The document outlines Lean Six Sigma training concepts, emphasizing the Kano model and the 8 principles of quality management, which include customer focus, leadership, involvement of people, process and system approaches, continual improvement, factual decision-making, and mutually beneficial supplier relationships. It stresses the importance of understanding customer needs, effective leadership, employee involvement in decision-making, and continuous improvement for business success. The document also highlights data collection and analysis as critical components for determining root causes of defects and strategizing improvements.

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Lean-Insight.com
Lean Six Sigma Training
Part 13
Training Centers: Bangalore, Chennai and Hyderabad

2. 2
KANO Model (Cont)
Analyze &
Brainstorm
Research
Plot &
Diagram
Strategize
•Research available
data sources
•Determine data
collection strategy
•Design data
collection
instruments
•Collect and
summarize data
•Analyze results
from data collection
•Brainstorm list of
features and
functionality
•Develop Functional
and Dysfunctional
Questionnaire
•Distribute
Questionnaire
•Develop Customer
Requirement Matrix
•Record
Questionnaire
results in Matrix
and Summarize
•Plot results on
Kano Model
•Determine Project
selection
•Product Development
•Service Development
•Identify Marketing
Strategy
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3. 3
KANO Model (Cont)
Must Be’s - Focus Groups, Lawsuits and Regulations, Buzz on
Internet
Satisfiers - Competitive Analysis, Interviews, Surveys, Search
Logs, Usablity Testing, Customer Forums
Delighters - Field Research, Marketing/Branding Vision,
Industrial Design, Packaging, Call Center Data, Site Logs
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4. 4
5 Whys?????
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5. 5
Defect Root Cause Analysis
• All processes generate defects! The defect may be caused by:
– Material
– Operator
– Machine
– Capacity
These, however, are not the true root causes of the defect.
• You must ask why 5 times to get to the true root cause:
– Defect! Why? Operator error
• Why? Mislocated part
• Why? Locator was worn
• Why? Locator not heat treated
• Why? Not called out on tool drawing
– Tooling
– Environment
– Methods
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8 Quality Management Principals
Quality Management Principals
The eight principles of the quality management reflect the experience of
leading top managers. They provide assistance in focusing on objectives, on
Systematic Leadership & on the continual improvement of the performance.
CLIPSCFM
1. Customer focus
2. Leadership
3. Involvement of People
4. Process Approach
5. System Approach towards management
6. Continual improvement
7. Factual approach towards decision making
8. Mutual beneficial supplier relationship
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1. Customer Focus
Consistent customer focus is the single most essential factor of the every
business success. Being “Best in class” means predicting and exceeding
customer expectation. The whole company organization needs to be aligned
accordingly.
1. Your customers needs are understood throughout the company
2. Your internal company is directly linked to customer expectations
3. You improve your company’s ability to fulfill customer needs in day-to
day activities
4. You ensure that your employees have the necessary knowledge & skills
to satisfy your customers
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2. Leadership
The degree to which the purpose, focus and internal environment of an
organization fit together is a question of Leadership. Managers create the
internal environment in which people develop their skills and apply them for
the benefit of the entire organization. Important tools to achieve this are
management by example, the consideration of involved stakeholders inside
& outside the organization & the development of a clear vision of the
organization’s future.
1. You develop & communicate a clear vision of your organization's future
2. You translate your vision into measurable goals for the Organization
3. You involve your employees in the realization of your company goals
4. You have a motivated, competent & stable staff
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3. Involvement of People
Every organization is only as good as its employees. To allow them to apply
their abilities & release their potential, its necessary to involve them in the
decision making process. Doing that requires promoting commitment &
problem solving skills on all levels and to encourage the employees to take
the initiative in seeking opportunities for the improvement.
1. Your employees contribute actively to the improvement of your
business strategy
2. Your employees adopt the organizations goals as their own goals
3. Your employees are involved in decision making & improvement of the
processes
4. Your employees are more satisfied with their work & devote their
individual development potential to the service of your organization
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4. Process Approach
Results can be achieved more efficiently if necessary activities and resources
are bundled and managed as a process. For this purpose, individual process
steps needs to be defined, inputs & outputs determined and the interfaces
with the organizations function identified. Finally, in order to ensure the
smooth running of organizational processes , possible error causes need to
be identified and responsibilities determined.
1. Your processes ensure achievement of planned results and efficient use
of resources
2. You take advantages of improvement potentials because you are aware
of the essential success factors
3. Consistent emphasis on process orientation helps you to reduce cost &
prevent errors
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5. System approach to management
Each organization is the complex entity; that is why it is important to
identify, manage & understand individual processes & their interaction
within the organizational workflow. This is the only way for organizations to
establish objectives effectively & efficiently.
1. You develop extensive and ambitious business plans, which combine
functional & process aspects
2. Sub goals of individual processes become aligned with the main goals of
your Organization
3. Monitoring the effectiveness of individual processes allows you to
better identify error causes and improvement potential
4. You co-ordinate competencies and responsibility for superordinate
goals, avoid any overlapping of competencies and stimulate teamwork
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6. Continual Improvement
“If you cease to improve, you cease to be good”. “Behind this simple
statement lies the realization that competence and quality are not static, but
dynamic values; that applies to organizations as well as to the people
working there. That is why it is important for the success of an organization
that continuous improvement of product & system becomes the ultimate
goal of each employee.
1. You combine continuous improvement & strategic planning for more
competitive business plans
2. You set realistic measurable and ambitious goals for the improvement &
provide any necessary resources
3. Your employees become involved in the process of continual
improvement
4. All employees of your organization are capable of improving products,
processes & systems
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7. Factual approach to decision making
Efficient decision are bases on the analysis of the data & information.
Appropriate decisions, bases on experience and entrepreneurial intuition,
can only be reached when these data and information are reviewed &
verified continuously.
1. You develop your company strategies bases on facts & information
2. Taking into account relevant comparative data, you pursue more
realistic & more ambitious goals
3. You make use of recognize methods for data analysis, making result
available where appropriate. You optimize your company processes &
system performance, taking into account data & information, manage
improvement processes & prevent future problems.
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8. Mutually beneficial supplier relationship
All things are interdependent; organizations particularly depend on good
business relationships with their suppliers. This is the only way for both parties
to make the maximum contribution to the creation of mutual value.
Indispensable to that end is transparent communication, agreement on common
goals while taking account of the customer interests, & cooperation in the
development & improvement of products.
1. You increase your competitive advantage through the develop of strategic
partnerships with suppliers
2. You develop more ambitious goals by including your suppliers in your
planning at an early stage
3. Through improved relationship with suppliers, you ensure reliability,
punctuality & error free compliance of incoming goods
4. You develop & strengthen the performance capability of your suppliers
through training activities & joint efforts towards continuous improvement
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If you are looking for Six Sigma training in Bangalore along with certification visit:
http://lean-insight.com/six-sigma-training-bangalore/