Page 199 - Lean six sigma demystified

178 Lean Six Sigma DemystifieD

When? (Start, Measure?
What? (Changes) How? (Action) Who? Complete) (Results)

People Training
Define system and measures
Process Implement
Monitor
Machines (computers,
vehicles, etc.)
Materials (forms and
supplies)
Environment
Identify areas for replication
Replicate
Initiate replication

Multiply the Gains

Purpose: To increase the return on investment from each improvement effort
To maximize your return on investment, you will want to get this improvement
into the hands of all the other people who could use it.

Where will this What needs to be How will the process Who owns the When? (Start,
process be useful? done to initiate? be replicated? replication? Complete)

Adopt process
Adapt process
Incorporate existing
improvements

A Lean Six Sigma Case Study—Reducing Computer Downtime

One Baby Bell reduced computer downtime by 74% in just 6 months using Lean
Six Sigma. How did they do it? By following the defect reduction process.

Define and Measure the Problem

At the beginning, there were 100,000 “seat” minutes of outage per week
(Fig. 5-30). Since there were 9,000 service representatives, that means that