Quality Management Project on Six Sigma.

1. Submitted By: -
Pravin Kumar

2. Introduction To Six Sigma
The six sigma strategy
• Improve customer satisfaction & shareholder
values.
• Reducing variability in every aspect of your
business.

3. Why use 6 Sigma
Deliver customer satisfaction & cost
improvement results faster.

4. 6 sigma defined
• 3 sigma ( Historical Standard)
93.32% Perfection
• 4 sigma (Current Standard)
99.38% Perfection
• 6 Sigma (Future standard)
99.9997% Perfection
3.4 errors in per million opportunities

5. Why not 3 sigma ?
3 sigma
• 20,000 lost articles of mail per hour
• 15 minutes of unsafe drinking water each day
• 5,000 incorrect surgical operations each week
• 2 short/long landings at most major airports
each day
• 200,000 wrong drug prescriptions each year
• No electricity for 7 hours each month
• 40,500 new-born babies dropped/year
6 sigma
• 1 incorrect drug prescriptions every
25 years.
• 3 new-borns dropped every 1
century

6. Six Sigma Quality

7. Six Sigma Roadmap (DMAIC)
Next Project Define
Customers, Value, Problem Statement
Scope, Timeline, Team
Primary/Secondary & OpEx Metrics
Current Value Stream Map
Voice Of Customer (QFD)
Measure
Assess specification / Demand
Measurement Capability (Gage R&R)
Correct the measurement system
Process map, Spaghetti, Time obs.
Measure OVs & IVs / Queues
Analyze (and fix the obvious)
Root Cause (Pareto, C&E, brainstorm)
Find all KPOVs & KPIVs
FMEA, DOE, critical Xs, VA/NVA
Graphical Analysis, ANOVA
Future Value Stream Map
Improve
Optimize KPOVs & test the KPIVs
Redesign process, set pacemaker
5S, Cell design, MRS
Visual controls
Value Stream Plan
Control
Document process (WIs, Std Work)
Mistake proof, TT sheet, CI List
Analyze change in metrics
Value Stream Review
Prepare final report
Validate
Project $
Validate
Project $
Validate
Project $
Validate
Project $
Celebrate
Project $

8. Six Sigma Organization

9. Quality Improvement
Traditional
Time
Quality

10. Case: shortening telephone waiting time…
• A bank is employing a call answering service
• The main goal in terms of quality is “zero waiting time”
- customers get a bad impression
- company vision to be friendly and easy access
• The question is how to analyze the situation and improve quality

11. The current process
Customer
B
OperatorCustomer
A
Receiving
Party
How can we reduce waiting time?

12. Makes
customer
wait
Absent receiving party Working system of
operators
Customer Operator
Fishbone diagram analysis
Absent
Out of office
Not at desk
Lunchtime
Too many phone calls
Absent
Not giving receiving
party’s coordinates
Complaining
Leaving a
message
Lengthy talk
Does not know
organization well
Takes too much time to
explain
Does not
understand
customer

13. Daily
average
Total
number
A One operator (partner out of office) 14.3 172
B Receiving party not present 6.1 73
C No one present in the section receiving call 5.1 61
D Section and name of the party not given 1.6 19
E Inquiry about branch office locations 1.3 16
F Other reasons 0.8 10
29.2 351
Reasons why customers have to wait (12-day analysis with
check sheet)

14. Pareto Analysis: reasons why customers have to wait
A B C D E F
Frequency Percentage
0%
49%
71.2%
100
200
300 87.1%
150
250

15. Ideas for improvement
1. Taking lunches on three different shifts
2. Ask all employees to leave messages when leaving desks
3. Compiling a directory where next to personnel’s name
appears her/his title

16. Results of implementing the recommendations
A B C D E F
Frequency Percentage
100%
0%
49%
71.2%
100
200
300 87.1%
100%
B C A D E F
Frequency Percentage
0%
100
200
300
Before… …After
Improvement

17. References:-
https://www.sixsigmaonline.org/
https://www.coursera.org/learn/six-sigma-principles/home/week/2
https://www.isixsigma.com/new-to-six-sigma/getting-started/what-six-sigma/
https://www.processexcellencenetwork.com/lean-six-sigma-business-
transformation/articles/case-study-using-six-sigma-to-reduce-excess-invent