What are the 5 course outcomes?
- Identify a problem
- Map a process
- Find waste in a process
- Implement basic improvement techniques
- Understand DMAIC (a process improvement methodology)
What is a problem?
- Anything that can go wrong
- Outcomes that are different from what is intended
- Observable or objectively measured
What are NOT problems?
- Blaming people
- Finding fault
- Determining solutions and causes
Why is identifying Problems important?
- Make things better
- Closes the gap between the actual results and what is expected
- Helps you work better with your teams and creates a great place to work
What are the 3 types of problems?
- Cycle Time
- Defects
- Other
What is a Cycle Time?
When something takes to long to happen
What are Defects?
When the outcome isn’t right
Once you’ve identified a Problem, what is the best oppurtunity to address it?
Identify the Process that is causing the problem, even if you haven’t fully identified the Problem
What is a Process?
- A series of actions that produce an intended result
- Teachable
- Capable of being repeated
What is NOT a Process?
- Results
- People or job descriptions
- Departments
Why is identifying a Process Important?
- Documented and standardized
- Studied, improved and taught to others
- Links to solving problems
What are some types of Processes?
- Physical: Generally produce something you can touch our use (easily observable)
- Transactional: Information intensive and are usually data or documents (not easily observable)
What are some examples of physical processes?
- Assembling an item
- Cleaning
- Getting car oil changed
- Mowing lawn
- Soldering a circuit board
What is a process map?
The observable flow of processes
What is a transactional process?
Mostly invisible and have to do with people working with computers.
What are some examples of transactional processes?
- Filing your income tax return
- Onboarding a new employee
- Ordering a product online
- Processing a loan application
- Taking a customer’s order
What is a lean process?
Produces what the customer wants in the desired quantity and quality when the customer wants it
What is flow?
The smoothness through each step
What is pace?
Each step is completed right on time
What is pull?
Work is responsive to customer demand
What is a Six Sigma Process?
- Delivers results almost flawlessly
- Defects are very rare (3.4 defects per million)
What are 2 characteristics of a six sigma process?
- Process is clearly documented with work instructions
- Customer expectations are clearly understood
