1. Paresh Naik December 3, 2004 STC India’s 6 th Annual Conference Using DFSS Tools for Better Technical Writing Processes and Deliverables www.vmoksha.com

2. Paresh Naik2Using DFSS Tools… Agenda What we will do today? Explain DFSS tools: TPM, PM,SIPOC, FMEA, C&E, QFD, Pugh Chart, Balanced scorecard Identify their usage in Technical Writing projects What we will NOT do today? Get into jargon Try to form a universal definition of quality of information products Discuss what metrics are relevant

3. Paresh Naik3Using DFSS Tools… Background Why bother? Various quality frameworks Six sigma: Origin and relevance to technical writing

4. Paresh Naik4Using DFSS Tools… Thought Process Map Visual representation of interconnected thoughts/ideas Presents structure of information Related tools: Fishbone diagrams/Affinity Diagrams, RCA

5. Paresh Naik5Using DFSS Tools… Thought Process Map - Examples ? 1 1 1 1 1 1 2 2 2 2 2 2 3 3 3 ExampleMind map Affinity Diagram Additional information layers with colours, shapes Can evolve into Kuno Analysis, Profit Matrix

6. Paresh Naik6Using DFSS Tools… Thought Process Map - Usage Thinking through complex problems Note taking, summarizing information: Brainstorming sessions, Interviewing SMEs, Information gathering For consolidating information in distributed teams Record all the considerations behind introduction of new processes, projects, initiatives or any major decision Document design – Audience Analysis, Task Analysis

7. Paresh Naik7Using DFSS Tools… Process Map Visualizing process steps Basis for continuous improvement Developing common understanding between all stakeholders on all aspects of process steps like entry and exit points, roles and responsibilities, and so on

8. Paresh Naik8Using DFSS Tools… As you see it Process Map - Usage The hidden factory Improving your documentation process Examine your current documentation process

9. Paresh Naik9Using DFSS Tools… Process Map - Usage Question each step for SIPOC Process step owner, entry and exit criteria, controls, deliverables, metrics Identify Factors causing variation and defects Sources of scrap, rework, and waste Optimize by constant reviews Defect prevention – injection and removal efficiencies of different steps, Pareto and Orthogonal Defect Classification Identify mistake proofing points – Checklists etc. Process organizes work – PEOPLE do it Step 1Step 2Step n Inputs Output

10. Paresh Naik10Using DFSS Tools… Process Map - Usage In information products to provide context, overview Receiving Site = Processing Site? Product Returned Product Returned Book Product as Un-notified Return Book Product as Un-notified Return Book Product into Receipt Plant Book Product into Receipt Plant Book Product into Return Plant Book Product into Return Plant Redirect to Return Plant Redirect to Return Plant Yes No Yes Create Notification Create Notification CSR Activity ? Notified Return? Details acceptable? Start End Print Goods Receipt Note Print Goods Receipt Note ?? Exception Process Exception Process Contact Customer Contact Customer Yes No Process step outside the software Manual decision Process step covered in this guide Process step not covered in this course Key Process H&S Documents Process H&S Documents SCR Activities System decision

11. Paresh Naik11Using DFSS Tools… SIPOC SIPOC Requirements Measures SuppliersInputsOutputsCustomers Input BoundaryOutput Boundary Process Measures

12. Paresh Naik12Using DFSS Tools… SIPOC - How? Steps: Identify customers and stakeholders. Identify customer/stakeholders requirements. Identify gaps in requirements and the process outputs. Identify process inputs and suppliers. Identify gaps between process input requirements and the suppliers’ inputs. Identify data collection needs. Identify resource requirements, corrective actions to meet the gaps.

13. Paresh Naik13Using DFSS Tools… SIPOC - Usage Document the links between suppliers and customers Identify “gaps” and improvement areas Example:

14. Paresh Naik14Using DFSS Tools… FMEA Failure mode effect analysis A tool used in: Product design to prioritize focus areas for robust design Project tracking to control key risks Software Development to develop test cases 3. Build Contingency and Corrective Action Plans 2. Assess Risks 1. Identify Failure Modes, Effects, Causes, and Controls

15. Paresh Naik15Using DFSS Tools… FMEA – How? Identify potential failure modes, effects, and causes Identify the existing controls Select the rating scales for Severity of effects (SEV) Frequency of cause (OCC) Detection capability (DET) Calculate RPN by multiplying SEV, OCC, DET values Prioritize risks using the RPN Plan for action items with responsibilities assigned Reassign the appropriate SEV, OCC, DET values and compare RPNs

16. Paresh Naik16Using DFSS Tools… FMEA - Usage Identify and mitigate risks in any major process change, new initiative Track risks in your documentation projects: Recognize and evaluate potential failures and their effects Continuous risk monitoring Plan and track the risk mitigation actions Not one time – update at milestones, on major developments Identify failure risks of any new design

17. Paresh Naik17Using DFSS Tools… Relationship Matrices Quality Function Deployment/House of Quality Cause and Effect Matrix Pugh Chart/Matrix

18. Paresh Naik18Using DFSS Tools… QFD A tool for product/process design focused on meeting customer needs

19. Paresh Naik19Using DFSS Tools… QFD - Interpreting Need with No Feature Unnecessary Feature Some relations Overlooked ? Strong Moderate Weak Customer need Product feature Relation:

20. Paresh Naik20Using DFSS Tools… Cause and Effect Matrix A matrix relating the key process steps and inputs to the key customer requirements to identify vital process steps

21. Paresh Naik21Using DFSS Tools… Pugh Matrix A tool from product design to evaluate alternative design concepts

22. Paresh Naik22Using DFSS Tools… Relationship Matrices - Usage Use as is or extend and adopt the concept of relationship matrix QFD for process improvement: Ensure customer requirements flow down to all the phases of development, Evaluate documentation process to identify wasteful steps Design information products, define set of user documents, find opportunities for information reuse Pugh Matrix: Quantify decision making process C&E Matrix: Prioritize based on all influencing factors

23. Paresh Naik23Using DFSS Tools… Relationship Matrices - Examples

24. Paresh Naik24Using DFSS Tools… Scorecard Balanced scorecards for tracking Quality, Productivity, Predictability, Customer Satisfaction Schedule, Scope, Budget, Quality No one-for-all approach Measurement as means and not the end External Internal Subjective Objective Metrics

25. Paresh Naik25Using DFSS Tools… Summary Thought Process Maps - Correlations Process Maps - Basis for improvement SIPOC - Critically examine process steps FMEA - Risk monitoring and mitigation Relationship Matrices - Decision making, prioritizing QFD Pugh Matrix C&E Matrix Balanced Scorecard - See the bigger picture

26. Paresh Naik26Using DFSS Tools… Key takeaways DFSS tools help you to Quantify Reduce subjectivity Consider all correlations And hence, achieve better Technical Writing processes and deliverables

27. Paresh Naik27Using DFSS Tools… References www.isixsigma.com DocQment, Quarterly Newsletter of the STC Quality Special Interest Group Lori Beard, Jennifer Fleming, and Erin Beal Welch, Applying Six Sigma Principles to Everyday Projects, STC’s 50 th Annual Conference, Dallas, TX, May 2003

28. Thank You!