Beruflich Dokumente
Kultur Dokumente
Prof. R. Jayakumar
B.Com, PGDM (IIM-B) CTM (USA)
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Purpose of Presentation
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World Class Performance
With 99 % With Six Sigma
Quality Quality
For every 300000 3,000 misdeliveries 1 misdelivery
letters delivered
For every week of TV 1.68 hours of dead air 1.8 seconds of dead air
broadcasting per
channel
Out of every 500,000 4100 crashes Less than 2 crashes
computer restarts
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Six Sigma Definitions
• Business Definition
A break through strategy to significantly
improve customer satisfaction and
shareholder value by reducing variability in
every aspect of business.
• Technical Definition
A statistical term signifying 3.4 defects per
million opportunities.
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Sigma Defects Per Million Rate of
Level Opportunities Improvement
1σ 690,000
2σ 308,000 2 times
3σ 66,800 5 times
4σ 6,210 11 times
5σ 230 27 times
6σ 3.4 68 times
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Bank of America – SS Experience
Goals
– # 1 in Customer Satisfaction
– Worlds’ most admired company
– Worlds’ largest bank
Strategy - “ Develop business process excellence
by applying voice of the customer to identify and
engineer critical few business processes using Six
Sigma
Created Quality & Productivity Division
Source: Best Practices Report
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Bank of America – SS Experience
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Bank of America – SS Experience
Customer Results
Implementing
Identifying & Process Delivery, Response
Encouraging Process cycle time
& enabling people designing Measures Value, Time to
customers Process costs
To participate in processes to deliver reliability
Defect rates
Improvement strategy Productivity
Time to
Repurchase
satisfaction
Market
Policy & Strategy
Cash flow
Maintenance cost
Improving Return on assets
processes
Recognizing to satisfy and
Individual & Generate value
Team effort For customers
Partnerships Society Utility
consumption
Resources Results Timeliness
Inventory
Leadership Processes
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Define - Critical to Quality (CTQ)
Focus on customers generating annual
revenue of USD 400,000/-.
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Define - Goal Statement
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Define - Performance Standards
Output unit A scheduled delivery of freight
Output characteristic Timely delivery
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Improve
Experiments designed and conducted
using truck type and tyre size.
Findings:
– Larger tyres took longer time at certain
routes where area was cramped and time
lost in maneuvering.
– High incidence of tyre failures since tight
turns led to stress on tyres thus increasing
number of flat tyres.
Team modified planning of dispatch
process by routing smaller trucks at
more restrictive areas.
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Control
Test implementation.
Process sigma level up from 2.43 or
175889 DPMO to 3.94 or 7353 DPMO.
Performance still fell short of best in class
4.32 or 2400 DPMO.
Improvement led to significant customer
satisfaction.
Process continually monitored and data on
new cycle times, tyre failure collected as
per defined methods and frequency,
analysed and monitored.
Customer satisfaction measured and
monitored.
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Key Lessons Learnt
Define
– Difficulty in identifying the right project and
defining the scope;
– Difficulty in applying statistical parameters
to Voice of the Customers;
– Trouble with setting the right goals;
Measure
– Inefficient data gathering;
– Lack of measures;
– Lack of speed in execution;
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Key Lessons Learnt
Analyse
– Challenge of identifying best practices
– Overuse of statistical tools/ under use of practical
knowledge
– Challenge of developing hypotheses
Improve
– Challenge of developing ideas to remove root
causes
– Difficulty of implementing solutions
Control
– Lack of follow up by Managers/ Process Owners
– Lack of continuous Voice of the Customer
feedback
– Failure to institutionalize continuous improvement.
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Key Lessons Learnt
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What Makes Six Sigma Different?
Versatile
Breakthrough improvements
Financial results focus
Process focus
Structured & disciplined problem solving
methodology using scientific tools and techniques
Customer centered
Involvement of leadership is mandatory.
Training is mandatory;
Action learning (25% class room, 75 %
application)
Creating a dedicated organisation for problem
solving (85/50 Rule).
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Benefits of Six Sigma
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Thank you
Q&A
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