1.
Logo
QUALITY MANAGEMENT
JENNIFER VU HUONG
(huongvuvu.hut@gmail.com)
Continuous improvement

2.
2
1 Introduction
3
Methodology - DMAIC
CONTENTS
Conclusion4
Results

3.
2
1 Introduction
3
Methodology - DMAIC
CONTENTS
Conclusion4
Results

4.
Introduction – Company profile
The mission of the company is to ensure the best quality of software of
phones to launch to the market in the shortest time without any issues

5.
Introduction – Project overview
Period of
project
• Within 6 months (Jan 2013 ~ June 2013)

6.
Introduction – Project overview
 Recognize an opportunity in the project “Reduce the number of
software issues happened in the market”

7.
Introduction – Data collection
Figure 1: The sales from June 2011 to June 2012
The sales decreased from 500M$ in June 2011 to 405M$ in June 2012

8.
Introduction – Data collection
The number of complaints increased from 115 in June 2011 to 169 in
June 2012
Figure 2: The number of complaints from June 2011 to June 2012

9.
Introduction – Data collection
Figure 3: Complaint Type in 2011
The majority of complaints was related to software issues (55%)

10.
Introduction – Data collection
Figure 4: Complaint Type in 2012
The majority of complaints was related to software issues (59%)

11.
2
1 Introduction
3
Methodology - DMAIC
CONTENTS
Conclusion4
Results

12.
Methodology - DMAIC

13.
Define - Define problem/opportunity

14.
Define - Project charter

15.
Define - Project charter
Milestone Date
Define January 27, 2013
Measure February 29, 2013
Analyze March 21, 2013
Improve April 27, 2013
Control June 5, 2013

16.
Measure - Understand Process

17.
Measure - Tree diagram

18.
Investigate the factors that impact the issue ‘ Lock up’ of phones
Lock up issues happened when using multitasks
Number of lock up issues per 1000 scenarios: 20
After benchmark : 5
X Using 3 functions:
Call, Internet, Maps
Using 4 functions: Call,
Camera, Internet, Maps
Using 3 functions:
Camera,
Internet, Maps
Baseline 5 11 4
Benchmark 2 1 2
Gap 3 10 2
Software
issues/year
38 issues/year
(Reduce 60%)
10 issues/year
(Reduce 90%)
47 issues/year
(Reduce 50%)
Phone
issues/year
104 issues/year
(Reduce 35%)
80 issues/year
(Reduce 50%)
113 issues/year
(Reduce 29%)
We should focus on testing phones with different scenarios using 4 functions:
Call, Camera, Internet, Maps
Measure - Tree diagram

19.
Measure - Process mapping - Cross-Functional Flowchart
ManagerPreparationTestingandmanagingissues

20.
Analyze - Identify Causes

21.
Analyze - Fishbone

22.
Analyze - Cause and Effect Matrix
Cause and Effect MatrixCause and Effect Matrix

23.
Analyze - Cause and Effect Matrix
Should focus on solutions which can solve the main causesShould focus on solutions which can solve the main causes
Main causes

24.
Improve - Identify and implement solutions

25.
Improve – Brainstorming solutions

26.
Improve – Effort-impact matrix
Rank 4 Solutions Low Effort
High Impact
High Effort
High Impact
Low Effort
Low Impact
High Effort
Low Impact
Effort
Impact
Solution 4 was chosen because of its competitive advantages:
low effort and high impact

27.
Improve - Action Plan
Action Plan
Item Action Responsible Due date Status
1 General training VU THI HUONG May 1, 2013 ~ May 4,
2013
Completed
2 Training for each item VU THI HUONG
TUYET MAI
May 5, 2013 ~ May 10,
2013
Completed
3 Assign one senior with one junior
staff
VU LAN May 11, 2013 Completed
4 Kickoff meeting VU LAN
VU THI HUONG
May 13, 2013 Completed
5 Prepare test case VU THI HUONG
TUYET MAI
May 14, 2013 ~ May 17,
2013
Completed
6 Execute test case TEAM MEMBERS May 18, 2013 ~ May 21,
2013
Completed
7 Execute exploratory test TEAM MEMBERS May 22, 2013 ~ June 1,
2013
Completed
8 Weekly meeting VU THI HUONG
TEAM MEMBERS
Every week in May, 2013 Completed
9 Final meeting VU THI HUONG
TEAM MEMBERS
June 2, 2013 Completed

28.
Improve – 5S
 Sort:
– One person only keep:
 10 ongoing test phones
 2 base phones
 2 competitor phones
 5 Simcard of 5 operators
– Return to stores all other phones after finishing any projects
 Straighten:
– Keep phones in personal tray
– Put them into personnel Cabinet when going home
– Keep Simcard in the box
– Fix all chargers with the wall
 Shine:
– Clean workplace before going home
– Lock the cabinet
– Turn off computers/laptops
 Standardize:
– Email reminders every week to keep clean workplace
– Assign one person every day to check all cabinets and laptops before going home
– Email reminders, inform Managers in the case someone does not following the rules
 Sustain:
– Print out the rules and place in front of the table to remind before going home

29.
Control - Sustain Solutions

30.
Control - Control Plan
Control Plan for the project 'Reduce the number of software issues'
Team: Model team Key contact: VU THI HUONG
Date (Orig):
15 June,
2013
Rev. No:
Date (Rev):
25 June.
2013
Specifications /
tolerances
Capability Study Control Method
Process
Step
X's Y's LowerTarget Upper Z Date Size
How it's
measured
%P/T Description Responsable Frequency Reaction Plan
Re-test with
1st selling
and local
country
with final
software
Lock up,
Reset, Power
on/off, No
service, Blue
screen issues
Software
issues
1 0% 1%
100
test
cases
15
June,
2013
10
sample
s
Count
number of
issues
NA
One person
will take care
of 2 samples
and run the
same
scenarios
with both
samples
If phones work
normally
without
abnormal
behaviors then
the test cases
PASS
At least 2
times
executing
one
scenario
for one
sample
Re-test if issues are found, then
inform Managers if the issues are
critical, otherwise register the
issues to Maintaining system
Exploratory
test
Lock up,
Reset, Power
on/off, No
service, Blue
screen issues
Software
issues
1 0% 1%
1000
test
cases
16
June,
2013
20
sample
s
Count
number of
issues
NA
One person
will take
care of 2
samples
and run
the same
scenarios
with both
samples
If phones work
normally
without
abnormal
behaviors then
the test cases
PASS
At least 2
times
executing
one
scenario
for one
sample
Re-test if issues are found, then
inform Managers if the issues are
critical, otherwise register the
issues to Maintaining system

31.
2
1 Introduction
3
Methodology - DMAIC
CONTENTS
Conclusion4
Results

32.
Results – data collection
Figure 5: The average number of software issues and phone issues
in 2011, 2012, 2013
Data was collected in July to Nov, 2013 after launching the phones that were
tested in the continuous improvement project
Data was collected in July to Nov, 2013 after launching the phones that were
tested in the continuous improvement project

33.
Results – data collection
Figure 6: The sales in 2012 (Mar, Apr, May) and
in 2012 (July, Aug, Sep, Oct)
The sales increased from 405M$ in March 2012 to 990M$ in Oct 2013

34.
Results – data collection
Figure 7: The number of complaints
in 2012 (Mar, Apr, May) and in 2012 (July, Aug, Sep, Oct)
The number of complaints decreased from about 160 in 2012 to
around 70 in 2013

35.
Results – Financial benefits
Reduce
risk
Reduce
time
Reduce
cost
Sales
increased
from
405M$
(2012) to
990M$
(2013)
Phone
issues
reduced
from 160
to 70
Software
issues
reduced
from 94
to 14

36.
Results - Safety Performance Scoring
Improved safety
performance score = 12%
Safety Performance Scoring System
Year 2012 2013
Active Leadership 18% 20%
Performance Expectations 30% 30%
Training & Application of Skill 17% 20%
Program Improvement 18% 20%
Lagging Indicators 5% 10%
Total 88% 100%

37.
Results – Customer satisfaction
Number of
complaints
reduced
Number of
customers going to
warranty center
reduced
Possitive
respond from
customers

38.
2
1 Introduction
3
Methodology - DMAIC
CONTENTS
Conclusion4
Results

39.
Conclusion