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An Introduction To Six Sigma And Process Improvement 2nd Edition James R. Evans, William M. Lindsay - Solutions
Check out the website http://www.isixsigma.com/tools-templates/. This contains descriptions and examples of the use of quality improvement tools. Find some that have not been discussed in this chapter and develop a short tutorial for using them.
Explain the Japanese concept of kaizen. How does it differ from traditional Western approaches to improvement?
List and explain the three levels of mistake-proofing.
Visit a local production plant, bank, or mail processing facility (preferably one that is known to have a total quality or Six Sigma process) and determine whether they track processing information on any type of chart. Is it a standard control chart, or one that they have tailored to their plant
Why is brainstorming an important tool in the Improvement phase of DMAIC?
How can one check whether process owners have true responsibility for controlling a process?
Investigate how political polls are conducted and tracked during a state or national campaign. Contact your federal elected representative’s office to find leads on how to gather data for this project. Are control charts typically used? Why or why not? Write a report on your findings.
Define statistical process control and discuss its advantages.
Discuss the three primary applications of control charts.
What are the disadvantages of simply using histograms to study process capability?
Sketch an example of each of the six patterns of control charts mentioned in the text that may indicate that the process is out of control. Contrast them with Figure 7.2. Suggest some typical real-world processes and conditions in which each of these patterns might appear. FIGURE 7.2 EXAMPLE OF A
How might you design an automated system to “analyze” a control chart and provide conclusions about the state of control without human intervention? If you can program in a high-level computer language, develop a prototype.
What does the term in statistical control mean? Explain the difference between capability and control.
Explain the difference between a c-chart and a u-chart.
Why is the s-chart sometimes used in place of the R-chart?
Briefly describe the process of constructing a p-chart. What are the key differences in construction when compared with an x‾-chart?
What does one look for in interpreting control charts? Explain the possible causes of different out-of-control indicators.
Briefly define the seven quality and management tools.
How do quality costs differ between service and manufacturing organizations?
Prepare a pie chart showing the different quality cost categories and percentages for the Great Press Printing Company. See the data in the Excel workbook C03Data.xlsx. How might this information be used to help define a Six Sigma project? Great Press Printing CompanyCostQuality CostTotal
Cost of quality data are often expressed as indexes by dividing by some reference value, such as cost/sales dollar or cost/labor dollar. Compute a labor cost base index for Loire Valley Wine Co. from data in the worksheet Prob03-09 in the Excel workbook Ch03Data.xlsx on the Student Companion
Use Pareto analysis to investigate the quality losses at Basawas Paper Converters, using data in the worksheet Prob03-05 in the Excel workbook Ch03Data.xlsx on the Student Companion website. What conclusions might a Six Sigma team leader reach? Basawas Paper ConvertersQUALITY COSTS AND
Nebulas Software Vendors sells programs that reside exclusively “on the cloud.” They use contract programmers around the world to develop modules for the programs, assemble the subassemblies, and integrate the subassemblies into a final program to sell to users. Testing must take place at each
Shazam Modular Manufacturers, Inc., (SMMI) makes flash memory modules for tablet computers. The data in the worksheet Prob03-07 in the Excel workbook Ch03Data.xlsx on the Student Companion website represent costs of quality that they have collected over the past year. Use Pareto analysis to
Explain the importance of projects and project management in Six Sigma, especially as it relates to initial training of Six Sigma experts.
What can an organization do about individuals who “aren’t good with numbers” if the organization has a policy that these individuals must become green belts, and later, black belts, as a prerequisite for promotion to higher levels of management?
Investigate the extent of team participation at some local companies. What kinds of teams do you find? Do managers believe these teams are effective?
How is the Define stage of the DMAIC process structured?
Discuss what the different categories of quality costs might mean to your college and university? How can they be measured?
How does the adoption of a Six Sigma approach within an organization change the amount and types of data that may be gathered routinely, as well as for specific projects?
Find a small-to medium-size company that is using Six Sigma teams. Where have they changed the GE/Motorola model in the way that they train and use team leaders and resource people (green, black, and master black belts)? Are they using those roles for management development purposes?
Which of the five key dimensions of service quality—reliability, assurance, tangibles, empathy, or responsiveness—would the following items from a retail banking customer survey address?a. Following through on promisesb. Offering convenient banking hoursc. Providing prompt customer serviced.
What is a team? What are the characteristics of the different individuals who make up Six Sigma teams?
For services, how do the eight quality dimensions relate to the five dimensions of reliability, assurance, tangibles, empathy, and responsiveness identified by other researchers? Do they all fit into one of these categories?
Develop a SIPOC for some process around your college, for example, admissions, registration, instruction, and so on. Use these to describe possible project charters for Six Sigma projects.
Explain the steps of the project-planning process.
Many quality experts, such as Joseph Juran and Philip Crosby, advocate cost-of-quality evaluations. Deming, however, states that “the most important figures are unknown and unknowable.” How can these conflicting opinions be resolved?
Identify an important problem around your school or in some related function, such as a student organization, and define a suitable Six Sigma project. Write a project charter and identify the important CTQs.
Explain the five stages of the project life cycle.
What are the four factors involved in all project management decisions?
Cost of quality data are often expressed as indexes by dividing by some reference value, such as cost/sales dollar or cost/labor dollar. Compute a sales dollar base index for International Fabrica, Inc., to analyze the quality cost data in worksheet Prob.03-08 in the Excel workbook Ch03Data.xlsx on
Legal Sea Foods operates several restaurants and fish markets in the Boston area and other East Coast locations. The company’s standards of excellence mandate that it serves only the freshest, highest-quality seafood. It guarantees the quality by buying only the “top of the catch” fish daily.
Give several examples of dissatisfiers, satisfiers, and exciters/delighters in products or services that you have recently purchased. Why did you classify them into these categories?
What are the essential people skills needed by project managers and team members?
Consider the following customer expectations for a fast-food (quick-service) restaurant. Would you classify them as dissatisfiers, satisfiers, and exciters/delighters?a. Special prices on certain daysb. Food is safe to eatc. Hot food is served hotd. Service is friendlye. Background musicf .
List and explain the different levels into which Six Sigma projects can be categorized, based on their impact on results.
What are Peter Scholtes’ ten ingredients for a successful team?
List and explain the four major categories of quality costs. Give examples of each.
Discuss the five key stages that teams typically go through during their life cycle.
Why do messes arise in organizations? How can the DMAIC process help to untangle messes?
Why are cost of quality programs valuable to managers?
Discuss the following questions related to the Six Sigma in Practice vignette about Novozyme Corporation in the text:a. What Six Sigma and lean tools were used by the cross-function Novozyme team to carry out the layout improvement project?b. What were the results attained from this project?
Explain the difference between a histogram and a Pareto diagram. Do they apply to the same types of data?
What is a SIPOC diagram? How is it used in the Six Sigma Define phase?
What are the categories of critical-to-quality characteristics?
Discuss the following questions related to the Six Sigma in Practice vignette about Schwan’s Corporation in the text:a. How was Six Sigma black belt training used to plan and carry out valuable projects?b. What were the results attained from these projects?
How does a Six Sigma project differ from a traditional project? What should be included in the Six Sigma project charter?
What factors should be considered when selecting Six Sigma projects?
What are the steps that should be taken in using the Nominal Group Technique (NGT) to make shared decisions?
Define the “voice of the customer.” What are some of the key approaches to gathering customer information?
List some of the common processes that a student performs. What would the requirements of these processes be? What types of variation exist in these processes? How can these processes be improved using a Six Sigma approach?
Briefly summarize the Six Sigma Body of Knowledge.
Review the Six Sigma Body of Knowledge. What topics have you covered in previous courses at your school? Which topics are new to you?
Write down your process for preparing for an exam. How could this process be improved to make it shorter and/or more effective? Compare your process to those of your classmates. How might you collectively develop an improved process?
Cablesplice, Inc.’s manufacturing process consists of five steps: making conductors, adding insulation, adding sheathing, irradiation, and printing and coil cutting. Units are measured in meters. In 970,000 meters of cable, 700 defects were found in the conductors, and 75,000 defects were found
Describe the principal sources of ideas for Six Sigma projects.
How might you apply the concepts of dashboards and balanced scorecards to your personal life?
Interview a manager at a local organization to identify the value-creation and support processes used. What techniques does the company use to improve them?
For Cablesplice’s process described in Problem 1, find the rolled throughput yield (RTY) for the five-step process.Data from in Problem 1Cablesplice, Inc.’s manufacturing process consists of five steps: making conductors, adding insulation, adding sheathing, irradiation, and printing and coil
What are dashboards and balanced scorecards? How do they support Six Sigma projects?
Discuss some of the key processes associated with the following business activities for a typical company: sales and marketing, supply chain management, managing information technology, and managing human resources.
Identify some examples of problems in each of the five problem-solving categories discussed in this chapter. Draw from your personal experiences.
List and briefly define the five categories of quality-related problem types. What are the best approaches for attacking each of these types of problems?
Three popular websites for Six Sigma are http://www.ge.com/sixsigmahttp://www.isixsigma.com http://www.sixsigmaforum.com. Explore these sites and classify information you can find there into the topical areas of the Six Sigma Body of Knowledge.
Miricelwell Insurance Company processes insurance policy applications in batches of 100. One day, they had 12 batches to process and, after inspection, it was found that four batches had nonconforming policies. One batch had 3 non-conformances, another had 6, another had 2, and another had 1
Explain the application of Six Sigma in service organizations. How does it differ from manufacturing? How is it similar?
Outline how the DMAIC process might be used to improve a process in a school or university. What data or information might be difficult to obtain? Why?
Devise a red bead-type of experiment using bags of M&M candies. Implement the experiment in class.
Tremblor Airlines measured their numbers of lost bags in one month and found that they had lost 150 bags for 10,000 customers. If the average number of bags per customer is 1.3, how many errors per million opportunities (epmo) does this represent? The worldwide rate of baggage mishandling reported
What are process owners and stakeholders? How are they different from each other?
In a true story related by our colleague, Professor James W. Dean, Jr., the general manager of an elevator company was frustrated with the lack of cooperation between the mechanical engineers who designed new elevators and the manufacturing engineers who determined how to produce them. The
Set up and implement the funnel experiment using household items. Can you replicate the results discussed in this chapter?
Boardwork Electronics manufactures 250,000 circuit boards per month. A random sample of 4,000 boards is inspected every week for five characteristics. During a recent week, three defects were found for one characteristic, and two defects each were found for the other four characteristics. If these
Define the two general categories of processes in any organization and provide examples of each.
Discuss some examples of “waste” in your life? How might they be avoided through lean thinking?
Megasigma Corp. has a process they believe is operating near the six sigma level and want to verify this. If the specification for a critical part in the process is 2.75 cm ± 0.05, and the standard deviation for the process is 0.02, at what sigma level is this process operating?
What are process requirements and how can they be identified?
The Six Sigma philosophy seeks to develop technical leadership through extensive training, then use it in team-based projects designed to improve processes. To what extent are these two concepts (technical experts vs. team experts) at odds? What must be done to prevent them from blocking success in
Newfound Fish Company advertises that 99.2% of their fish were caught within the past 36 hours and that all of their products are 100% fresh. How many dpmo does this claim represent? At what sigma level is this process operating?
Explain the concept of variation in processes. State the primary sources of process variation.
During one month, MegaInvoice Company (MIC) processed 30,000 invoices for Alpha Corp, 19,000 for Beta Corp, and 15,000 for Gamma Corp. Of these, 300 of the Alpha, 323 of the Beta, and 285 of the Gamma invoices had to be reprocessed for errors. What is the overall defect rate and the sigma level for
Discuss the following questions related to the INFICON Six Sigma in Practice vignette:a. What role did training play in their application of lean Six Sigma methods to their operations?b. How did INFICON use the 5S concepts in order to improve space utilization, manufacturing efficiencies, problem
What operational problems are caused by excessive variation?
Verasource Microprocessor Corporation (VMC) sells 2000 specialized computer processing chips each month at a price of $1,500 each. Variable costs amount to $1,500,000, and fixed costs are $500,000. Currently the company has a defect rate of 8 percent (which are chips returned by customers, scrapped
Explain Deming’s red bead and funnel experiments. What lessons do they provide?
Explain the difference between a measure and an indicator.
What is a nonconformance? How does it differ from a nonconforming unit of work?
Explain how to calculate the dpmo metric.
Explain the theoretical basis of a six sigma quality level (3.4 dpmo).
What are the key themes common to all problem-solving methodologies?
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