Page 186 - Lean six sigma demystified

Chapter 5 Redu C ing d efe C t S with Six Sigm a 165

Packing Ordering
Retyping order
Why?
Why? Not captured electronically
Why?
Bad addresses
Why? Problem statement
Taken wrong
During 2002, Invoicing
accounted for 31% of
not received errors
which was higher than
Why? Not tracked desired and caused
customer
Why? Cost of tracking dissatisfaction.
Why?
Why?

People Shipping

FIGURE 5-15 • Root causes of invoicing errors.

3. Use Stamps.com to create the shipping labels, because Stamps.com validates
the ship-to address and provides free delivery confirmation ($0.45/order
savings).

Check Results
It took about 2 months to implement all of these improvements. As a result, total

errors have dropped from 10 per month to 2.4 per month, a 75% reduction.
Using this data, we are now charting the errors per month using a c chart
(Fig. 5-16).

Problem Solving

Our problems are man-made, therefore they may be solved by man. No problem of
human destiny is beyond human beings.
—John F. Kennedy

Although many people are willing to say that problems are a force of nature or
due to the human factor, I am not. Most problems can be solved with a little
effort and ingenuity.