A review of how the DMAIC methodology follows the typical steps we follow when trying to resolve a problem.

1. Section & Lesson #:
Pre-Requisite Lessons:
Complex Tools + Clear Teaching = Powerful Results
Problem Resolution using DMAIC
Six Sigma-Overview – Lesson 1
A review of how the DMAIC methodology follows the typical steps we
follow when trying to resolve a problem.
Introductory #02 – Introduction to Lean and Six Sigma
Introductory #03 – Lean and Six Sigma Project Methodologies
Copyright © 2011-2019 by Matthew J. Hansen. All Rights Reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted by any means
(electronic, mechanical, photographic, photocopying, recording or otherwise) without prior permission in writing by the author and/or publisher.

2. Six Sigma is Problem Resolution
o Six Sigma is best known as a formal methodology for resolving problems.
• Practically, it’s a way we can increase confidence (lower risk) for critical business decisions.
o Six Sigma methodology is built on the 5 basic steps of problem resolution:
o Let’s review an example using the problem resolution steps.
• Scenario: Doctor diagnoses and cures Matt’s daughter Hannah.
• Based on this scenario, let’s explore the following:
 What are the various roles and how do they apply to Six Sigma?
 How does the problem resolution method apply to the Six Sigma
methodology of DMAIC?
2
Understand
the problem
Gather
reliable info
Identify
root cause
Fix
root cause
Sustain
Improvement
Copyright © 2011-2019 by Matthew J. Hansen. All Rights Reserved. No part of this publication may be
reproduced, stored in a retrieval system, or transmitted by any means (electronic, mechanical, photographic,
photocopying, recording or otherwise) without prior permission in writing by the author and/or publisher.

3. Applying the Problem Resolution Method
o Roles in Scenario:
• Hannah = The business or process itself
• Dad/Mom = Sponsor and/or Champion
• Doctor = Six Sigma Black Belt
o Method in Scenario:
3
Understand
the problem
Gather
reliable info
Identify
root cause
Fix
root cause
Sustain
Improvement
Ask questions = Build a problem statement clearly defining the pain.
Take swab = Collect reliable information to test root cause.
Run strep test = Apply statistical tools on collected data.
Prescribe meds = Recommend an improvement to fix root cause.
Take antibiotics = Implement improvement with Sponsor’s support.
Copyright © 2011-2019 by Matthew J. Hansen. All Rights Reserved. No part of this publication may be
reproduced, stored in a retrieval system, or transmitted by any means (electronic, mechanical, photographic,
photocopying, recording or otherwise) without prior permission in writing by the author and/or publisher.

4. Translating Problem Resolution to Six Sigma
o How does the problem resolution method compare to Six Sigma?
• DMAIC is an acronym representing 5 phases for problem resolution using Six Sigma tools.
o What if the root cause and improvement are unknown?
• The doctor relied on prior analysis & testing to know the right root cause & improvement.
• Six Sigma focuses on this analysis & testing when the root cause & improvement are unknown.
4
Understand
the problem
Gather
reliable info
Identify
root cause
Fix
root cause
Sustain
Improvement
Define
Measure
Analyze
Improve
Control
• These are the most critical phases for
applying Six Sigma tools.
• In our example, the doctor was
successful because she knew…
• what info to collect and how to get it
• how to test the info and interpret results
• what pre-tested improvement will work
Problem Resolution: Six Sigma DMAIC:
Copyright © 2011-2019 by Matthew J. Hansen. All Rights Reserved. No part of this publication may be
reproduced, stored in a retrieval system, or transmitted by any means (electronic, mechanical, photographic,
photocopying, recording or otherwise) without prior permission in writing by the author and/or publisher.

5. Practical Application
o Think of at least 3 different problems you recently resolved (either at home or work)?
• For each of those problems, try to answer the following:
 Define phase (understand the problem):
– How would you define the problem?
– What information helped you assess the size and severity of the problem?
 Measure phase (gather reliable information):
– What information did you collect in order to assess or measure the problem?
– What assumptions did you make about the information you collected?
– What if the information or your assumptions was wrong? How would that have affected the situation?
 Analyze phase (identify root cause):
– Did you determine what was the root cause?
– How did you differentiate between a possible symptom and the actual root cause?
– What information helped you confirm what was the root cause?
 Improve phase (fix root cause):
– What improvement did you make to fix the root cause?
– Did you test the improvement to ensure it would truly fix the root cause?
– What would have been the outcome if you implemented the improvement but found it didn’t fix the root cause?
 Control phase (sustain improvement):
– Has the root cause recurred? If so, why?
– What measurements or controls have you put into place to prevent that root cause from recurring?
Copyright © 2011-2019 by Matthew J. Hansen. All Rights Reserved. No part of this publication may be
reproduced, stored in a retrieval system, or transmitted by any means (electronic, mechanical, photographic,
photocopying, recording or otherwise) without prior permission in writing by the author and/or publisher.
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