Homework
Make sure that Teams have been developed
-If not then assign members to teams
-Should be 4, maybe 5 if odd number
Review the processes
Check for the following:
- Identification of a problem
- Make sure the problem relates to an outcome; not an influence.
- Who are the stakeholders?
- Check for thoroughness and relevance
The Steps below will follow after today’s discussion
- What is important to your customers/ stakeholders?
- CTQs
- Relevance
- How are they impacted
- What is the goal of the project?
- Needs to be SMART
- What is the scope of the project?
- Should define boundaries
- What are the financial or other benefits of completing the project
- What are the risks which may not result in success of the project
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Discuss IDIS (207-217) and Financial services improvement (155-164) cases for use in class.
Discussed last class
Develop Project charter includes:
- What are the boundaries
- Who should be involved
- What are the resources
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The problem statement and identify the stakeholders?
Identify the problem and goals
- What is the data that proves a problem exists?
- Who are the stakeholders
- Roles; primary, secondary, tertiary
- How are they impacted
- What is their level of support
- Positive, negative, neutral
- Use VOC to define goals
Voice of the Customer (VOC): Read Chapter 4 (55-68)
- Customer segmentations
- Profiles of customers
- Not all customers are the same
- Method
- Identify the output/product being reviewed
- Identify existing or potential users
- Segment by characteristics
- Economic
- Descriptive demographics
- Attitudinal – price, value, service
- Major, non-major, gpa, gender, working or not, intl or not
- Develop profiles
- Include representatives from each group in VOC
- Document the results
- Determine the types and sources of customer data
- Existing company sales information
- Customer contact points
- Research
- interviews
- Collect VOC
- Phone call
- Face-to-face
- Focus groups
- surveys
- Kano Analysis
- Collect VOC thru as many methods as possible
- Identify known or presumed customer needs/requirements
- For each potential need, ask the customer to access
- How they would feel if the need was addressed?
- How would you feel if the need was not addressed?
- Choices
- Liked it
- Normal/expected
- Don’t care
- Would not like it
- Based on customer responses classify each need as a dissatisfier, satisfier or delighter
- Incorporate this information into product or service development efforts
- Dissatisfiers are basic must needs for minimum satisfaction
- Satisfiers standard characteristics that increase or decrease satisfaction by their degree
- Performance characteristics
- Cost/price, ease of use, speed
- Delighters
- Characteristics not usually present
- Differentiator
______
What is Important to these Customers
- Use information from the VOC
- Develop critical-to-quality requirements (CTQ)
- Addresses the question of “what is important to the customer” and helps in defining the goal of the project
- Since the overall goal is to satisfy the customer, by knowing what the customer finds important will help in establishing the metric(s) and the potential level.
- Gather VOC data relevant to the product/service output
- Identify relevant statements in transcripts of customer comments
- Copy on to slips of paper
- Use affinity diagrams
- Arrange by ideas and themes
- Start with the themes or comments and probe why the customers feel that way
- Conduct further customer contact as needed to identify quantifiable targets and tolerances
- Examine all the requirements as a set.
- Good customer requirements are:
- Specific
- Measurable
- Related directly to an attribute of the product/service
- Don’t have alternatives and don’t bias the design toward a particular approach or technology
- Describe what the need is, not how it will be met
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What is the scope of the Project?
- The VOC can be used to establish the scope by speaking with a wide range of stakeholders it will become clear as to who is impacted and who is not.
- By knowing the level of impact and the CTQs a limit can be constructed on what activities in the process need to be reviewed.
- Class; is it limited to the exams, homework, the method of delivery, the availability, the course topic, etc)
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What are the financial or other benefits to the customer or implementer?
- What is the issue costing
- What would an improvement bring to the company
- Is this going to meet customer expectations
- How will an improvement be valued by the process owner?
What are the potential risks?
- Part of understanding the risks is based on the stakeholders’ view of the project. Negative stakeholders will seek to have the project fail.
- The scope could be a risk if it is too large
- An understanding of the financial benefits could be in risk if highly speculative.
- The commonality or degree of documentation of the process can result in risk
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Create a process Map
- SIPOC
- Supplier
- You can start with stakeholders
- Sort by whether they are Suppliers or Customers
- Inputs
- What does each supplier provide to the process
- Focus on critical few if many
- Process
- What are the steps/stages/ activities in the conversion of the inputs in to the various outputs
- Outputs
- Review the customer and see what output they are provided or wish to be provided
- Focus on critical few, if many
- Customer
- Review stakeholders to determine if they are customers or suppliers
- Brainstorm if need be
Note:
- you can create a SIPOC or a COPIS; they both serve the same purpose it depends on whether the focus of the process improvement is more towards the customer or supplier side.
- Keep at a high level : maybe 6 activities
- Identify critical to quality (CTQ) requirements for the inputs, outputs and process steps
- Process flowchart
- Use the P portion of the SIPOC to start.
- Expand to the appropriate level.
- Walk around and observe what is occurring
- Clarify the purpose of observation
- General or specific
- Identify observers
- Experienced and novice
- Prepare an observation form and train observers
- Step number/identifier
- Description
- Worker
- Distance from last step
- Task time
- Wait time
- WIP
- Observations
- Prepare staff in workplace
- Alert
- Get permission
- Walk the process; carry out observations
- Have observers summarize lessons learned and present to whole team
- If looking at lead time, wip, items in queue, then perform observation multiple times to get variance
Method:
- Review the process being studied and its boundaries
- Identify the type of chart
- Transportation diagrams
- Spaghetti/workflow diagrams
- Swimlane flowcharts
- Demonstrate each
- Have participants identify the steps in the process
- Write on a sticky note
- Include feedback loops
- Work as a team, arrange the steps in order
- Eliminate duplications
- Determine and maintain a consistent level of detail
- Keep the process moving in one direction
- Discuss results
- Number the tasks sequentially
- Transfer completed map and provide names of those involved
Types:
- Transportation and spaghetti
- Diagram of physical area
- Work from existing flow chart and draw a line between steps
______
- Develop a project plan using MS Project to implement DMAIC.
- Provide approx. dates for each segment of the DMAIC phases.
- Team members and who is responsible (pp 214-215)
- These represent the steps which need to be completed for the project, based on DMAIC phases.
______
- Create a communication plan
- Who is to get, what information, at what time, by what method, who will deliver information, and who is the source of the information
______
- Hold a Define gate review
- Review documentation
Assignment
- Develop a Charter
- Develop Stakeholder Analysis
- Develop a SIPOC
- Develop a high level process map
Answer the questions on Pg 163 and 164 as a team; to be discussed in class
1
Week 3Class 2