Create high level process map, obtain client input, priorities and CTQ’s, gather initial data/ metrics, determine current process Sigma level, develop initial value proposition, make Go/No Go decision.
How does the process perform relative to “critical to quality” requirements?
Determine how data you gather affects the project objectives
Given information that you gather, do you need to reset/refine the project objectives?
Process Mapping Symbols A PROCESS MAPPING SYMBOLS Activity Actor Activity; indicates actions performed as part of the process. The statement inside the symbol should begin with a verb. Actor; role which performs the activity, ie. trader, mid-office manager, client, etc. Outcome; indicates endpoint of a process. Connector; indicates connection to another section of the process. Trigger; indicates what initiates an instance of the process. Decision; indicates evaluation or inspection. There will always be two direction arrows - one for “yes”, one for “no” decisions. Control Point; indicates point at which a control is applied.
Specifies requirement — “must-have” or “must be” attributes
Can be measured
Establishes a target
Acceptable range of performance
To be useful, we must ultimately convert the Voice of the Customer data into factors Critical to Quality in the client’s eyes. We can then use these as requirements to assess the performance of our processes. CTQ’s are not defined to the point that a clear target with specifications is established, they are not useful in determining our current defect levels.
• Variation means that a process does not produce exactly the same result every time the product or service is delivered.
• Variation exists in all processes
• Measuring and understanding variation in our business processes helps identify specifically what the current level of performance is and what needs to change in order to reduce the variability and reduce the defects delivered to customers.
Develop a pilot implementation plan, execute the pilot, interpret and learn from the results, create a full implementation plan, execute the full solution, measure the results, develop control methods, manage the change
5.1 Develop the Pilot Plan
What, Why and When to Pilot: Define the objectives and evaluation criteria for a pilot solution
Elements of a pilot plan
How to pilot
5.2 Execute Pilot/ Interpret and Learn from the Results
Conduct the pilot
Measure and verify results
Determine next steps: build experience and lessons learned to support full scope implementation