Objectives

As a result of attending this course the participant will

be able to:

• Describe the Six Sigma Breakthrough strategy

• Understand the Champion’s role in the Six Sigma Initiative
• Relate the roles and responsibilities of the Champion, Black Belt,
Green Belt and Team Members
• Identify projects with high probability for success
• Understand the DMAIC methodology and how it applies to
improvement projects
• Establish and utilize dashboard metrics
• Assist in project management and project goal completion
Presentation Outline

Section I Six Sigma Introduction

Section II Management and Organizational Infrastructure
for Six Sigma
Section III DMAIC Breakthrough Methodology
Section IV Implementation Strategy
Section I

Section I Six Sigma Introduction

What is Six Sigma?
Three elements of Six Sigma
DMAIC roadmap
Expected benefits of Six Sigma
Corporate results of Six Sigma
Technical Definition of Six Sigma

Technical Definition (Motorola)

75%
LSL USL
±1.5 s
12.5% 12.5%

Cp=2 Cpk=1.5 Cp=2 Cpk=1.5

3.4 DPMO 3.4 DPMO
Cp=Cpk = 2

- 6s -5s -4s -3 s -2s -1s 0 +1s +2s +3s +4s +5s +6s

6s to LSL 6s to USL
Evolution to:
A Management driven, scientific methodology for product and
process improvement which creates breakthroughs in financial
performance and Customer satisfaction
What is Six-Sigma?

• Management mandated and directed improvement

program focused on breakthroughs in financial
performance and customer satisfaction
• Uses Champions, Black Belts and Green Belts to
facilitate change
• Focused on core business and Customer needs
• A systematic method for process and product
improvement
• A Greek symbol for measuring performance
variation
• A metric for evaluating performance quality
• A standard of excellence (3.4 defects per million
opportunities)
Customer Satisfaction + Efficient Systems =
Improved Profitability

Two types of projects to improve financial performance:

Increase Revenue “Grow the Business”
Improve Customer satisfaction, sales, capacity and market
position
Decrease the Cost of Goods Sold
Reduce variation and defects
Improve yields
Understand root cause of issues and eliminate the source of
problems
Automate process “workflow”
Improve process performance and reduce waste using lean
Reduce Process Variation & Defect Rates

Off-Target Too Much Variation

Centered
On-Target
Center Reduce
Process Spread

The objective is to understand customer

requirements and reduce
process variation and defects
Breakthrough and Continuous Improvement

Breakthrough Strategy

1 2 3 4 5
Three Emphasis Areas for Six Sigma

Focused on product design excellence, design for manufacturability,

Customer satisfaction and cost reduction within all components of
the development and new product introduction process.

Focused on operational excellence, Customer satisfaction and cost

reduction within all components of the operation. Areas of focus
include Sales, HR, Finance, Materials, etc.

Focused on product production excellence, variation and defect

reduction, lean production techniques, Customer satisfaction and
cost reduction within all components of the production and delivery
process.

Six Sigma touches on all aspects

of the Business Enterprise
Past Improvement Activity Failure Modes

Unsuccessful Projects
No clear Management mandate
No roadmap for the project…
not sure where we are going
No dedicated resources
No Management and performance review
No ability to measure performance and
examine effectiveness… not sure if we
accomplished anything
No financial ROI during project definition
and measurement at completion
No clear answer as to “why are we doing
this project?”
What Makes Six Sigma Work?

• Select and work on the most important

problems and projects to the business
and Customer
• Assure those projects impact customer
satisfaction and financial performance
• Allocate the time to get the work done
• Have your best people work on them
• Provide those individuals with all the
training, tools, and resources they need
to make the performance breakthrough
• Provide Management direction, support
and routine review of performance
• Require a well thought out, objective and
data driven solution
• Verify the dollar savings of your efforts
• Sustain the benefits of the solution over
time
Six Sigma 3 Critical Elements

Defining and using business objectives and metrics that

focus our attention on performance and defects that are most
important to the customer and have the greatest potential for
impacting the bottom line

Dedicated Systematic
resources and Approach to
focused improving
infrastructure, performance
trained in the and reducing
use of the 6 defects which
Sigma problem are important to
solving and the customer
process (qualitative &
improvement statistical)
methodology
Strategic Business and Quality Metrics

CSI, Sales, delivery times, cost per

unit, Yield, DPU, DPMO, customer
response times, Web hit rates,
Rework/scrap rates, etc.
(Critical Business Elements)

Management objectives
and dashboard forms the
core of the strategic
Business & Quality
Metrics and is flowed
down to other
departments and process
areas to provide leading
and lagging indicators of
performance
Hierarchy of Operational Dashboards

Can we see measurable

Executive
Dashboard
progress in our key
business critical metrics?

Level 1
Processes
Director
Level

Level 2
Processes
Manager
Level

Level 3
Processes
Engineering
Level

Level 4
Processes
Operator
Level
Six Sigma DMAIC Road Map

Define
Identify Project, Champion and Project Owner Key Analytical Tools
Determine Customer Requirements and CTQs
Define Problem, Objective, Goals and Benefits
Define Stakeholder/Resource Analysis
Process Mapping and
Map the Process Modeling
Develop Project Plan

Measure
Determine Critical Xs and Ys
Determine Operational Definitions Measurement Systems
Establish Performance Standards
Develop Data Collection and Sampling Plan Analysis & Process
Validate the Measurements
Measurement Systems Analysis
Capability
Determine Process Capability and Baseline

Analyze
Benchmark the Process or Product
Establish Causal Relationships Using Data
Statistical Tests, Modeling
Analysis of the Process Map & Root Cause Analysis
Determine Root Cause(s) Using Data

Improve
Design of Experiments
Develop Solution Alternatives Brainstorming
Assess Risks and Benefits of Solution Alternatives
Validate Solution using a Pilot Design of Experiments,
Implement Solution
Determine Solution Effectiveness using Data FMEA, & Validation
Control
Statistical Process Control
Determine Needed Controls (measurement, design, etc.)
Implement and Validate Controls
Statistical Process Control
Develop Transfer Plan
Realize Benefits of Implementing Solution
Close Project and Communicate Results
 Process Flow for achieving 70%+ Improvement

Champion
Select project that is Review
Review and Authorize Communicate
considered critical to performance
operational success
approve process and celebrate
and assure
solutions change results
results
Black Belt

Develop alternative
Form team and Determine
solutions and
follow DMAIC for financial
complete benefit
project management benefit
Process or and risk assessment
Product
Implement and
Understand root Validate
standardize
cause of problem Solution
process changes

For a breakthrough to occur… everything is on the table

Six Sigma Results

Improved Customer satisfaction

• Assure products and services meet customer
requirements
Improved quality, efficiency and cost of goods sold
• Waste, defect and variation reduction
• Financial savings (hard and soft)
Self-sustaining infrastructure
• Defined roles and responsibilities
• Empower Champions, Black Belts and all employees to
make meaningful improvements in performance
• Communication
Commonality
• Language, training materials, tools & software
• Methodology
• Expectations
• Solutions
• Financial tracking (establish, maintain metrics)
Honeywell & DOW Results

"We achieved $600 million in Six Sigma cost savings in 1999, but
cost savings are only one part of the story. Delighting customers and
accelerating growth completes the picture. When we are more
efficient and improve work flow throughout every function in the
company, we provide tremendous added value to our customers–
through higher quality solutions that are more competitively priced,
delivered on time and invoiced correctly. That makes us a more
desirable business partner."
- Honeywell 1999 Annual Report http://www-a.honeywell.com/investor/ar99_intro_smarter.html

"We expect Six Sigma to elevate our company to an entirely new

level of operational performance, delivering $1.5 billion in EBIT
cumulatively by 2003 from the combined impact of revenue growth,
cost reductions and asset utilization."
- Dow 1999 Annual Report http://www.dow.com/financial/99ann/letter03.htm
GE & DuPont Results

"The Six Sigma initiative is in its fifth year — its fifth trip through the
operating system. From a standing start in 1996, with no financial
benefit to the Company, it has flourished to the point where it
produced more than $2 billion in benefits in 1999, with much more to
come this decade."
- GE 1999 Annual Report http://www.ge.com/annual99/letter/letter_three.html

"Six Sigma implementation continues to gain momentum. At the end

of the year 2000, there were about 1,100 trained Black Belts and
over 3,400 active projects. The potential pretax benefit from active
projects was $700 million."
- DuPont Fourth Quarter and Full Year 2000 Earnings Report http://www.dupont.com/corp/whats-new/releases/01/010124.html
Section II

Section II Management Infrastructure for Six Sigma

Site Champion and Executive Staff
Hands on Champions
Master Black Belt
Black Belts / Green Belts
All Employees
Interrelationship Digraph of Six Sigma Infrastructure
Site Champion and Executive Staff

Functions
Set the vision
Create the mandate for improvement
Initiate and fund the activity
Establish and maintain the reporting structure
Responsibilities (10%+ of time)
Identify Champions in each functional area
Monthly review of projects by Champion
Measure Champion results
Training
4 hour Executive Overview
2 day Champion Training
Hands-On Champion

Functions
Communicate the vision
Create the mandate for improvement
Provide direction and remove barriers
Achieve financial results and communicate
success
Responsibilities (10%+ of time)
Identify Black Belts and Green Belts
Identify and approve all Six Sigma projects
Biweekly review of all projects
Measure Black Belt performance
Training
2 day Champion Training
Master Black Belt

Functions
Provide technical expertise on Six Sigma and
Lean methodology to Black Belts and Green Belts
Work in support of the Black Belt and Champion
Assist in education and training activities
Responsibilities (100% of time)
Work daily with team members, Black Belts and
Champions
Participate in the review of projects
Monitor all Six Sigma projects
Training
15 day Black Belt Training, 2 years minimum as a
Black Belt and a Masters Degree in a related field
Black Belts and Green Belts

Functions
Black Belts 100% dedicated for 2 years to process
improvement, Green Belts 20%
Work on improvement projects with other Green
Belts and Team Members
Achieve financial results for each project Goal of
$350K+
Responsibilities (100 – 20%+ of time)
Use the DMAIC methodology to create
breakthroughs in performance
Report progress to the Champion
Hold team meetings and provide excellent project
management
Work with the Master Black Belt
Training
15 day Black Belt Training 5
day Green Belt Training
All Employees

Functions
Work to achieve excellence in daily work
Participate in Six Sigma projects
Support team activities
Identify opportunities for improvement
Responsibilities (5-10%+ of time)
Participate in Six Sigma activities as
requested
Complete action items as assigned by the
team
Attend team meetings
Training
1 day Six Sigma Employee training
Section III

Section III DMAIC Breakthrough Methodology

Define
Measure
Analyze
Improve
Control
DMAIC Process Improvement Methodology
DMAIC Process

Establish Controls on the critical Xs so

the improvements will be maintained

Identify ways Metrics (Ys) linked

to improve to CTQs
the process X1
Y1 Define the Problem
and validate X2 PROCESS Y2 Project Objective
X3
the solution X4
Y3
Project Goal
Measure and Analyze
data and process
performance to determine
the critical variables and
root cause of the problem
Six Sigma DMAIC Define

Define Activities
Identify Project, Champion and Project Owner
Determine Customer Requirements and CTQs
Define Problem, Objective, Goals and Benefits
Define Stakeholder/Resource Analysis
Map the Process
Develop Project Plan

Define Quality Tools

Project Charter and Plan
Effort/Impact Analysis
Process Mapping
Tree Diagram
“Define” Flow

VOC,
Effort/Impact
Examine Analysis
Candidate
Projects Resource Requirements
Project No:
Project Name:
SIX SIGMA
Project Charter
Location:
Business
General Information Review Schedule
Activity
Start
Date
Effort / Impact Analysis
GB Projects BB Projects
Project Leader: Segment: D 10
GB/BB: Business M
Master BB: Objective: A 9
H/O Champion: Customer I
Team Members: Name Function % Time Initials CTQ(s): C 8
Current Close
7
Process
Capability: Sigma, Cpk, DPMO, Cycle-time, etc. 6

Impact
Date:
5 Impact
4
Project Definition 3
Project Problem Statement:
2

Develop and 1
0
0 2 4 6 8 10 12

Approve Project
Project Objective Statement: Effort

Charter
Project Scope/Limitations:

Define Customer Project Goals and Targets:

CTQs Project Plan:

See page 2 of the project charter. Project Plan and Gantt Chart
Expected Benefits:
Hard Dollar Savings:
Soft Dollar Savings:
Time frame:

Strategic:

Other Benefits:
Stakeholder Approval
Hands On Champion: Master Black Belt:
Name: Name:
Signature: Signature:
Functional Manager: Black / Green Belt:
Name: Name:
Signature: Signature:
Other: Other:
Name: Name:
Signature: Signature:

Date:

Response
Response
(Y)
(Y) What is the most
appropriate end point Who are the customers for
What must my for the process? What our product or service?
Who are the suppliers for our product suppliers provide to Determine the start and end points of the process product or service does What are their
or service? How capable are they in my process to meet associated with the problem and the major steps the process deliver to requirements for
meeting our process requirements? my needs? in the process. the customer? performance
Operational
Operational

Complete
Definition
Definition Suppliers Input Process (High Level) Output Customers
1 1 Start Point: 1 1
CTQ(s) 2 2
3 2 1

SIPOC and
2 1 2
Voice
Voice of
of Product
Product Target
Target 2 Operation or Activity 3 1
The
The Customer
Customer arrives
arrives on-
on-time
on-time 3 1 2
3 1 2 4 1

Process Map
2 3 2
3 4 5 1
4 1 5 2
Specification
Specification 2 6 6 1
Limit(s)
Limit(s) 3 7 2
Add additional rows where needed 8
9
10
11
End Point:
Error
Error Rate
Rate
© Thomas A. Little Consulting 2002
 DMAIC
Critical to Quality (CTQ) Methodology
Define

Characteristics
Detailed
Specifications
Use the tree diagram to
define Customer CTQs Response
Response Performance to
(Y)
(Y) Schedule

Deviation from schedule in

Measure
Measure
Customer completed units
Requirement
100% of committed ships
Customer
Customer Product
Product prior to 5:00 pm as received
Target
Target
Needs
Needs arrives
arrives on-time
on-time on Customer receiving dock

Specification
Specification LSL = 0 hours late
Limit(s)
Limit(s) USL = 6 hours early

Allowable
Allowable
defect
defect < 3.4 DPMO
Rate
Rate
 DMAIC
Moving to Specific Candidate Projects Methodology
Define

Champions drive the project selection as they own the

business objectives aligned to the Executive Staff

Interview Complete
Determine
Customers CTQ gap
Critically the effort
(Internal and analysis and
examine required for
External), on prioritization
Business each project
core business Candidate
Determine a
Objectives issues and
candidate
Conduct effort to Six Sigma
and select opportunities impact analysis and
project list Project(s)
projects for prioritize the project
improvement Estimate list With financial
aligned to
project impact!!!
them with Use Voice of
benefits in
Select the top
financial the Customer projects and
financial and
impact and when determine the
measurable
collecting and Champion
benefits terms & rank
analyzing data and Owner
projects by
their impact
 DMAIC
Potential Projects Methodology
Define

Determine a
Conduct
candidate
effort to Candidate Six
project list and
impact Sigma Project(s)
potential
analysis and
benefits:
prioritize the Project
Manufacturing project list Champion and
Materials Project Effort Impact
Owner
Management 1 6 1
2 3 3 Effort / Impact Analysis
NPI 3
4
4
7
3
3
10
5 10 3
Finance 6 2 6 9
7 5 6 8

Design 8
9
8
1
6
9
7
6
10 9 9 Impact
HR 5 Impact
4
3
2
1

Projects with high impact are 0

0 2 4 6 8 10 12

preferred Effort
 DMAIC
Detailed Project Selection Criteria Methodology
Define

• Achieving breakthroughs requires prioritization of opportunities.

There are many more opportunities than there is time and
resources to work on them.
• When selecting a process, we are trying to prioritize exactly which
problem to solve. If the problem is clear we move on to define the
problem.
• In selecting a project, consider these issues:

a. Financial and strategic benefits

b. Improved customer satisfaction, CSI
c. Compatible with current goals and objectives
d. Translatable to other areas of the business
e. Probability of success
f. Level of effort, amount of resources needed to
complete project
 DMAIC
Example: Prioritizing Projects Methodology
Define

Are your projects the things you like to do, easy to do or important to do?

Benefits Business Goals Risk

Rank Potential Projects Champion Financial Translatability Defined Supports Clear Complexity p(S) Total
2 Reduce lead time HC 9 9 9 9 6 6 3 80%
3 Receiving process MP 6 9 6 3 9 6 9 77%
4 Customer complaints DS 6 6 6 9 9 6 6 73%
5 MRO material reduction LC 6 3 6 9 9 6 6 70%
6 Change control system JM 6 9 0 6 6 6 6 63%
1 Inventory reduction AB 9 9 9 9 9 9 6 93%
7 Chip test yields JF 6 3 0 0 9 6 6 53%
0%
0%
0%

Complexity is a
Supports function of time to
Solutions are likely Currently Clear problem
Manager immediate complete and the
Hard dollar to be applicable defined definition with Probability
Project name responsible goals and difficulty of the
savings across the site and business clear project of success
for results objectives problem. Scope
the corporation objective boundaries
for the org. (target for BB
project is 7-8)

3 < $100k 3 = local

6 = $300k 6 = some external 3 = <3 months
9> $1M 9 = all locations 6= 4-5 months
9= 6+ months

© TLC, 2002
 DMAIC
Develop Charter Methodology
Define

SIX SIGMA
Project Charter
Resource Requirements General Information Review Schedule

In this step you will establish Project No:

Project Name:
Project Leader:
Location:
Business
Segment:
Activity
Start
D
Date

direction for the project

GB/BB: Business M
Master BB: Objective: A
H/O Champion: Customer I
Team Members: Name Function

by documenting
% Time Initials CTQ(s): C
Current Close
Process
Capability: Sigma, Cpk , DPMO, Cycle-time, etc.
Date:

• Problem Project Definition

Project Problem Statement:

• Objective & Scope

• Goal/target
Project Objective Statement:

• Resource requirements Project Scope/Limitations:

• Financial benefits Project Goals and Targets:

Project Plan:

• Strategic benefits See page 2 of the project charter. Project Plan and Gantt Chart
Expected Benefits: Time frame:
Hard Dollar Savings:
Soft Dollar Savings:
Strategic:

• Team resources Other Benefits:

Stakeholder Approval
Hands On Champion: Master Black Belt:
Name: Name:
Signature: Signature:
• Project approval Functional Manager:
Name:
Black / Green Belt:
Name:
Signature: Signature:
Other: Other:
Name: Name:
Signature: Signature:

Date:
 DMAIC
State Objective and Scope Methodology
Define

Project Objective and Scope

• What process will the team focus on?

• What are the boundaries of the process we are to improve?
Where does the process begin? Where does it end?
• Which customers will be affected / included
• What is outside of scope for the team?
• What constraints or timelines must the team work under?

Customer or Suppliers Site or Line Process

Process 1

Process 2

Process 3
Goal Statement DMAIC
Methodology
Define

 Describe, in measurable terms, what success will look like when

you’ve solved the problem
 Include a statement of the performance level that will satisfy your
CTQ and the time frame in which you plan to implement the
improvement. State targets and tolerances where appropriate.

Goal Statement:
Reduce late shipment costs (Express Mail) to all
customers by 70% from $1.5M to $45K by January 200x.

Where When How Much

 DMAIC
Determine Resources Methodology
Define

Determine the Stakeholders

Who will need to be involved and at what
level for this project to be successful?
Determine Team Members
Who will need to be on the team and at
what % of their time?
Determine any Capital, Test or HR
Requirements
What materials, testing, software
programming, outside services or
equipment will be needed? Are those costs
acceptable to management?
Other Support to be Successful
Project Plan
DMAIC
Methodology
Define

SIX SIGMA Project Plan Project Name & Number:

Site: Location: Revision Date:
Problem Statement:

Improvement Objective and Scope:

Goal and Targets

Metric(s)
Project
Benefits
plan
Baseline Goal Improvement Goals
Date remains
Date
Date through
Date
the life of
Phases
Tasks and Timelines
Activity Assigned to: Start Date: End Date: Status:
Project
Review Date
the project
Define
Project's Customer CTQ
Project Charter
SIPOC
Financial analysis of project's benefits
Detailed process map
Measure

Analyze

Improve

Control

Team Members
Team Leader: On Plan/On Schedule
Team BB: Behind Plan, with effort can return to schedule
Team Members: Behind Plan
Task Completed

Champion:
Benefits
DMAIC
Methodology
Define

Benefits may include any of the following:

• Hard dollar savings (cost reduction)
• Soft dollar savings (cost avoidance)
• Improved Customer satisfaction
• Improvement in the performance metrics (cycle time, yield,
defects, etc.)
• Improved job satisfaction (reduction in frustration)
• When considering benefits… what must change for the savings to
occur?
Financial Benefits Example DMAIC
Methodology
Define

Cost Improvements Quantified:

Curr Cost
($1, 000's
Process per w eek) New Cost Improvement
Touch-up & Handsolder $ 73 $ 70 95% $ 3.7
Wash $ 24 $ 23 95% $ 1.2
QA/ Final Inspection $ 58 $ 45 78% $ 12.5
Rework $ 20 $ 16 78% $ 4.4
QA (QA E ngineers) $ 5 $ 4 78% $ 1.0
Production Control/Expediting $ 27 $ 26 95% $ 1.4

Total per week for costs elements above $ 207 $ 183 per Week $ 24.2

Total per Year $ 10,782 k $ 9,525 k per Year $ 1,257 k

Determine costs of current baseline and the impact to cost if the goal is
achieved. Consider also the full impact to all effected lines and production
operations. If financial analysis shows poor ROI you may want to select
another project.
Begin Mapping the Process with a SIPOC
DMAIC
Methodology
Define