Professional Documents
Culture Documents
Define Phase
Dr. A. Ramesh
Department of Management Studies
Indian Institute of Technology Roorkee, Roorkee 247 667
Process
Owners
Yellow
Belts
Team member in GB
/ BB projects
Project specific
knowledge
Six Sigma
Council
Green
Belts
Champion
Leads change
Sponsors project
Chair tollgate
reviews
Master
Black
Belts
Black
Belts
Summary:
A methodology that extends and strengthens quality and productivity
efforts
A proven breakthrough contributor to the bottom line
A detailed roadmap to process improvement
A methodology that our people can and should be using to do their jobs
Six Sigma = WIN, WIN, WIN
Enough support can be received for removing road blocks for the project
Project Grid:
Reactive
Proactive
Excellence
Recovery
Best in Class
Preventive
Penalty Avoidance
Incentive Gains
Collaborative
Cost Reduction
Cost Optimization
Futuristic
Undertaken
for
through revenue
Initiated for :
Initiated for :
Improving
key
client
metric target when not
met
Improving
Very
low
efficiency performance
Pull
Improving performance on
Key
client
metric
to
benchmark levels
Optimizing
efficiency
performance
Establishing
effective
processes
at upstream
phases of business people
lifecycle
Value addition to clients in
partnership mode
Identification of Project
Opportunities
Project
Prioritization
Project
Validatio
n
Business Outcomes
Operational Outcomes
Voice of Stakeholders
FIPS Analysis
Delighters :
Customer is more satisfied when the
product or service is more functional
but not less satisfied when the product
or service is less functional..
Satisfier :
Customer satisfaction is directly
proportional to how fully functional is
the product/service.
Satisfaction directly related product /
service features
Dissatisfier :
Absolutely Important for the customers
Hidden / Implied Needs of the customer
Less satisfied when the product or service
is less functional, but is not more satisfied
when the product is more functional.
and drop
Dissatisfier:
Pickup at the agreed point
Safe drive / Safe arrival
Accuracy in dropping the right person in the right place
Satisfier:
Seat comfort
Driver is quite friendly
On-Time start
On-Time arrival
Delighters:
A/C facility in the cab
Music / Video movies
Special attention / services while pickup drop
Satisfier:
Understanding the customer issue
Correct Resolution
Responding to customers within 3 rings [Meeting Service level]
Empathizing
First Contact Resolution
Delighters:
Customer education
Rebate Coupons / Concession / Discount
Freebies
Project scope should be appropriate (Not too broad (or) too complex)
Solving world hunger problem
Boiling the ocean
Impact
Level of support that could be expected from each stake holder group
should be determined
Strong sponsor is the key for success of the project
Define Phase
Define 2:
Define Process Map
Objective:
Objective:
To ensure common
understanding on the purpose,
scope and goal for the project
.
Tools:
Tools:
1. Team Charter
1. SIPOC
Define Phase
Team Charter:
Helps the team to have common understanding of the business problem
Sets expectation for the team on what is to be achieved
Gives authority for the project team to execute the project
Methodology:
Team charter has to be prepared jointly by the project leader and
champion
Team shall have following inputs for preparing team charter
Define Phase
Team Charter:
Helps the team to have common understanding of the business problem
Sets expectation for the team on what is to be achieved
Gives authority for the project team to execute the project
Methodology:
Team charter has to be prepared jointly by the project leader and
champion
Team shall have following inputs for preparing team charter
Define Phase
Problem Statements
Goal Statement
Project Scope
Milestones
Roles
Define Phase
Define Phase
Business Case:
X provides support to one of the worlds largest PC manufacturer.
The Clients Contract has three KPIs : a) Quality b) Service and c) Efficiency
Service and Efficiency targets have been met consistently, however the
Customer Experience Score was trending at 61.32% for the quarter MayJul07 as against the target of 72%. The call volume offered by the client has
been reduced by 30% for not meeting the CE target which has resulted in a
huge revenue loss for X. The total contribution loss in Product line A for not
meeting the CE Score target is US $ 0.418 Million per annum
Define Phase
Define Phase
the
team
is
seeking
to
accomplish,
Deadline
Define Phase
Define Phase
Define Phase
Example:
Operational Definition (Y): The Survey response from customers with
rating scale of 1 to 9, where 1 is 'Extremely Dissatisfied' and 9 is 'Extremely
Satisfied' graded through email. (Top three boxes [7,8 and 9] are considered
as positive response)
CE Score = Total no. of responses with top 3 box [.i.e., 7, 8, 9] / Total no. of
responses received
Defect Definition (Y): Any Survey fetching a rating from 1 to 6
Define Phase
Milestones:
A detailed project plan with key steps and target completion dates
Tied to phases of DMAIC process, with defined tollgate reviews
Aggressive (dont miss window of opportunity)
Realistic (dont force yourselves into band-aid solution)
Define Phase
Goal Statement
Problem Statement
Project Scope
Define Phase
Defect Definition
Resources
Tollgate Review
Phases
Define
Measure
Analyze
Improve
Control
Planned
Date
Sign Off
Date
Define Phase
Exercise
Prepare Team charter for the following scenario:
Type of Program
: Customer Support
KPI Metric
Target
: <=15%
Current Trend
Define Phase
Define 2:
Define Process Map
Objective:
Objective:
To ensure common
understanding on the purpose,
scope and goal for the project
.
Tools:
Tools:
1. Team Charter
1. SIPOC
Define Phase
places
in
the
processes
for
potential
Define Phase
Definition of a Process:
A collection of activities that takes one or more inputs and transforms them
into outputs that are of value to the customer
Outputs
Inputs
Customer(s)
Supplier(s)
The Business Process
Application:
To give a pictorial representation of the high level process
To identify the Suppliers and customers (stake holders)
Define Phase
CTQs
Suppliers
Inputs
Process
Outputs
Customers
Measures
Measures
Process
Map
Define Phase
Process Elements
Process: A collection of activities that takes one or more kinds of input and
creates output that is of value to the customer
Boundary: The limits of a particular process, that define the start and stop
points of the process
Define Phase
Define Phase