Lean Six Sigma for Service Black Belt Course Overview


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Lean Six Sigma for Service Black Belt Course Overview

  1. 1. Lean Six Sigma for Service Black Belt Course Overview
  2. 2. Lean Six Sigma for Service Lean Six Sigma Improvement Process Road Map for Service Define Measure Analyze Improve Control Activities • Identify Problem • Identify Key Input, Process and • Propose Critical X’s • Develop Potential Solutions • Develop SOP’s, Training Plan • Complete Charter Output Metrics • Prioritize Critical X’s • Develop Evaluation Criteria & & Process Control System • Develop SIPOC Map • Develop Operational Definitions • Conduct Root Cause Select Best Solutions • Implement Process • Map Business Process • Develop Data Collection Plan Analysis on Critical X’s • Evaluate Solution for Risk Changes and Controls • Map Value Stream • Validate Measurement System • Validate Critical X’s • Optimize Solution • Monitor & Stabilize Process • Gather Voice of the • Collect Baseline Data • Estimate the Impact of • Develop ‘To-Be’ Process Map(s) • Transition Project to Process Customer & Voice of the • Determine Process Each X on Y and High-Level Implementation Owner Business Performance/Capability • Quantify the Opportunity Plan • Identify Project Replication • Develop CCR’s & CBR’s • Validate Business Opportunity • Prioritize Root Causes • Develop Pilot Plan & Pilot Solution Opportunities • Finalize Project Focus • Calculate Financial Benefits Tools • Pareto Charts • SIPOC Map • Pareto Charts • Brainstorming • Control Charts • Project Selection Tools • Operational Definitions • C&E Matrix • Benchmarking • Standard Operating • PIP Management Process • Data Collection Plan • C&E/Fishbone Diagrams • Process Improvement Procedures (SOP’s) • Value Stream Map • Statistical Sampling • Brainstorming Techniques • Training Plan • Various Financial Analysis • Measurement System Analysis • Detailed ‘As-Is’ Process Maps • Line Balancing • Communication Plan • Charter Form (MSA), Gage R&R • Basic Statistical Tools • Process Flow Improvement • Implementation Plan • Stakeholder Analysis • Constraint Identification • SupplyChainAccelerator • Replenishment Pull • Visual Process Control • Communication Plan • Setup Reduction Analysis • Purchasing and Sales Strategy • Process Control Plans • SIPOC Map • Generic Pull • Non Value-Added Analysis • Poka-Yoke • Project Commissioning • High-Level Process Map • Kaizen • Hypothesis Testing • FMEA • Project Replication • Non-Value Added Analysis • TPM • FMEA • Solution Selection Matrix • Plan-Do-Check-Act Cycle • VOC and Kano Analysis • Control Charts • Box Plots • ‘To-Be’ Process Maps • RACI and Quad Charts • Process Capability, Cp & Cpk • Interaction Plots • Piloting and Simulation • Simple & Multiple Regression • ANOVA Introductions and LSS Course Overview 2
  3. 3. Lean Six Sigma How Do We Learn? for Service Teaching Retention Characteristics Techniques Rate Time Pressured Presentation 5% Content Focused Spray and Pray Reading 10% Audio-Visual 20% Demonstration 30% Discussion Group 50% Practice with Feedback 75% Learner Focused Teach Others/Immediate Use 80% Interactive Time-Consuming Introductions and LSS Course Overview 3
  4. 4. Lean Six Sigma Prework for Service u Each week students have specific reading and exercises that are to be completed prior to class u Course Textbooks n The Six Sigma Handbook by Pyzdek n Basic Statistics by Kiemele, Schmidt, and Berndine n Understanding Variation by Wheeler u Minitab exercises and reading Introductions and LSS Course Overview 4
  5. 5. Lean Six Sigma Our Learning Environment for Service u Prework (reading and problem solving) u Classroom concept lecture/discussion u Classroom application – Instructor-led u Classroom application – Team-led u Classroom team teach back u Homework assignments u Homework debrief (for end-of-day assignments) Note: Minitab statistical software and a laptop computer are required for this course Introductions and LSS Course Overview 5
  6. 6. Lean Six Sigma Our Learning Environment: Exercises for Service u Written case studies u Hands-on business simulations u Minitab software problem solving u MS Excel problem solving u Team and individual learning opportunities u Exams n Formal exams held at the end of each week n Week 4 exam is comprehensive Introductions and LSS Course Overview 6
  7. 7. Lean Six Sigma Our Learning Focus – “Lean Six Sigma” for Service u “Six Sigma” n Term originally comes from statistics n Statistics help us measure and understand both individual data points, averages, and variation in a process or service n Primary focus is achieving improvements in service quality and cost u “Lean” n Focus is eliminating non-customer value added waste in a process or service n Result is reducing service cycle times, improving on-time delivery performance, and reducing cost u “Lean Six Sigma” n Combines the speed and power of both Lean and Six Sigma n “Only a fast and responsive process is capable of achieving high quality, and only a high quality process can sustain high velocity” Introductions and LSS Course Overview 7
  8. 8. Lean Six Sigma Week 1 – Define and Measure for Service Define u Introduction to Lean Six Sigma and DMAIC process u Identify and/or validate customer requirements, project goal, and project scope u Prepare team and organization for project launch Measure u Define critical metrics necessary to measure customer service or product performance u Highlight potential opportunity areas by mapping the process u Develop a methodology to effectively collect data to measure performance u Determine baseline service or product performance Introductions and LSS Course Overview 8
  9. 9. Lean Six Sigma Agenda – Week 1 for Service u Introductions and Lean Six Sigma u Transactional Cycle Time Simulation Course Overview u Defining Process Requirements u DMAIC Philosophy and Lean Six Sigma Strategy u Gate Review Process and Define Gate Review u DMAIC Simulation – Round 1 u Introduction to Measure u Introduction to Define u Determine What to Measure and u Multi-Generation Project Planning Data Collection u Identifying Financial Benefits u Minitab Overview u Validate Business Opportunity – u Introduction to Process The Project Charter Measurement u Project Management u Teachback u Document and Analyze the Process u Week 1 Exam u Value of Cycle Time u Next Steps Introductions and LSS Course Overview 9
  10. 10. Lean Six Sigma Week 2 – Measure for Service Measure u Learn tools for implementing “quick win” break through process improvements Analyze u Learn analytical and statistical techniques for identifying the potential root causes of a problem Introductions and LSS Course Overview 10
  11. 11. Lean Six Sigma Agenda – Week 2 for Service u Expectations and Review u Measure Gate Review u DMAIC Simulation – Round 2 u Introduction to Analyze u Introduction to Quick Improvement u Basic Tools u Quick Improvement – 5S u Cause and Effect Matrix u Quick Improvement – Work Control u FMEA Systems (Generic Pull) u Confidence Interval, u Quick Improvement – Generic Pull Hypothesis Tests, and Simulation Power u Quick Improvement – Setup u Simple Linear Regression Reduction u Teachback u Control Charts u Week 2 Exam u Measure System Analysis (MSA) u Next Steps u Process Capability Introductions and LSS Course Overview 11
  12. 12. Lean Six Sigma Week 3 – Improve for Service Improve u Learn Lean techniques for implementing cycle time and on-time delivery improvements in a process Introductions and LSS Course Overview 12
  13. 13. Lean Six Sigma Agenda – Week 3 for Service u Expectations and Review u 2-Bin Replenishment Pull Case Study u DMAIC Simulation – Round 3 u Process Flow Improvement Overview u Multiple Regression u Process Constraint Identification u ANOVA One and Two Way u Process Balancing u Process Balancing Case Study u Impact of Process Complexity u Process Flow Improvement u Process Complexity Case Study u Value Add Time Reduction u Queuing Theory u Process Flow Case Study u Analyze Gate Review u Teachback u Introduction to Improve u Week 3 Exam u Solution Development u Next Steps u Replenishment Pull Systems Introductions and LSS Course Overview 13
  14. 14. Lean Six Sigma Week 4 – Improve and Control for Service Improve u Learn statistical techniques for finding the “sweet spot” to improve performance and optimize performance gains Control u Learn the importance of “mistake-proof” in a process to prevent future defects from ever occurring u Learn how to build a process control plan and put in place ongoing metrics to “sustain the gains” achieved by the project u Transfer ownership of the project back to the sponsoring organization making the new process “a way of life” Introductions and LSS Course Overview 14
  15. 15. Lean Six Sigma Agenda – Week 4 for Service u Expectations and Review u Process Control and Implementation Plans u DMAIC Simulation – Round 4 u Mistake Proofing u Strategic and Tactical Purchasing u Mistake Proofing Exercise u Sales and Operations Planning u Visual Process Control Tools u Introduction to DOE u Takt Board Exercise u Commercial Profit DOE Simulation u Control Gate Review u Pilot the Solution u Project Closeout u Risk Assessment u Teachback u Improve Gate Review u Week 4 Final Exam u Introduction to Control u Course Closeout u Process Control Chart Review Introductions and LSS Course Overview 15
  16. 16. Project Presentations
  17. 17. Lean Six Sigma Project Presentations – Overview for Service u Each Black Belt candidate is expected to give a short visual and oral presentation on their project each week. n At the beginning of the week, Black Belts will post their project presentations on a prominent section of the classroom wall. n The presentation should be short, concise, and well practiced. n Each presentation will be followed by a short question-and-answer period. u The presentations are designed to help Black Belts: n Receive critique on Lean Six Sigma problem solving methodology, n Develop their public speaking skills, n Receive critique on presentation style, and n Learn about other Black Belt projects in process. u The presentations may be interspersed throughout the week for short changes of pace. Introductions and LSS Course Overview 17
  18. 18. Lean Six Sigma Project Presentations – Week 1 for Service u For Week 1, each Black Belt should post their Project Charter on a prominent section of the classroom wall. u Each Black Belt candidate should introduce their: n Project name and description n Project goal, scope, objectives n Current and expected impact on customers n Connection to Corporate or Business Unit strategy n Anticipated financial benefit n Sponsoring organization and team members u The time allocated for each presentation will be three minutes. Introductions and LSS Course Overview 18
  19. 19. Lean Six Sigma Project Presentations – Weeks 2, 3, & 4 for Service u At the beginning of each week, Black Belts should post their Project “Storyboards” on a prominent section of the classroom wall. u Each Storyboard should: n Show the current project status n Support the oral presentation and “tell a story” n Follow the DMAIC process to structure and organize the tools used n Be readable; summarize and condense exhibits where necessary n Use arrows, call out boxes, and balloons to highlight questions, key leanings, risks & issues, etc. n Display data supporting findings and conclusions u Each presentation should last a maximum of 5 minutes, followed by a 2-3-minute Q & A period. Introductions and LSS Course Overview 19
  20. 20. Lean Six Sigma Project “Storyboard” – Example for Service Define 1.2 Day Project Charter CCR Gap Sigma Performance BUS CASE: Be #2 Fin Service Provider Level of 1.3 GOAL: Reduce Loan/Lease CT from 9.2 to 8.0 days by July 1 Measure FIN IMPACT: $2.7M per year Analyze Control Improve Pilot Plan Loan or Lease Screen “Officer performs Entry both” & “Officers changed”, Color eliminated as Printouts contributors to high Rewards cycle time. & Recog Officer Work & Turnover, Waiting, & Automation Affect CT; Job Aids affect Variation in CT Flex Time Introductions and LSS Course Overview 20
  21. 21. Lean Six Sigma Course Deliverables for Service u Binder containing course materials (one for each week) u Virtual Coach software (includes all course materials, glossary, references, and exercises) u Textbooks: n The Six Sigma Handbook n Basic Statistics n Understanding Variation u Continental breakfast and lunch daily, plus snacks and drinks u Certificate stating that the participant has completed the BB Course n A 2nd certificate is issued upon completion of two (2) black belt level projects Introductions and LSS Course Overview 21
  22. 22. Copyright Notice This Training Manual and all materials, procedures and systems herein contained or depicted (the "Manual") are the sole and exclusive property of George Group Consulting, L.P. (“George Group”). The contents hereof contain proprietary trade secrets that are the private and confidential property of George Group. Unauthorized use, disclosure, or reproduction of any kind of any material contained in this Manual is expressly prohibited. The contents hereof are to be returned immediately upon termination of any relationship or agreement giving user authorization to possess or use such information or materials. Any unauthorized or illegal use shall subject the user to all remedies, both legal and equitable, available to George Group. This Manual may be altered, amended or supplemented by George Group from time to time. In the event of any inconsistency or conflict between a provision in this Manual and any federal, provincial, state or local statute, regulation, order or other law, such law will supersede the conflicting or inconsistent provision(s) of this Manual in all properties subject to that law. © 2003 by George Group Consulting, L.P. All Rights Reserved.