Professional Documents
Culture Documents
(DMAIC)
DMAIC
Performance
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Control Define Improvement Model
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Improve M easure
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Analyze Define Step
Lynn Vining
Quality Management Coordinator
Clinical Outcomes and Resource Management
October 6, 2005
Define Step Objectives
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Purpose of Define Step
Simply stated:
“What needs to be addressed and
what the customer expects”
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Suggested Tools for Define Step
Brainstorming
Project Selection Criteria
Team Charter
Team Communication Plan
SIPOC - High Level Flowchart
VOC (Voice of the Customer)
CTQ (Critical to Quality) Tree
Affinity Diagram
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Brainstorming Tool
Purpose
Generate high volume of ideas on a topic
Free of criticism
Allows open thinking
Involves all members
Generally used in analysis; included here as a tool
to identify list of possible projects
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Brainstorming Tool
Steps
Write down brainstorming question that team has
agreed on so everyone can see
Structured – everyone takes a turn
Unstructured- ideas shared spontaneously
Can be done silently or out load
Discard agreed upon identical ideas
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Project Selection Criteria Tool
Purpose
To determine resources available as you begin
a project
Identify if the project selected is conducive to
DMAIC methodology
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Project Selection Criteria Tool
Steps
Write a definable problem you are interested
in improving
Evaluate problem statement against criteria
Rate criteria:
Relate to key business issue
Link to clearly defined process (start and end points)
Can identify customers
Clearly identify what a defect is and count occurrence
Demonstrate enhanced financial performance
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Organizational support
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Common Pitfalls to Avoid in Project Selection
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Problem Statement Examples
The Good, Bad, and the Ugly
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Charter Tool
Charter
Clarifies what is expected of team
Keeps team focused
Keeps team aligned with organizational priorities
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Importance
Describes business case for the project
Importance to customers
Importance to business
Importance to employees
Reason it should be worked on now
Estimates potential impact (rough figures ok)
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Charter Elements
Scope
Identify team work’s boundaries
Start and end points (focus area)
Decision making authority (areas within group’s control)
Budgetary limits
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Charter Elements
Deliverables
Process changes
Training
Documentation
Other processes/procedures to maintain gains
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CHARTER
Measures (Indicators)
Establishes performance baseline
Tracks performance
Identifies target and specs for each measure
How will they be measured and tracked?
How difficult is it to track the measures?
What is the target for improvement?
What are the target dates?
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Charter
Resources
Team
Sponsor – who the team is
accountable to
Multi-disciplinary team
Facilitator/coach
Process owner
Team leader
Budget 17
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Team Communication Plan Tool
Purpose
Identifies stakeholders (people affected by the
project)
Understand importance of work
Create buy-in
Can help avoid pitfalls
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Team Communication Plan Tool
Role Who Main Concerns Communication Notes
(Names of people (When and how you
or groups) will communicate
with them)
Team Leader
(if someone other than
yourself)
Team Member(s)
Sponsor(s)
Facilitator
Customers
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Process Owner
Other Stakeholders
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SIPOC- High Level Flowchart Tool
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C
U U
P S
P T
Inputs Processes Outputs O
L
I M
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E
R
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S
S
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SIPOC Tool
Benefits
Defines boundaries (see charter)
Describes where to collect data
Identifies suppliers & customers (stakeholders)
Identifies inputs and outputs
Helps support and develop process thinking
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SIPOC Tool
SIPOC Steps
Complete main process steps (high level)
State process purpose- why does it exist?
Identify start and end points of process
Identify outputs
Products, information, services
Identify customers
Identify key process inputs
What flows into the process: a form, raw materials?
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SIPOC Example- Making a Photocopy
Suppliers Inputs Process Outputs Customers
Paper; copier
Office supply company Close lid Copies You
setup
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VOC (Voice of Customer) Tool
Purpose
Identifies key drivers of customer satisfaction
Describes customer’s needs and their perceptions of
your product/services
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VOC (Voice of Customer) Tool
Benefits
Provides proper focus for project
Identify critical features and services
Provides data to develop appropriate
measurements
Provides baseline measure
Identify key driver of customer satisfaction
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VOC (Voice of Customer) Tool
Customer
Anyone who uses or benefits from the output of your
process
External people or groups who purchase and /or use
a company’s product or services
Rarely a single customer
DMAIC focus: quality as defined by the customer
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VOC (Voice of Customer) Tool
Voice of Customer
Who are you customers?
How are they segmented?
What do you want to know about your customers?
What is important to your customers
Why is it important?
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VOC Data Sources
Data Sources
Reactive Proactive
Customer initiated; easier to Team initiated
obtain)
Complaints Interviews
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Critical to Quality (CTQ) Tool
Purpose
Translates the voice of the customer’s (VOC)
language into measurable specification
General Specific
Hard to measure Easy to measure
Need Drivers CTQ
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Critical to Quality Example
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Affinity Diagram Tool
Purpose
To generate, organize, and
summarize ideas/issues into
logical categories in order to
understand problem and/or
solutions
Encourage team member’s
creativity
Overcome team paralysis
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Affinity Diagram Example
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Creating an Affinity Diagram
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Define Step Summary
5 1
Control Define
4 2
35 Improve M easure
3
Analyze
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Additional Information & References
http://www.3m.com/us/healthcare/his/products/coding/refined_drg.jhtml
http://www.qualityindicators.ahrq.gov/specific_faq.htm
http://www.3m.com/us/healthcare/his/press/archive/20041006.jhtml
http://multimedia.mmm.com/mws/mediawebserver.dyn?ttttttb9lEHtNXut2X
uttUwYYdpTTTT6-
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