Page 35 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

Six Sigma in Service Organizations 17

Project Flowchart
A typical Six Sigma process improvement project usually follows a DMAIC
project flowchart. The DMAIC means the following five project steps:
define, measure, analyze, improve, control. Specifically, they are
1. Define the problem and customer requirements.
2. Measure the defects and process operation.
3. Analyze the data and discover causes of the problem.
4. Improve the process to remove causes of defects.
5. Control the process to make sure defects do not reoccur.

Project Management
During each project execution, periodical reviews are conducted to find out
project progress, identify the project bottlenecks, and resolve problems.
Many details of the project, such as time, resource, work force, and task
completion are recorded and monitored carefully.

Project Evaluation
On completion of each Six Sigma project, the real financial benefits will
be tracked and verified by financial accounting personnel within the
company.

Methods and Tools
Many methods and tools are used in the regular Six Sigma process
improvement (DMAIC) activities. Six Sigma Green Belts and Black Belts
will go through rigorous trainings to learn these methods and tools and
apply them in the projects. The commonly used methods and tools include
Business process map: Process flowcharts.
Project management: Critical path method (CPM), project evaluation,
and review techniques (PERT), Microsoft project management.
Team and leadership: Team works, team communication, and facil-
itation.
Probability and statistics: Probability distributions, mean, variance,
hypothesis testing, confidence intervals, and so on.
Simple graphic tools: Histogram, scatter plot, Pareto charts, and so
on.
Advanced statistical tools: Linear regression, design of experiments,
multivari charts, control charts, process capabilities, measurement
system analysis, and so on.
Basic Lean Manufacturing: Seven wastes, Kaizen, and so on.