Page 470 - Design for Six Sigma for Service (Six SIGMA Operational Methods)

428 Chapter Twelve

Decelerate Stop Accelerate

Denial Harvest
alliance

Communicate
Anger/
anxiety Planning

Old paradigm
loss
Fear

Frustration

Old paradigm Uncertainty Acceptance

Figure 12.14 The Frustration Curve

a curve periodically for each team member and use some or all of the
strategies listed below to move his or her team members to the positive side,
the “recommitting” phase.

There are several strategies to use to deal with change. To help decelerate
(reconcile), the Black Belt needs to listen with empathy, acknowledge diffi-
culties, and define what is over and what is not. To help stop the old
paradigm and reorient the team to the DFSS paradigm, the DFSS team
leader should encourage redefinition, utilize management to provide
structure and strength, rebuild a sense of identity, gain a sense of control and
influence, and encourage opportunities for creativity. To help recommit
(accelerate) the team in the new paradigm, the team leader should reinforce
the new beginning, provide clear purpose, develop a detailed plan, be con-
sistent in the spirit of Six Sigma, and celebrate success.