6-Sigma Process Quality

Measured Success..
Six Sigma [a greek symbol ]
represents standard deviation of
sample data

Coined by Bill Smith

Motorola Engineer
Circa 1986

Standard deviation is a measure of Variance..

Devil lies in the Variance…

An Average process
On Average can perform within
expectation
But its inherent high variance results
in failed customer service

Consider guaranteed Pizza delivery within 30 minutes.. Where mean delivery time is 24
minutes but SE is 3, such a process will have a large proportion of delayed delivery ~ 31 %
[being 2 sigma]
 Six Sigma is about controlling
variance

Reduce Variance …
….. Improve Performance

How many SE can you fit

within customer
expectation?

How much does an SE translate into improved performance?

 How does 6 measure.

Sigma % Good % Bad DPMO

1 30.9% 69.1% 691,462

2 69.1% 30.9% 308,538

3 93.3% 6.7% 66,807

4 99.38% 0.62% 6,210

5 99.977% 0.023% 233

99.9997% 0.00034% 3.4

6
 This means a lot….

3 6
~ 900 flights cancellations / week - 1 US flight cancellation / 3 weeks
USA

Every hour 47,000 ISD calls drop The same number of drops would
take 2 years..

~ 11000 typos in 1 Harry Potter ~ 7 typos in 1 Harry Potter Book

Book

Many Times even 6 sigma is not good enough… just imagine flying an airline that assures 6
Sigma on flight success!!
 History of …

Six Sigma
 Larry Bossidy
US DOD
introduces FMEA
Launches 6sigma @
allied Signal
WIPRO -
India History
Walter A. Shewhart
- control chart |
1997
special vs. common
cause variation >>
Kano
Model
1994 1995
process problems.

IshiKawa 1970’s 1986 Jack Welch -

GE
Wilfred Pareto Diagram
introduces 80/20
1960 Bill Smith – 6Sigma @
Motorola
1924 1949
1896 Alex Osborn of BBDO sets
1941 “brainstorming” definitions

1815 Gauss Uses Normal Curve for error

analysis, probability
1735 De Moivre Creates normal Curve
 Evolution of Quality
Statistical Process
control – Juran Six Sigma GE
Deming
Feigenbaum
1996
Bill Smith 6 Sigma - 1990
Motorola BPR – Michael
Statistical
Sampling
techniques – Zero Defects – Philip
1986 Hammer

Deming Crosby

1970 1980 Total quality

1940 1950 TQM Quality

Circles

1960
1930 Japan Quality Movement – Taguchi / Ishikawa

1920 Statistical Sampling – Walter Shewhart

Time & motion Studies >> Frederick

Taylor
Fundamentally..

Six Sigma
 Customer is Important

1
End Customers’ needs is Primary

Customer’s customer
Voice of the Customer
PIE – Analysis
CTQ – based QFD
Ishikawa diagrams
 Measurement is key

Data & Fact driven management

measurement systems that track

both results and outcomes and
Process, Input, and other
predictive factors.
 Evolve to excel.

Continuous Improvement

PDCA
Control Systems
Knowledge systems

Improve every process constantly forever..

 Total Quality Approach

Quality is everything

Quality enhances the brand

Quality drives growth & revenue
Quality can eliminate errors
Quality needs increased awareness

End Proactive awarding of business on price tag alone-instead minimize total cost
 Just do it..

Bring hands-on involved approach

to quality..
Institute training on the job
Adopt and institute Leadership
Drive out fear

Empower Break down barriers between

staff areas
Eliminate Slogans, exhortations

employees
and targets for workforce
Eliminate numerical quotas
 Leadership commitment

Top Down drive ….

… Bottom Up involvement
Act not Mouth
On the shop floor
Practicing 6 Sigma
 Application matrix..

New Launches New Products

Innovative DMEDI IDDOV
Car Models Shuttles
Pharma - Generics Pharma – BF
Cell phones New Products
Hardware

Processes Projects
Executive DMAIC DMADV
Call-Centers Software
BPO/KPO Infrastructure
Transactions.

Repetitive One Time

 DMAIC

Define Measure Analyze Improve Control

Opportunity / Current Root causes To eliminate To sustain
project performance root causes gains

• Focus on reducing variation

• Thinking out of the box
• Managing by output / data
Tool Kit
 Overview

Define Measure Analyze Improve Control

Opportunity / Current Root causes To eliminate To sustain
project performance root causes gains

Benchmarking Confidence Affinity Diagram DFSS Control Charts

Intervals Brainstorming DOE
FMEA Ishikawa Kanban Control Plan
Measurement e-test Mistake Proofing
IPO Diagram System Analysis F-test PF/CE/CNX/SOP Reaction Plan
Fault Tree Standard Work
Kano’s Model Nominal Group Analysis Takt Time Run Charts
Technique FMEA TOC
Project Charter Histogram Total Productive Standard
Pair-wise Ranking Historical Data Maintenance Operating
SIPOC Analysis Visual Mgmt Procedures
Process Flow Pareto Chart Work Cell Design
QFD Reality Tree 5S - workplace
Time Value Map Regression Analysis
VOC Scatter Diagram
Value Stream t-test
Value Stream Mapping Thematic Content
Mapping Analysis
Waste Analysis Tukey End
Count Test
5 Whys
 Who is believing?

Companies that have

implemented..
Some Believers..
 Vishwanath Ramdas …

• Process and Business Consultant

• Working in areas like ITSM, Software
development, process consulting …
• Based in Bangalore [India]
• Visit him @
– http://gopu44.googlepages.com