Page 179 - Six Sigma Demystified

160 Six SigMa DemystifieD

detection. The methodology can be applied to products or processes, although
the application to processes is most useful in the improve stage of DMAIC.
The FMEA process (described in detail in Part 3) begins by defining the
functions for each process step. Table 7.2 provides an example for some of the
key steps in the order processing project.

Table 7.2 FMEa for Example Order Processing Efficiency Project

Process Function Failure Severity Likelihood Detection Likelihood RPN
Step Mode of Method of
Occurrence Detection
Enter Communicating Not 5 7 Unable to 1 35
company order status and entered send
contact details, as well e- mail
e- mail as for ongoing
support/
updates
Incorrectly 5 6 Returned 1 30
entered e-mail
Record Indicates if Not 8 8 Customer 9 576
renewal client is entitled entered complaint
date in to free upgrade
CRM when revision
system released
Incorrectly 8 6 Customer 9 432
entered complaint
Generate Provides Wrong 7 4 Customer 7 196
license licensing for software complaint
code features features
enabled

Incorrect 7 4 Customer 8 224
license complaint
count
Record Used if Not 3 3 Detected 3 27
license customer lost entered on inquiry
code in code
CRM field
Incorrectly 3 1 Customer 6 18
entered complaint
Record Used for pricing Not 2 7 Detected 3 42
license upgrades and entered on inquiry
count in renewals or to
CRM field reissue code
Incorrectly 4 6 Customer 6 144
entered complaint