Six sigma project

Bajaj service centre on parking problem

Project charter

BUSINESS CASE :SCOPE: To attend to complaints of the vehicles in parking area of BAJAJ SERVICE CENTRE. GOAL: To Reduce the complaints to zero [ Six Sigma ]

Six sigma
Sigma is a letter in the Greek alphabet that has become the statistical symbol and metric of process variation. The sigma scale of measure is perfectly correlated to such characteristics as defects-per-unit, parts-per million defective, and the probability of a failure. Six is the number of sigma measured in a process, when the variation around the target is such that only 3.4 outputs out of one million are defects under the assumption that the process average may drift over the long term by as much as 1.5 standard deviations. Importance:Six Sigma is important because it scores much higher over other quality improvement techniques such as TQM. Business organizations employing TQM just focus on achieving predetermined quality levels, which certainly improves efficiencies but does not allow the organization to realize the full potential. Six Sigma is different as the focus here is to make consistent quality improvements until business processes are fully optimized. As soon a certain quality level is achieved, the organization shifts gears and starts concentrating on achieving other levels of quality. The whole process continues until all the business processes are fully optimized. Its concepts and methodologies stress the use of statistical tools and techniques for improving quality and reducing defects. The dependence on hard facts and figures automatically ensures that whatever decisions are taken will have the desired affect on the quality of goods or services and the efficiency of business processes.

INTRODUCTION
BAJAJ CENTRE: Bajaj Auto Limited (BSE: 532977, NSE: BAJAJ-AUTO) is an Indian motorized vehicle-producing company. Bajaj Auto is a part of Bajaj Group. Its founded by Jamnalal Bajaj at Rajasthan in the 1930s. It is based in Pune,Mumbai, with plants in Chakan (Pune), Waluj (near Aurangabad) and Pantnagar in Uttaranchal. The oldest plant at Akurdi (Pune) now houses the R&D centre Ahead. Bajaj Auto makes and exports automobiles, scooters,motorcycles and aut o rickshaws. Bajaj Auto is the world's third-largest manufacturer of motorcycles and the second-largest in India.[2] The Forbes Global 2000 list for the year 2005 ranked Bajaj Auto at 1,946.[3] It features at 1639 in forbes 2011 list. The company has changed its image from a scooter manufacturer to a two-wheeler manufacturer. Its product range encompasses scooterettes, scooters and motorcycles. Its growth has come in the last four years after successful introduction of models in the motorcycle segment.

Problem Statement

The BAJAJ service center is facing customer complaints after the vehicle is been serviced. The fault in each vehicle has been noted down and the sigma for the service station has been calculated, so that it is easy for the management to take effective decisions and rectify the problem faced by the customers and can reduce defects there after.

CTQ

Defect Definition

Operational definition of measure of defects

No of returns/ No of Units supplied expressed as Z

KANO

Outgoing No of returns Quality level

MUST BE

No of repeat complaints No of repeat for the complaints vehicle attended

No of repeat complaints/ no of vehicles serviced expressed as Z

MUST BE

Product

Units supplied

Defective Units

Opportunities

Total

3028

64

DAYS

Scooty

Wego

TVS 50

Apache

Total

Defects

MONDAY

250

74

42

176

542

10

TUESDAY

226

123

32

205

586

WEDNESDA Y THRUSDAY

136

130

17

133

416

11

202

92

142

438

14

FRIDAY

196

130

201

527

12

SATURDAY

212

142

156

519

Chi-Square Test: Total, Defects

Expected counts are printed below observed counts Chi-Square contributions are printed below expected counts Total Defects Total 1 542 540.57 0.004 2 586 581.71 0.032 3 416 418.16 0.011 4 438 442.64 0.049 5 527 527.84 0.001 6 519 517.07 0.007 Total 3028 10 11.43 0.178 8 594 552

12.29 1.500 11 8.84 0.529 14 9.36 2.305 12 11.16 0.064 9 528 539 452 427

10.93 0.340 64 3092

Chi-Sq = 5.020, DF = 5, P-Value = 0.413

Since p value is > 0.05 NULL hypothesis is satisfied and hence there is no significant difference in the defects among the month.

Various types of defects noticed

Petrol being taken off from the vehicle. Problem with the breaks. Problems with clutch with the geared vehicles Oil not changed during the service Distilled water not changed in the battery Finishing not done properly

Maximum defects noticed

Problem with the breaks.

1. Neglected as it is a minute work. 2. Often considered it to be fine without checking 3. Often given to juniors they forget to do it

Problems with clutch with the geared vehicles 1. No proper attention given to the clutches while servicing 2. Lack of skilled labour Oil not changed during the service 1. Towards the end it is neglected 2. It is assumed to be done during delivery

Steps taken to reduce defects

 All the mechanics are well trained to do the work A person specially appointed to check all the defects if it is rectified before the delivery. The petrol will be measure and written in the data sheet given to the customer, so that there is no complaint over the loss of petrol Customers given the chance to return back if there is any issue with the servicing, and it would be done free of cost Only a person who is certified by the BAJAJ company are appointed so that there is a good quality of work delivered.

Conclusion

Since the current sigma is only 3.531, certain plans are adopted to make the process defect free i.e., attaining 6 sigma.