Page 160 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

134 Chapter Seven

7.2.1 Information Development

The first part of the information phase is the development of all available
information concerning the project. This includes drawings, process sheets,
flowcharts, procedures, and any other available material. It is important to
discuss the project with people who are in a position to provide reliable
information and to verify that honest wrong impressions are not being
collected; that is, it may have been fact at one time, but is no longer valid.

It is very important that good human relations be used during this data- and
information-collecting phase. Get the person responsible for the project or
development in the first place to help, by showing the person how he or she
will be able to profit from successful results of the completed study.

The project identification checklist, illustrated by Table 7.1, details all the
information required for study. If the data or information are not on hand, it
will be necessary to obtain them. Table 7.1 is a basic information data sheet
that should be filled out as a first step to identify the project. A brief
description of the project should be written under operations and per-
formance to be certain all the team members are in at least basic agreement
as to the product or process operation.

Cost Visibility
The next step toward a problem solution is to complete the cost visibility
section of the cost-function work sheet as illustrated in Table 7.2. This cost-
function work sheet is one of the important documents that should be
produced in the information phase. The left portion of this work sheet is the
cost visibility portion. By cost visibility we mean that we make all costs
visible in a very detailed fashion, no ambiguity, no misunderstanding.

Table 7.1 Project Identification Checklist (Service Industry)

1. Flowcharts, organization charts

2. Detailed transaction data
3. Facility layout
4. Service product profile,

5. Cost data (labor, overheads, material)
6. Work instructions