SIX- Sigma

BY :
GAMGOTHRI . CH
JIBIN ABRAHAM THOMAS
VISHNU T R
Introduction
 Six Sigma is a set of techniques and tools for process improvement. It was developed by
Motorola in 1986.
Sir Bill Smith, “ the Father of six sigma” introduce this quality improvement Methodology to
Motorola.
Six Sigma is now an enormous 'brand' in the world of corporate development.
Definition
Six Sigma seeks to improve the quality of process outputs by identifying and removing the causes of
defects.
The Six Sigma approach is a collection of managerial and statistical concepts and techniques that
focuses on reducing variation in processes and preventing deficiencies in products. The concept of
Variation states “NO two items will be perfectly identical.”
In a process that has achieved six sigma capability, the variation is small compared to the range of
specification limit.
A six sigma process is one in which 99.9999966% of the products manufactured are statistically
expected to be free of defects (3.4 defects per million).
Six Sigma is a very clever way of branding and packaging many aspects of Total Quality Management
(TQM). ( TQM is a management approach to long–term success through customer satisfaction.)
Manufacturing methods of six sigma are used in Batch production, Job production & Mass
production.
The Characteristics of Six Sigma
Statistical Quality
Control

Teamwork
approach to Methodical
Quality Approach
Management

The Customer Fact and Data-

Focus Based Approach

Project and
Objective Based
Focus
(Smooth Connect Telecom (SC) is a private-sector telecom company, SCT is the second largest player in the
telecom sector of the country, with a subscriber base of more than 10 million. SCT achieved this
magnificent growth by acquiring a competitor in recent years. SCT deals in fixed-line telephone services,
corporate services and mobile (cellular) services. SCT is meeting, all the requirements from the regulator in
an efficient and timely manner.

ST is known for continuous innovation in its services, with changing pace of technology and business need
likewise use of Optical liber Wire and VoLTE (Voice over Long. Term Evolution) etc. This helps the SCT in the
acquisition of many corporate clients.

The largest player in the telecom industry is Voice Telecom, which is resulting company out of the corporate
structuring of state-owned telecom corporations. Voice Telecom still own the largest market share due to
its infrastructural advantage over other players in the market. SCT is also facing tough competition from
Voice Telcom on pricing and customer volume. The majority of the telecom operator, including SCT and
Voice Telecom, are usually criticized by customers for poor customer service, misallocation of call duration
and call drop; but the majority of complaints are on account of-

1) Calculating the wrong tariff, and

2) Dull and delayed response from customer care executives.

Hence by focusing on customer services, if SCT improves its billing process and handles customer
complaints wisely; then SCT can gain a competitive advantage over other players including Voice Telecom.
In order to improve the quality of customer services, SCT decides to practice the Six Sigma initiative.

Required: Enumerate the modus operandi that 'how SCT can APPLY the DMAIC method to implement Six
Sigma

Answer: Six Sigma seeks to improve the quality of the process by identifying and removing the cause of
defects (defects can be anything, which leads to customer dissatisfaction), Six Sigma uses quality
management and statistical methods with a special infrastructure of people. Six Sigma can be implemented
through two methodologies:

 DMAIC (Define, Measure, Analyse, Improve and Control) - Improve existing business processes (remove
defects),

 DMADV (Define, Measure, Analyse, Design and Verify) - Create a new business process (defect free)