Page 310 - Lean six sigma demystified

288 Lean Six Sigma DemystifieD

Restaurant Software Telephone Company
Main customers? Diners Application users People
Main products or Food and drink Software Connection
services?
Main processes? Ordering and Delivery Billing
preparation
Requirements for good? Right food Easy to use Good sound quality
Right temp Bug free Worldwide access
Fresh Accurate
Friendly
Requirements for fast Prompt I want it when Be responsive
I want it, timely
updates
• Seating
• Service
• Check
Fix it fast Available when I want it
If it breaks, fix it fast
Requirements for cheap Value for $ Value for $ Value for $
Stop waste Help me be effective

HINt It’s often easier, as a customer, to first identify what you want from your
suppliers, and then to identify what your customers want from you.

For improvement efforts to be successful, they must focus on the customers’
requirements and ways to measure them in defects, time, or cost (Fig. 9-6) QI
Macros Measures.

Type Requirement Measurement Period
Better Defects per million (outages, inaccuracies, errors)
Defective per million (scrap, rework, complaints)
Percent defective (number defective/total)
Faster Commitments missed
Time to design, develop, deliver, repair, or replace
Wait or idle time
Cheaper Cost of rework or repair
Cost of waste or scrap
Cost per unit