Delivering to Customer Requirements Using Lean Six Sigma Methodology to achieve business management success
Customer-Centric for Success <ul><li>While Lean Six Sigma is a data driven methodology, using hard data to drive improveme...
<ul><li>Without PEOPLE (customers, patients, clients etc.) there is no business success </li></ul><ul><li>PEOPLE consume o...
What is Lean Six Sigma? <ul><li>Lean </li></ul><ul><li>Understand value from the view of the customer and eliminate waste ...
Lean Six Sigma Methodology Define Measure Analyze Improve Control DMAIC
Define: What is the business problem? <ul><li>Succinctly define the problem from the ‘Voice of the Customer’: </li></ul><u...
Measure: What is the current state? <ul><li>Must identify the measures of success and establish a baseline </li></ul><ul><...
Analyze: What are the root causes? <ul><li>Investigating and getting to the root causes (the critical factors) that contri...
Improve- has the proposed solution made any improvement? <ul><li>When root causes have been found and documented with hard...
Control: How do we maintain the gain? <ul><li>What are the realised benefits? </li></ul><ul><li>How do we keep the Measure...
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Delivering To Customer Requirements

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Brief overview of key points- Lean Six Sigma methodology

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Delivering To Customer Requirements

  1. 1. Delivering to Customer Requirements Using Lean Six Sigma Methodology to achieve business management success
  2. 2. Customer-Centric for Success <ul><li>While Lean Six Sigma is a data driven methodology, using hard data to drive improvements… it always starts with PEOPLE </li></ul>
  3. 3. <ul><li>Without PEOPLE (customers, patients, clients etc.) there is no business success </li></ul><ul><li>PEOPLE consume our products and services- they have other alternatives/choices. </li></ul><ul><li>AIM is to provide </li></ul><ul><ul><ul><li>most reliable, best quality service </li></ul></ul></ul><ul><ul><ul><li>decrease risks, waste and cost </li></ul></ul></ul><ul><ul><ul><li>ensure customer satisfaction and repeat patronage </li></ul></ul></ul>
  4. 4. What is Lean Six Sigma? <ul><li>Lean </li></ul><ul><li>Understand value from the view of the customer and eliminate waste (activities that do not add value for customer) </li></ul><ul><li>Increase efficiency and continuous flow (pulled by the customer) </li></ul><ul><li>Tools to continuously improve the flow </li></ul><ul><li>Six Sigma </li></ul><ul><li>Rigorous performance improvement approach </li></ul><ul><li>Customer-focused, data-driven approach to understand process variation and capability </li></ul><ul><li>Universal problem solving methodology (DMAIC) </li></ul><ul><li>Focus on quality and cost savings via prevention </li></ul>
  5. 5. Lean Six Sigma Methodology Define Measure Analyze Improve Control DMAIC
  6. 6. Define: What is the business problem? <ul><li>Succinctly define the problem from the ‘Voice of the Customer’: </li></ul><ul><li>‘ Voice of the Customer’ is the customers’ perspective on the problem, an account of their expectations and behaviors, and their definition of what is ‘critical to quality’ </li></ul>
  7. 7. Measure: What is the current state? <ul><li>Must identify the measures of success and establish a baseline </li></ul><ul><li>Provide a ‘yardstick’ from which to measure any improvements </li></ul>
  8. 8. Analyze: What are the root causes? <ul><li>Investigating and getting to the root causes (the critical factors) that contribute to the problem will avoid ‘band-aid’ solutions that do not address the problem </li></ul><ul><li>Selecting proposed solutions that will address critical factors contributing to the problem </li></ul>
  9. 9. Improve- has the proposed solution made any improvement? <ul><li>When root causes have been found and documented with hard data, move to Improve phase </li></ul><ul><li>Involves piloting a solution and measuring against the baseline </li></ul><ul><li>Have we significantly improved from the baseline? </li></ul>
  10. 10. Control: How do we maintain the gain? <ul><li>What are the realised benefits? </li></ul><ul><li>How do we keep the Measure of Success in Control ? </li></ul><ul><ul><ul><ul><li>Before/after analysis </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Monitoring system (business performance management system) </li></ul></ul></ul></ul><ul><ul><ul><ul><li>Completed documentation f results, lessons learned and recommendations </li></ul></ul></ul></ul>

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