Six Sigma Green Belt Developing Performance Indicators 6
Six Sigma Green Belt Developing Performance Indicators -6 -4 -2 0 2 4 6 1
Six Sigma Green Belt Lord Kelvin - - - When you measure what you are speaking about and express it in numbers, you know something about it, but when you cannot express it in numbers your knowledge about it is of a meager and unsatisfactory kind. Our Hero 2
Six Sigma Green Belt Data - Feedback Circuit Input Output V v t Amplifier t Feedback 3
Six Sigma Green Belt Business Process Data INPUT OUTPUT SUPPLIER INPUT ACTIONS OUTPUT SUPPLIER CUSTOMER INPUT Obtaining Voice of Customer Data: • Reactive (Complaints, Returns, Defects, Web Site Comments, etc. ) • Proactive (Interviews, Focus Groups, Surveys, Mystery Shopper, etc. ) 4
Interview Guide – Obtaining Requirements Six Sigma Green Belt 5
CTQs Defined Six Sigma Green Belt 6
Quality Components Six Sigma Green Belt “BIG” QUALITY “LITTLE” QUALITY COST DELIVERY Product or service features, attributes, dimensions, characteristics relating to the function of the product or service, reliability, availability, taste, effectiveness, - also rework or scrap Cost to manufacture, transport, distribute, inventory, sales price, cost to consumer (initial plus life cycle) Production volumes, lead times, turn-around-times, setup times, delivery time, delays SERVICE & SAFETY Problems occurring after purchase, failures, parts availability, service, warranties, maintainability, customer required maintenance, product liability, and safety CORPORATE RESPONSIBILITY Problems arising from pollution, “damage” to society or the environment, disposal 7
Cause & Effect (Ishikawa) Diagram Methods Materials Machines Process Variables (Causes) People Information Six Sigma Green Belt Quality Characteristic CTQ (Effect) Environment 8
Measurement System - Variation Six Sigma Green Belt INSTRUMENT EVENT OBSERVER Issues: Accuracy, Precision, Repeatability, Reproducibility, Linearity, Drift, Calibration Frequency, . . . 9
Summary – Selecting Indicators Prob Co lems mp Voice of the Customer lain Costs ts Six Sigma Green Belt Identify Product or Process Associated with Problem egy at Str Identify the Product/Process’ Key Characteristic(s)/CTQs Problem Area Selected for Attention Determine a Measure and Associated Data Collection Plan Collect CTQ Data 10
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