Page 182 - Lean six sigma demystified

Chapter 5 Redu C ing d efe C t S with Six Sigm a 161

Materials Process/methods
Getting appointment whether needed or not
Why?
Why? Repairman considered more
important than customer
Why?
Not using loop test
Why? Problem statement
During year, good loop
tests accounted for 92% of
unnecessary appointments
which was 100% higher
Why? than desired and caused
Why?
customer dissatisfaction.
Why? Why?
Why? Why?
Why? Why?

People Machines
Ishikawa fishbone Diagram
cause effect analysis
FIGURE 5-9 • Root cause diagram of unnecessary repair appointments.

FIGURE 5-10 • Countermeasures for unnecessary appointments.