Zero Defects and Concept of Six Sigma in TQM

1. Unit: 2 Lecture: 7
Dr. Jayanta Kr. Mahato
Associate Professor
Mechanical Engineering Dept.
Shobhit University, Meerut
Six Sigma
Methodology

11. Senior management identifies key areas of
improvement based on business goals and
customer requirements.
It involves frontline workers analyzing their
tasks, identifying waste, and suggesting
improvements to their immediate supervisors

32. Benefits of DMAIC: Why It’s Needed
 Structured Problem-Solving: It provides a clear and systematic path for organizations to
follow when tackling complex issues.
 Continuous Improvement: The journey towards zero defects is a continuous process of
improvement.
 Data-Driven Decision-Making: DMAIC places a strong emphasis on data collection,
analysis, and interpretation.
 Customer Satisfaction: By meeting or exceeding customer expectations through improved
processes and products.
 Enhanced Product or Service Quality: Improving processes and reducing defects often
leads to enhanced product or service quality.
 Alignment with Strategic Goals
 Cost Reduction: By eliminating waste, minimizing defects, and optimizing processes,
organizations can achieve significant cost savings.

33. Example of DMAIC
Example 1: Improving Order Processing in an E-commerce Company
Define:
Problem: High order processing times leading to customer complaints and delays.
Objectives: Reduce order processing time by 50% within six months.
Scope: Order processing from order placement to shipping.
Measure:
Data Collection: Collect data on order processing times for the past six months.
Key Metrics: Average order processing time, number of customer complaints related to
delays.
Analyze:
Root Cause Analysis: Use the Fishbone diagram and 5 Whys technique to identify root
causes such as inefficient workflows, lack of automation, and staff training gaps.
Data Analysis: Analyze historical order data to identify patterns and bottlenecks.

34. Improve:
Solutions: Implement process improvements, including workflow automation, staff
training programs, and optimized order routing.
Pilot Testing: Test the changes on a small scale to ensure effectiveness.
Control:
Monitoring: Continuously monitor order processing times and customer complaints.
Documentation: Document the new procedures and workflows.
Standardization: Ensure that the improvements are standardized across the
organization.
Training: Provide ongoing training to staff on the new processes.
Example of DMAIC

41. Thank You
Any Query?