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Transactional Black Belts  Are Different! Six Sigma In Service and Transaction Environments
Transactional Black Belts Are Different! Transactional Black Belts are different!   We advance this argument based on our experience that Transactional Black Belts often encounter environments where no process is defined, often must define and re-design a whole process versus a step in a manufacturing process, find cycle time is a more useful overall measure versus defect count for project selection, and find changes are hard to reverse in a human related environment versus the more reversible machine or material-related environment. Learn more details in this presentation and how this training will have more impact on your results.
Transactional Black Belts Are Different! Transactional Black Belts are different!   Learn typical problem modes, why cycle time is your most useful overall measure, and the cultural impact on your organization.  
Agenda ,[object Object],[object Object],[object Object],[object Object]
What is Process Capability? The Manufacturing Perspective Example Output from Manufacturing Capability Study The focus of process capability analysis in manufacturing systems is to predict the likelihood of producing products which do not meet specifications.
Components of Variation The Manufacturing Perspective Most variation has multiple causes.  We refer to these causes as “components” of variation.  In a manufacturing process,  variation is caused by: ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Short Term (Inherent) Capability The Manufacturing Perspective One “generic” component of variation is referred to as “Short Term” in the world of Six Sigma.  Six Sigma was originally developed around the concepts of manufacturing capability and more specifically, machine capability.  Sometimes we refer to this as “inherent” capability.  We estimate inherent capability by determining the standard deviation of parts produced over a very short period of time, hence the term Short Term Capability.
Long Term Capability (Performance) The Manufacturing Perspective The other “generic” component of variation in Six Sigma is referred to as “Long Term”.  It is assumed that anything that occurs over the long term is related to factors other than the internal properties of the machine itself.  Factors like material variation, fluctuations in temperature or humidity, different people, and tool wear are all potential causes of long term variation. Estimates inherent machine capability Estimates degree of process control Estimates variability in final, delivered parts
General Manufacturing Improvement Strategy ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],Measure Control Analyze Improve
Traditional Approaches to Six Sigma in Service and Transaction ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Understanding the Service & Transaction Process ,[object Object],[object Object],Here’s what we found:
Who Is in the Class? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
What Kind of Problems Do We Face? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
How Do People Perceive Their Process? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
How Do People Solve Problems? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
What Kind Of Data Do We Have? There are only three main characteristics which can be  measured  in the business environment: ,[object Object],[object Object],[object Object],[object Object],[object Object]
How Good Is Our Data? ,[object Object],[object Object],[object Object],[object Object],Service and transaction projects need to focus on measuring  the right things rather than measuring things right!
How Good Are Inspections and Reviews? ,[object Object],[object Object],[object Object],Most counts of defects or errors are based on some form of review or inspection.  Evaluations of inspection efficiencies found that:
How Do We Address These  System Characteristics? ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Understanding Process Flow & Structure ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Understanding Decisions and Inspections ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
How Do Bad Decisions Affect Our Process?  ,[object Object],Decision? Longer Cycle Time Higher Cost Shorter Cycle Time Lower Cost Option "A" Option "B" Inputs
Understanding Cycle Time ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Time as a Process Metric A critical characteristic of time as a process metric is its expected shape.  Most manufacturing measurements are expected to follow a normal distribution.  In turn, most manufacturing oriented capability indices assume that the measurements are normal and use statistics which are appropriate to that distribution.  Time, however is often not normal.  In fact, for a good process, time should be extremely “not normal”! Expected Distribution Shapes Manufactured Characteristic Cycle Time
Analyzing Time - Process Entitlement As Good As It Gets? ,[object Object],[object Object],[object Object],[object Object],Entitlement Process C Process A Process B
Understanding Resources & Schedules ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Exploring Improvement Opportunities ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Implementing Change & Maintaining Gains ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Ancillary Effects of the Curriculum Changes in Culture ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Q&A Thank You! Please visit our website at  http://www.ssqi.com  to learn more about our offerings

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Transactional Blackbelts are different

  • 1. Transactional Black Belts Are Different! Six Sigma In Service and Transaction Environments
  • 2. Transactional Black Belts Are Different! Transactional Black Belts are different! We advance this argument based on our experience that Transactional Black Belts often encounter environments where no process is defined, often must define and re-design a whole process versus a step in a manufacturing process, find cycle time is a more useful overall measure versus defect count for project selection, and find changes are hard to reverse in a human related environment versus the more reversible machine or material-related environment. Learn more details in this presentation and how this training will have more impact on your results.
  • 3. Transactional Black Belts Are Different! Transactional Black Belts are different! Learn typical problem modes, why cycle time is your most useful overall measure, and the cultural impact on your organization.  
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  • 5. What is Process Capability? The Manufacturing Perspective Example Output from Manufacturing Capability Study The focus of process capability analysis in manufacturing systems is to predict the likelihood of producing products which do not meet specifications.
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  • 7. Short Term (Inherent) Capability The Manufacturing Perspective One “generic” component of variation is referred to as “Short Term” in the world of Six Sigma. Six Sigma was originally developed around the concepts of manufacturing capability and more specifically, machine capability. Sometimes we refer to this as “inherent” capability. We estimate inherent capability by determining the standard deviation of parts produced over a very short period of time, hence the term Short Term Capability.
  • 8. Long Term Capability (Performance) The Manufacturing Perspective The other “generic” component of variation in Six Sigma is referred to as “Long Term”. It is assumed that anything that occurs over the long term is related to factors other than the internal properties of the machine itself. Factors like material variation, fluctuations in temperature or humidity, different people, and tool wear are all potential causes of long term variation. Estimates inherent machine capability Estimates degree of process control Estimates variability in final, delivered parts
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  • 24. Time as a Process Metric A critical characteristic of time as a process metric is its expected shape. Most manufacturing measurements are expected to follow a normal distribution. In turn, most manufacturing oriented capability indices assume that the measurements are normal and use statistics which are appropriate to that distribution. Time, however is often not normal. In fact, for a good process, time should be extremely “not normal”! Expected Distribution Shapes Manufactured Characteristic Cycle Time
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  • 30. Q&A Thank You! Please visit our website at http://www.ssqi.com to learn more about our offerings