Lean Six Sigma White Belt Training

1. Lean Six Sigma White Belt Training
Modul 4.1: Methods & Tools (1)
https://leanbase.de/onlineacademy

2. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Framework
• Area of application
• Prerequisites / Preparation
• Contributors / team members
• Goals & Results
• Procedure
• Considerations

3. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Voice of the Customer & Critical to Quality (Tree)

4. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Customer‘s Order PjM‘s Understanding Analysis Implementation Sales Offer
Documentation Installation Invoicing Maintenance Customer‘s Need

5. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Area of application
• To make customer requirement specific & tangible
• VOC, VOB (cost, resources, …), VOP
• Create shared understanding
VoC / CtQ

6. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Prerequisites / Preparation
• Access to customers, at least representatives (product owner)
VoC / CtQ

7. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Contributors / team members
• Product management
• Engineering
• Relevant experts
VoC / CtQ

8. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Goals & Results
• Tangible (quantifiable) requirements
VoC / CtQ

9. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Procedure
1. Identify customers (external/internal)
2. Identify “sources“
• Focus groups
• Observations
• History
• Interviews
• Market intelligence
• Surveys
• Claims
3. Questionaire: needs, expectations, actual situation, lacks
VoC / CtQ

10. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Procedure (cont.)
4. Collect information
5. RUMBA
• Resonable
• Understandable
• Measurable
• Believable
• Achievable
6. Use Kano Model
7. Derive CtQ (Critical to Quality)
8. Leads to QFD (Quality Function Deployment)
VoC / CtQ

11. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Considerations
• Bad VOC (how)
• solution
• specification
• needs
• advantages
• Good VOC (what & why)
• activities to be performed
• expected results
• obstacles
• Needs vs. Requirements
• Customers vs. Users
VoC / CtQ

12. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Kano Model

13. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Area of application
• Analysis of customer expectations
• … needs
• … wishes
• … requirements
Kano Model

14. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Prerequisites / Preparation
• VOC
• (CTQ)
Kano Model

15. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Contributors / team members
• Product management
• Engineering
• Experts
Kano Model

16. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Goals & Results
• Classification of features, attributes, requirements, …
• Better & shared understanding
• Priorities
Kano Model

17. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Procedure
• Basic needs
• not specifically demanded
• “More is better“
• specified
• surveys, ...
• Wow Factors
• unknown to the customer
• most difficult to define
• Irrelevant
• Rejection
Kano Model
Customer
Satisfaction
Offer
not available
☹️
😀️

18. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Considerations
• Take care with wow factors
• imply future expectations
• will transform into “more is better“ or basic need
• interdependencies with basic needs
• don‘t provide without a defined process
• may jeopardize other business
Kano Model

19. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Example: Hotel room
• Basic needs
• Bed
• Bathroom
• “More is better“
• Breakfast buffet
• Wow factor
• Free room service
Kano Model
• Irrelevant
• Color of bed linen
• Color of carpets
• Rejection
• Noisy environment
• Unfriendly staff

20. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Process Mapping / Swimlane

21. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Area of application
• Explain processes
• Create mutual understanding
• Explore processes
• Standardize processes
• Rationalize processes
Process Mapping

22. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Prerequisites / Preparation
• Basically none, but …
Process Mapping
Assembly
Production
Service
Maintenance
Sales
Quotation
Acquisition
Design
Innovation
Strategy
Validation
Verification
Testing
Documentation
Engineering
Procurement
LogisticsSupply Chain
Sourcing
Recruitment
Onboarding
Controlling
Quality Ass.
Shipping

23. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
In Six Sigma everything is a process!
Process Mapping

24. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Contributors / team members
• Experts
• Frontline staff
• Facilitator
Process Mapping

25. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Goals & Results
• Clear & shared understanding
• Baseline for further proceeding
Process Mapping

26. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Procedure (high level)
• SIPOC (Supplier, Input, Process, Output, Customer)
to create a high level map
• ‘Walk‘ the process following the actual path of data or material
• Add supplementary information
• Verify the map until consensus is reached between all parties
• Mark the process map with identified improvement opportunities
• Review scope of project and need for further mapping
Process Mapping

27. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Considerations
• Chose the right level of details
• Chose the right people
• Separate the actual operation from wishful thinking
Process Mapping

28. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Quality Function Deployment (QFD)
aka “House of Quality“

29. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Area of application
• Identify & prioritize relevant features of products & services
• Identify interdependencies & interactions
• Identify lacking and unnecessary features & requirements
QFD

30. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Prerequisites / Preparation
• VOC & CTQ
• Evaluation with Kano model
QFD

31. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Contributors / team members
• Product management
• Engineering
• Experts
• Facilitator!
QFD

32. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Goals & Results
• Retraceable process re. requirements & features
• Interdependencies between features
• Priorities
• Separation of WHAT from HOW
• Shared understanding
QFD

33. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Procedure
QFD
4 – Relation /
Influence Matrix
3 – Relation /
Influence Matrix
3 – Relation /
Influence Matrix
1–Customer
Requirements
2–PlanningMatrix
6 – Goals,
Alignment (tech.)
3 – Technical
Requirements
5 –
Interdepend.
1–Product
Attributes
1–Technical
Requirements
2 – Product
Attributes
4 –
Interdepend.
2 – Parts &
Material
4 –
Interdepend.
5 – Goals,
Alignment
5 – Goals,
Alignment

34. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Procedure – details
1. Collect customer requirements
• (structure with affinity diagram or tree)
• prioritize acc. to customer importance
2. Evaluate existing solutions
• only in initial QFD
• check competitors
3. Technical requirements
• features & attributes
• define required improvements
QFD
41 2
6
3
5

35. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Procedure – details
4. Relation / Influence Matrix
• between customer req. & attributes (high=9, medium=3, low=1, none=0)
5. Interdependence
• between attributes (positive, negative, neutral)
• if necessary strong or weak
6. Goals, Alignment
• competitor evaluation
• target values
QFD
41 2
6
3
5

36. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Considerations
• Consider external & internal customers
• If relevant consider policies, guidelines, laws
• Consider subsequent process steps
• Don‘t neglect time consumption
• Use a neutral moderator (and/or software)
QFD

37. Lean Six Sigma White Belt Training — 4.1 Methods & Tools
Example: Chocolate Biscuits
QFD