively rating severity, occurrence, and detection is a detailed ratings definition grid

19. 19 FOR INTERNAL USE ONLY 6a. Calculate Risk Risk Priority Number (RPN) is product of rankings for:  Severity (SEV)  Probability of Occurrence (OCC)  Difficulty to Detect (DET) RPN = SEV x OCC x DET EffectsCausesControls Special attention given to high RPN and high SEV

20. 20 FOR INTERNAL USE ONLY Prepare Pareto Chart Of RPNs  Actions recommend ed for high RPNs  Key is FOCUS! Separate the vital few from the trivial many!

21. 21 FOR INTERNAL USE ONLY 7. Improvement Selection General Rules: Detection: Usually easiest to fix – Creation of measurement system Occurrence: Next easiest to fix – Change process to reduce or eliminate cause Severity: Cannot be reduced – Must be eliminated with Mistake Proof improvement or redesign Immediately improve what can be improved, collect data on all others

22. 22 FOR INTERNAL USE ONLY Exercise InputsOutputs Projector has bright light Projector is quiet Colors correct Power On Bulb life Instructor Training Computer Interface Projector Process Map Let’s build an FMEA together using the projector example and Excel file “FMEA.xls.”

23. 23 FOR INTERNAL USE ONLY Example One

24. 24 FOR INTERNAL USE ONLY Example Two

25. 25 FOR INTERNAL USE ONLY Break into teams Prepare FMEA for: -Project kick-off meeting -Team Member selection -Presentation preparation and delivery Debrief Exercise Use Excel file “FMEA.xls” to perform exercise

26. 26 FOR INTERNAL USE ONLY Break into teams Consider the catapult Build FMEA for: -Fail to hit target -Hurt someone during launch -Not easy to use Debrief Exercise (Optional)

27. 27 FOR INTERNAL USE ONLY Advice Do not try alone, use cross-functional group Include suppliers and customers Activities are required for completion Train team Ask many questions; summarize often Look at process as objectively as possible Link to other tools Continually update FMEA requires much planning and follow-up

28. 28 FOR INTERNAL USE ONLY Meeting Best Practices Proper preparation for meetings Prepare “draft” or “shell” prior to meeting Initial focus on FMEA text Secondary focus on scoring Independent voting – Build consensus Gather inputs, revise, send for comments Refrain from starting and expecting to finish in one meeting

29. 29 FOR INTERNAL USE ONLY Linkages  Inputs from: –Process Map –C and E Diagram –C and E Matrix  Results to: –Pareto Chart –Control Plan Key tool in Six Sigma projects

30. 30 FOR INTERNAL USE ONLY Session Summary  FMEA can and should be used on all projects  Excellent tool to identify risk  Team based activity  Built in action planning  Living document FMEA is an excellent tool used throughout a project