DMAIC Notebook



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DMAIC Notebook

Renita A. Duncan

Six Sigma Green Belt One

June 16, 2013

Week #1: Define

Note: My notebook will be broken up into tabs as sections A through F to start, with number tabs within each of the lettered sections. Additional lettered sections will be added as need. This will be a hard copy binder so participants can take a copy for review with them as we review, but there will be links to a digital Notebook as well so that team members can copy the information to their PDA’s and review it at their convenience.

A. DMAIC process (Define, Measure, Analyze, Improve, Control) An Introduction

Although I do feel that an introduction narrative is part of the “Define” phase if do feel that is could be broken up into two separate meetings as there is so much information to be consumed at the inception of a project. For this reason section A will be divided into four number tabs: Prior to our team moving to the Define phase meeting of our project I feel that it is important to have a short introduction meeting to review the process and expectations. This will not be long, but is worth the time in preparation for the hard work ahead and to move us forward in our group dynamics so that we can get to performing without much delay.

1. A narrative of the team purpose: Since the problem at this point should have already been identified by the leadership council as the team leader I will be able to articulate this to the group so we can move forward with the “Define” phase of this process.

2. Defined Meeting Roles: These roles may not be selected prior to the first meeting, but the number of roles and their responsibilities will be listed in this section and they will be assigned prior to the end of the first meeting.

3. Pre-Agenda for Next scheduled Meeting: This will give those assigned certain roles the opportunity to do some research prior to the next scheduled team meeting.

1 Six Sigma Green Belt Curriculum and Body of Knowledge : C:\Users\renita.a.duncan\Downloads\Six_Sigma_Green_Belt_Curriculum_and_Body_of_Knowledge (1).mht

B. This is the “Define” Section Tab: Here is where we will work through what the council has decided our problem is and begin to narrow this big problem down to a particular project issue. We will also begin to define the tools we need to measure the problem. Handouts will have been given prior to the meeting, but we will review them. We will say for this project we must define the reason for customer complaints about wait times in our Soldier Readiness Processing Center.

The upcoming tabs will list the informative links (printed out and linked) provided from this course to keep the team on track throughout the project and assist with brainstorming towards the next phase of DMAIC.

4. Tips for starting a DMAIC project: Document retrieved from course documents in the sckans website.

5. Six Sigma DMAIC Quick Reference - Define Phase: C:\Users\renita.a.duncan\Downloads\Six_Sigma_DMAIC_Quick_Reference___Define_Phase (2).mht

6. Aligning Army Call Center Goals to Improve Performance:

7. Documentation of the Define phase: We will document the meeting and any brainstorming ideas we have achieved during this meeting. We will here define what the problem/opportunity is; set goals and objectives; define what the scope of our project will be and who the stakeholders are. We will set the agenda for the next meeting and assign actions items so that we will be prepared to begin the Measure phase of our project.

Week #2: Measure

C. This is the Measure Tab: This week our team will begin the Measure phase of the DMAIC process. We will open our meeting with a review of what we processed through at our last meeting. We will cover our action items and then we will explore what is needed in the Measure phase. We will in this meeting “Plan and measure performance against customer requirements and develop the baseline defect measures and identify improvement opportunities” for our personnel office.

1. Measurement Planning Worksheet: This will be our guide through this measurement phase. We will use this form to ensure we stay on track with what we are trying to evaluate; what we will measure (for our office we will be measuring time); the definition of what we are measuring; the how long and when we will be tracking this data; how this data will be displayed and how we plan to ensure the data is accurate and can be reproduced.

2. Six Sigma DMAIC Quick Reference – Measure Phase: C:\Users\renita.a.duncan\Downloads\Six_Sigma_DMAIC_Quick_Reference___Measure_Phase.mht

3. BOLO (Be On LookOut) List for Analyzing Process Mapping: We will use this reference to assist us in identifying customer requirements and improvement opportunities. The guidance here provided by, Michael Lee Smith director of process improvement at ETS in New Jersey will assist us in the project specific to personnel processing.

4. GE 6sigma: Because we are really concerned about the wait time of our customers and the impact we will use this worksheet as well to explain customer impact on six sigma processes.

5. Building a flowchart: A with our text book p. 135 we will use this worksheet to create a diagram of what we consider CTQ so that we will be able to pinpoint what we will be measuring for this process.

We will leave this meeting with a clear picture what we will be measuring and should be prepared to move towards gathering data for analysis at our next meeting.

Week #3: Analyze

D. This will be the Analyze Tab: We will begin reviewing the what we did in the Measure phase. We will start this section with brainstorming so that we can decide which charts and graphs would best fit what we need to begin to review the problems in our HR office. We will definitely be using both Data and Process Analysis because we are going to gather data and use the pilot testing and experimentation of suggested changes.

1. Brainstorming/What is Brainstorming? We will be brainstorming to figure out which charts and graphs we will use, what data collection we need and time frames for this analysis process.

2. DFSS Roadmap: This is a very useful tool for my team because DFSS is an established, data-driven methodology based on analytical tools that provides users with the ability to prevent and predict defects in the design of a product, service or process. If we use this for the mapping our service we may be able to use the correct charts for this analysis.

3. Six Sigma DMAIC Quick Reference – Analyze Phase: C:\Users\Renita Duncan\Downloads\Six_Sigma_DMAIC_Quick_Reference___Analyze_Phase.mht. This is important to for us to focus on identifying gaps in current performance as compared to our goal performance measures.

4. Cause and Effect Diagram: We will use this to summarize our problem statement with our root causes named and smaller causes in hierarchy order. It also helps with the brainstorming and focus.

5. First level Analysis: This is where we will will conduct process observation to identify disconnects, Bottlenecks, Redundancies and waste. We will use a couple of charts in this level:

6. Second level Analysis: We will us observation for this as well and chart our findings

7. Process Manipulation/Experimentation Worksheet: We will be use this to determine whether the suspected causes contribute to our service problems and what we will use to test the new process.

8. Charts that will be used for this Analysis Phase:

• Run Charts

• Time Plot Charts

• Cause and Effect Diagram

• Customer processing flow-chart

9. Completion check-list: We will use this throughout the process to ensure that we don't miss anything and we are able to bring the Analyze phase to an end. We will use the “Tollgate Preparation Worksheet” so as to help us prepare for the presentation of the analysis we gather in this stage.

Week #4 Improve

E. Section E will be my Improve Tab. This is the section where we will be doing a lot of brainstorming and pilot exercises to test solutions. Many of the tools used previously will be used in this section because we need to do comparative analysis with current operations, planned solutions, and full-scale change. To do that we will have the following sub-tabs in this section:

1. C:\Users\Renita Duncan\Downloads\Six_Sigma_DMAIC_Quick_Reference___Improve_Phase.mht-This gives us a good snap shot of what we need to be focusing on, this is where our change occurs so we must stay on track in order to complete this process in a timely manner.

2. We would again review our brainstorming Tab and I would put in this section that we need to refer back to Tab D, section 1: Brainstorming/What is Brainstorming? We will be brainstorming to figure out which what solutions address our root causes and the best options to begin the pilot.

3. Fad Checklist/Continuous Improvement or 'Flavor of the Month'; A checklist for diagnosing management fads- This short article by David W. Hutton will assist us in learning the cycles of the improvement phase. We must understand what phase of the Improvement Phase we are in so that we are able to exert some form of influence when it comes to solutions. Since no one on the team is the decision maker for the organization, we must provide concrete data from our pilot phase and of any solution so that we can get the executive support we need for the transition.

4. In order for us to understand what changes would best benefit our transition I believe my team would benefit by understand the lean and six sigma philosophies. We will use two information sheets to help us with this.

• Origin of Six Sigma: Designing for Performance Excellence

Quantify the Benefits of Six Sigma Projects By Charles Waxler

5. Pilot Testing/Exert from “The Six Sigma Way” by Peter S. Pande, Robert P. Neuman and Roland R. Covanagh- In this sub-Tab we will be learning first the five Ps of Pilot testing and how to correctly implement the piloting when it comes to the Improve phase. It is this tab where we will use the same charts as in the Analysis Phase to compare our current processes with our pilot.

6. There are again several charts and diagrams we will be using in order to document our pilot project. We will roughly conduct this pilot for maybe three months to get data and then another three months comparing our pilot with current processes documentation we will be using is:

• A Practicality Scale-we will us this to weigh the solutions we come up with during the brainstorming phase.

• A Tree Diagram-This will be used to map the solutions progress towards full scale implementation.

• Impact and Effort/Matrix-this is used to assess the solutions and decide how to easily implement them.

• An Improve Checklist-to help bring and end to the Improve phase of the DMAIC process.

• An Improve Tollgate Preparation Worksheet-To assist the team in preparing for its presentation.

We end this tab with a summary of our accomplishments and move toward the Control Phase of DMAIC.

Week #5 Control

F. This Tab will be the Control Phase. This is where the team will learn to maintain its progress and close the project team. We will use information in which to support our moving to closeout this project and present reports.

1. C:\Users\Renita Duncan\Downloads\Six_Sigma_DMAIC_Quick_Reference___Control_Phase.mht-As with the previous phases of the DMAIC process we will start with this reference guide to ensure we stay on track with the process and project closure. This is where we learn to sustain improvement both short and long term. We will focus on the Monitoring Plan, Process Standardization, Documentation Procedures, a Response Plan, Transfer of ownership.

2. Five Skill to Develop From; What is Six Sigma? By Pete Pande and Larry Holpp - When it comes to creating change, when you get to the Control phase I believe it is important for the team to understand that Six Sigma as this will help us maintain consistency and also understand how important change is our project.

3. The Durable Process Improvement- This is a definite need for our group to understand the documentation requirements in the Control phase. This is a breakdown of what needs to be done when it comes to ensuring the changes implemented take place.

4. Lean Future; Thinking Lean About Your Future; Professor Daniel T. Jones; Lean Enterprise Academy; Manufacturing Networking 2003; - This is perfect for us to understanding what eliminating waste is as well customer satisfaction. There is information and examples of manufacturing operations and ways to make them leaner.

5. Continuous Quality Improvement Glossary- We have studied many words that require definitions and meanings. This is a list of everything that we have used and we can use this throughout the team meetings and this project.

6. The Expert and the Shepherd.doc-This funny tale would be a great way to end our meeting. Many probably think that Six Sigma specialist often find something because they are always looking for something. That is what we do, find ways to eliminate waste and improve customer satisfaction. This will not only be a laugh but also guide us towards making what we do in the organization relevant. We need to show that what we do is important and great for the organization and saves costs.

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