What is quality ?

Completely satisfying agreed

customer requirements at the
lowest internal cost.
Customercentric Quality

Customer Focus
Meeting customer requirements
Achieve complete customer
satisfaction
Measure level of achievement
Customer is the ultimate judge
Quality Culture
Attitude & Discipline
View quality externally
•Customer Perspective
Meet all customer commitments
Continuous improvement
•Systematic
•Scientific
•Fact based
Popular Quality Initiatives

ISO 9000
Total Quality Management
Robust Designs
CMM
Six Sigma
What is 6σ
 6σ Me t h
bol
Sym

Vision
od
BenchMar Metric
k

Go
al

y
ph
o
Value

os
T ool

il
Ph
 Change the scene
From To
Pockets of controls Customer recognized quality at
all levels
Disciplined and consistent use of
Spotty use of QI tools
proven tools
Ship & Fix Attitude Do it right first time
Ignore cost of poor Qual. Calculate and communicate to all
employees.
Function focused values Process focused values mind set
mind set & practices & practices
Guess work in decisions Measure and analyze objective
data to help decision making.
6σ Key Terms

Concept Definition
Unit The Item Produced Or
Processed
Any Event That Does Not Meet
Defect
The Specification Of A CTQ
Any Event That Can Be
Defect Opportunity
Measured That Provides A
Chance Of Not Meeting A
Customer Requirement
A Unit With One Or More
Defective Defects
Normal Curve and Sigma

34.13% 34.13% 6 Sigma implies

+ 6 not + 3

13.60% 13.60%
2.14% 2.14%

0.13% 0.13%

-3s -2s -1s X 1s 2s 3s

68.26% 1 Sigma
95.46% 2 Sigma
99.73% 3 Sigma
Order of Magnitude
Sigma Spelling Money Time DPMO
1.5 misspelled words $2.7 million debt per 3 1/2 months per 66,807
3σ per page in a book $1 billion assets century

1 misspelled word $63000 debt per $1 2 1/2 days per 6,210

4σ per 30 pages in a billion assets century
book
1 misspelled word in $570 debt per $1 30 minutes per 233
5σ the set of billion assets century
encyclopedias
1 misspelled word in $2 debt per $1 6 seconds per 3.4
6σ all the books of a billion assets century
small library
Skill Levels

Leaders Champions

Master Black Belt

Team coaches

Black Belt
Team leaders

Team Members Improvement Team

All Associates Awareness

Skills are differentiated for each audience

The DMAIC Cycle

Define

Control Measure

Improve Analyze
Problem Statement

•What is wrong or not meeting

our customer needs?
•When and where do
problems occur?
•How big is the problem?
•What is the impact?
SMART Problem and Goal Statements

Specific

Measurable

Attainable

Relevant

Time Bound
Business Process Mapping

Requirements Requirements

S I P O C
Suppliers Inputs Process Outputs Customers

Measures Measures

Process
Map
Variation

Objectives


Understand That Variation In The Data
Represents The Voice Of The Process

 Know The Two Types Of Variation - Common

Cause And Special Cause And The
Implication Of The Different Causes

 Use Appropriate Tools To Study Variation In

Discrete And Continuous Situations

 Know How To Use And Interpret Run Charts

And Control Charts And Take Appropriate
Action Based On The Charts
5 Ms & 1 P

Machines P
Materials R
Methods
O
C
Measurement
E
Mother Nature S
People S
Normal Curve and Sigma

34.13% 34.13% 6 Sigma implies

+ 6 not + 3

13.60% 13.60%
2.14% 2.14%

0.13% 0.13%

-3s -2s -1s X 1s 2s 3s

68.26% 1 Sigma
95.46% 2 Sigma
99.73% 3 Sigma
Calculating Process Sigma
Number Of Units Processed N = 500
Number Of Defects Made D = 57
Number Of Defect Opportunities Per Unit O=3

Solve For Defects Per Million Opportunities D * 1000000

N*O
57 * 1000000
500 * 3
38,000

Looked up in Sigma Conversion Table 3.3

Cause & Effect Diagrams

Measurement Methods Machinery

Potential Causes (Xs) Effect

Y

Mother Nature People Materials

Tools of Analysis - Pareto Chart

• •
•
•

# Of •
Occurrences

# Of Days
Normal Curve and Sigma

-3s -2s -1s X 1s 2s 3s

Normal Curve and Sigma

-6s -5s -4s -3s -2s -1s 1s 2s 3s 4s 5s 6s

X
DMAIC OR DFSS
Define

Does A
Process
No Exist? Yes

Measure Measure

Analyze Analyze

Design No
Is Incr.
Improvement
Enough?
Verify Yes

Improve

Control
Scamper

S = Substitute

C = Combine

A = Adapt

M = Modify

P = Put To Other Use

E = Eliminate

R = Rearrange
The DMAIC Cycle

Define

Control Measure

Improve Analyze