2. Define Module Roadmap Define 1D – Define VOC, VOB, and CTQ’s 2D – Define Project Boundaries 3D – Quantify Project Value 4D – Develop Project Mgmt. Plan Measure 5M – Document Process 6M – Prioritize List of X’s 7M – Create Data Collection Plan 8M – Validate Measurement System 9M – Establish Baseline Process Cap. Analyze 10A – Determine Critical X’s Improve 12I – Prioritized List of Solutions 13I – Pilot Best Solution Control 14C – Create Control System 15C – Finalize Project Documentation Green 11G – Identify Root Cause Relationships
18. What to Look For: Relative Heights of the Bars Pareto Principle applies: one or a few categories account for most of the problem. Focus improvement effort on top one or two bars I f you see this… Pareto Principle does not hold: bars are all about equal height. Not worth it to investigate tallest bar. Look for other ways to categorize data, or look for different kind of data on this problem. Interpretation & Action
23. Exercise: Creating & Interpreting a Pareto Chart Instructions: Open Minitab (refer to the following slide) and create a Pareto Chart in Minitab using this data Stat > Quality Tools > Pareto Chart Department Number of Complaints Banquet 8 Bell stand 3 Front desk 22 Health club 3 Housekeeping 14 Maintenance 12 Restaurant 7 Room service 67 Other 8 Total 144 5 Min
24. To Create a Pareto Chart in Minitab, Select: Stat > Quality Tools > Pareto Chart Enter your data categories and number of defects here
25. Enter the label, frequency information, and chart title, then click on OK
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27. Chi-Square Goodness of Fit Ho: Proportion of all groups are equal Ha: Proportion of at least one group is different
40. Receivables VOC Plan: Who Customers and Segments Who Position in organization Accts. Payable vs. Purchasing Agents vs. End users Type of business Govt. & people who work with govt. vs. Non-govt. vs. Foreign vs. Distributors Type of payment Credit card vs. Purchase order vs. invoice vs. pre-pay by check Payment history on-time vs. late Organizations vs. Individuals
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49. Interview Flow 5. Ask to be rated on a scale 1. Describe background and purpose 2. Establish the context 3. Ask open-ended questions 4. Summarize and rank the issues 6. Close the interview 7. Summarize your interview findings
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55. Example: CTQ Tree Good Customer Service Knowledgeable reps Answers given by reps are correct Reps can answer questions asked by customer without further research Researched information returned quickly Friendly reps Customer greeted by name Customer not interrupted Short wait Time on hold Customer transferred immediately to the person who can help them Need Drivers CTQs General Specific Hard to measure Easy to measure
56. How to Create a Tree Diagram 1. List the customer needs. 2. Identify the major drivers for these needs (major means those which will ensure that the need is addressed). 3. Break each driver into greater detail. 4. Stop the breakdown of each level when you have reached the level of detail where you can measure whether you meet the customer need or not.
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59. Instructions: Use the blank tree diagram to translate a customer need from your project into a CTQ requirement. Be prepared to discuss your work with the class. Identify gaps between CTQs and current process performance. Project Worksheet Exercise: Generating CTQs 5 Min
60. CTQ Tree Exercise Need Drivers CTQs General Specific Hard to measure Easy to measure
64. Affinity Diagrams Tools Program Change Spare Parts Maintenance Not able to change the program No training in setting parameters Programs not available 15% of the time no spare parts are available Everybody has his own supply Only first operator can order No maintenance plan Wrong intervals Machine More Staff Different screw sizes Clamping Missing rails Access Operation Central control panel Test program not integrated
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66. Pizza Delivery Affinity Diagram Example I want the pizza to have lots of toppings Why is it the delivery person never has correct change? Our last pizza was hot They always get my order mixed up with the other Barnes family 2 blocks down The last Pizza we got was great. Best ever! They promised 45 minute delivery and it got here in 35. I’m impressed! They promised 30 minute delivery and they were late. It was 35 minutes. At least the delivery person was friendly. The last time they mixed up our order, they gave it to us for free.
67. Pizza Delivery Affinity Diagram Example (cont’d) Delivery Service Quality I want the pizza to have lots of toppings Why is it the delivery person never has correct change? Our last pizza was hot They always get my order mixed up with the other Barnes family 2 blocks down The last Pizza we got was great. Best ever! They promised 45 minute delivery and it got here in 35. I’m impressed! They promised 30 minute delivery and they were late. It was 35 minutes. At least the delivery person was friendly. The last time they mixed up our order, they gave it to us for free.
68. Pizza Delivery Affinity Diagram Example (cont’d) Delivery Service Quality I want the pizza to have lots of toppings Why is it the delivery person never has correct change? Our last pizza was hot They always get my order mixed up with the other Barnes family 2 blocks down The last Pizza we got was great. Best ever! They promised 45 minute delivery and it got here in 35. I’m impressed! They promised 30 minute delivery and they were late. It was 35 minutes. At least the delivery person was friendly. The last time they mixed up our order, they gave it to us for free.
69. Pizza Delivery Affinity Diagram Example (cont’d) Delivery Service Quality I want the pizza to have lots of toppings Why is it the delivery person never has correct change? Our last pizza was hot They always get my order mixed up with the other Barnes family 2 blocks down The last Pizza we got was great. Best ever! They promised 45 minute delivery and it got here in 35. I’m impressed! They promised 30 minute delivery and they were late. It was 35 minutes. At least the delivery person was friendly. The last time they mixed up our order, they gave it to us for free. Pizza to be xx O F upon arrival Order is correct or it is free. All pizza’s delivered within 30 minutes of it’s order.
