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2. 2
PDSA/PDCA and QC Tools
P-Define
ACT PLAN
STUDY DO
Brainstorming
Pareto analysis
Why-Why diagram
Check sheets
Run charts
Control charts
Cause and effect
diagram
Scatter diagrams
Control charts
Run charts
Histograms
Scatter diagrams
Check sheets
Pareto charts
Continuous
improvement
3. 3
Phases of Six Sigma
Define
DEFINE MEASURE ANALYZE IMPROVE CONTROL
Step D.1 Step D.2
Step Map project Approve Project
Deliverables Project Charter
COPIS
Project Feasibility
Tools Survey
Focus Group
Interview
Charter
COPIS
CBA
FMEA
4. 4
Topics
About Projects
Customer, CTQs and VOC
COPIS
Project Charter
Characteristics of a good project
Should have clearly defined scope
Should have significant impact on customer
Should be in line with business objectives
Should have synergy with other projects (must not conflict)
Should be focused on key CTQ
Should generate bottom-line hard dollar benefits, Cost Avoidance or
Productivity increase
Define
5. 5
Idea of Projects
Project topics usually surface as issues in a product or process. The project
ideas may also come from:
Customer dashboards
Customer Surveys
Other related projects
Internal issues
The tools which can be used to identify project ideas:
Brainstorming
QFD
Root cause analysis
Define
6. 6
Topics
About Projects
Customer, CTQs and VOC
COPIS
Project Charter
Identifying the Customer
Who is the customer? Internal Customer or External Customer ?
Customer receives the output of a process
Internal customer: E.g. Marketing person for manufacturing company is an internal customer
External customer: E.g. Buyer of the product or services
Define
7. 7
What is Critical to Quality (CTQ)
CTQ’s from any process are translated from customer
requirements
Customer to CTQ
What is a CTQ? [Business or Customer CTQ?]
A CTQ (Critical to Quality) also known as a KPI (Key Process Indicator) is a metric that
measure some aspect of a product or process which is critical to the customer. The
customer defines acceptable levels for CTQs using specification limits.
Define
8. 8
CTQ Tree eg. in Six Sigma Project
Define
Cost of Dissatisfaction (COD), Cancellation (CNL), Net Promoter Score (NPS) and Quality are the 4
different groups under the Americas Sales Operations workgroup.
This project is being run for the NPS group with focus on the Support subgroup. Poor Support
Quality has resulted in a significant impact on the customer satisfaction with customers choosing
to prefer other brands over XYZ.
COD
NPS
CNL
QUALITY
SUPPORT
Quality
PRODUCT
SALES
Output
Project Y
9. 9
Who are Customers?
External
Those outside the organisation who actually receive its
output
i.e. End Customers
Any Individual or a Department who receives the Output of your Process is your
Customer
Internal
Those within the Organization who benefit from the Service
Lets Discuss: Customer vs. End Consumer……………are they
different!!
Define
10. 10
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