Page 188 - Lean six sigma demystified

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Chapter 5 Redu C ing d efe C t S with Six Sigm a 167

Voice of customer

Define problem to be solved
Define and measure
FOCUS

Line graph Pareto chart
Balanced scorecard

IMPROVE Improve and analyze Countermeasures

Root cause analysis Verify root cause

BEFORE
Problem USL
Flowchart BEFORE solving Number of installations
F
SUSTAIN Monitor, manage, and control I AFTER AFTER

S USL
H Number of installations

Recognize, review, and refocus
Six sigma
6
HONOR Leadership 5 4 3

1 2 GOOD Master QI story
FIGURE 5-17 • Six Sigma problem-solving process.

1. Define a problem for improvement using measurements shown as a control
chart and Pareto charts or histograms to select elements for improvement.
2. Use the cause-and-effect diagram to analyze root causes. Then verify and
validate the root causes.
3. Select countermeasures to prevent the root causes and evaluate results from
implementing the countermeasures.
4. Sustain the improvement using control charts.

5. Replicate the improvement.