Quality Quick Session #1 Big Y, Little Y And All The Xs


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Part of series of Six Sigma Tool reviews I created for a department needing refresher training

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  • good slides; if I may, two feedback for your considerations: between slide 4 and 7, other than VOC, we may add VOB / voice of business since that's related to 'internal customers', unless C in VOC is generalized to both internal and external customers; for slide 10, I don't think the X are the same X as referred in your slides 11 and 12... Hope it helps, my humble opinion
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Quality Quick Session #1 Big Y, Little Y And All The Xs

  1. 1. Quality Quick Session#1 Big Y, Little Y, and a whole bunch of X’s Presented by Jim Deaton 8-14-07
  2. 2. Objectives For Today’s Session <ul><li>Review the relationship between Voice of Customer (VOC) and Critical To Quality (CTQ) </li></ul><ul><li>Review how a COPIS helps in identifying Big Y, Little Y and Y=f(X) </li></ul><ul><li>Do COPIS, VOC to CTQ translation, and Identify Big Y, Little Y and Y=f(X) </li></ul>
  3. 3. VOC Defined What is critical to the quality of the process according to your customer? <ul><li>4 Key VOC Tools: </li></ul><ul><li>Surveys </li></ul><ul><li>Focus Groups </li></ul><ul><li>Interviews </li></ul><ul><li>Customer Complaints </li></ul>Customer Process Process Customer’s View of Contribution Traditional View of Contribution
  4. 4. CTQ Defined <ul><li>CTQs (Critical to Quality) are the key measurable characteristics of a product or process whose performance standards or specification limits must be met in order to satisfy the customer. </li></ul><ul><li>They align improvement or design efforts with customer requirements. </li></ul><ul><li>To put it in layman's terms, CTQs are what the customer expects of a product... the spoken needs of the customer. </li></ul>Two Categories For CTQs Customer Driven CTQs Process Driven CTQs Internal customer, regulatory external customer
  5. 5. CTQ – Measurable & Actionable CTQ Measurable Actionable If we can measure it, then we can build strategies to meet customer needs Something we can express in numbers Something we can take action on
  6. 6. CTQ Examples Poor CTQ example When responding to a request for information or documents from a 3rd party intermediary (i.e.. Agency, Attorney or Buyer), verify that the account is currently placed with the requesting intermediary before providing any account information. Why? The above example reads more like a procedure that we have to follow rather than VOC. Better CTQ for this example: Account information can only be shared with those allowed by law. Poor CTQ example Incoming calls from customers must be answered in a timely fashion. Why? CTQ’s must not only be actionable but also measurable as well. Better CTQ for this example: Calls from customers must be answered within 20 seconds.
  7. 7. Translating VOC We need to translate our VOC in to something meaningful that that can be measured Translation CTQ VOC “ It takes you so long to approve the loan and get me the cash” Timely Application Processing CTQ’s are the output of this translation
  8. 8. Example: Monthly Customer View Score Tabulation Sheet Function Critical to Quality (CTQ) Weighting Count Score Customer Service Calls unanswered No unanswered calls Count X 2 56 112 Delay in answering Greater than 30 seconds Count 144 144 Question not answered, call back required No call backs Count 23 23 Shipping Late shipments No late shipments Count X 2 56 112 Incorrect item/quantity No incorrect items Count X 2 4 8 Incorrect address No incorrect addresses Count X 2 6 12 Shipper error No errors Count X 2 20 40 Production/QC Product defects reported No defects Count X 2 112 224 Planning/Inventory Backorders <2 days No backorders Count X 2 61 122 Backorders >2 days No backorders Count X 4 18 72 Monthly Customer View Score        869
  9. 9. COPIS Customer Process Supplier Output Input Customer – Whoever receives the output of your process Output – The material or data that results from the operation of a process Process - The activities you must perform to satisfy your customer’s requirements Inputs – The material or data that a process does something with Supplier – Whoever provides the input to your process
  10. 10. COPIS C O P I S Customer Outputs (Use nouns) Process (Use Verbs) Suppliers Inputs (Use nouns) Requirements Requirements Measures Measures CTQ1 CTQ2 CTQ3 CTQ4 Etc. X1 X2 X3 X4 Etc. High Level Step 3 High Level Step 4 ETC. ETC. High Level Step 2 High Level Step 1
  11. 11. Big Y, Process Y, Project Y and a Bunch of X’s Business Big Y’s Project Y Process Y’s Y Y Y Y Key output metrics that are aligned with strategic goals/objectives of the business. Big Y’s provide a direct measure of business performance. Key output metrics that summarize process performance Key project metric defined from the customer’s perspective Any parameters that influence the Y X 1 X 2 X 3 Management PROCESS
  12. 12. Exercise: Translating VOC 15 min Take an example from your department of a common VOC. Develop your CTQ and identify Big Y, a Little Y and the X’s connected to the little Y. X1,….Xz Little Y Big Y CTQ VOC