Lean Six Sigma Case Study

This case study will be used as a substitute for an actual project. Since I do not expect you to own a project this mock case study will allow you to showcase your understanding of the DMAIC process and how to apply the tools in this class. There are no incorrect responses for each deliverable as long as you can support the reason why you would use a tool, what data would you collect and what you would do with the data after you collect it, and how would the solution add value to the project noted below.

Case study expectations:

Show an understanding of the DMAIC process as its presented each week.

Identify the tools you would use for each process step. (Define and Measure, Analyze and Improve, and Control)

Give the following details for full credit in each section:

Why did you pick the tool you picked at this stage in the project?

What do you hope to learn from the data once you collect it?

How will this data help advance the project to the next gate review?

What solutions do you have or identify a need to dive deeper?

If further analysis is needed what tools will you use and why?

What are the next steps for the next phase?

Please submit the 4 phases of deliverables listed above in a word or PowerPoint format by the dates listed in the class schedule.

Be creative! The below questions are to get your creative juices flowing.

How will you define the project? What will be the deliverable for each phase? (Define, Measure, Analyze, Improve) (Control) How will you narrow the scope? What tools will you use? Why did you select the tools? What do you hope to learn about the issue or problem from the tool? How would you collect data for each phase? How would you make improvements? How would you sustain the improvements?

Case Study

Your best friend just bought a fast food location. He was told by the previous owners it was a lucrative location generating $5,000 a month of net income. Your friend pulled together all of his cash and was able to finance the balance to open the business. He enjoyed fantastic profits for the first 4 weeks beyond expectations but then business dropped off a cliff. His customer volume decreased 75% in the first month of business. His net income has dropped to $1625 a month and is ready to close the doors before he starts his 4^th month. He is lost, has no idea what happened and why he lost customers so quickly. You were discussing the problem at a super bowl party so you told him you are taking a LSS class at ASU and you can help him fix his process. Your friend is in! He has employed you to fix his business as your first project. He tells you nothing is off limits. You wont hurt his feelings nor is he in love with anything in the location. He just needs to make money again. You have free reign to do whatever it takes (as long as its safe and ethical) to regain the customer volume he enjoyed in the opening weeks.

Lucky for you.you took your family to dinner when it opened and had an opinion. You have also heard some things as you walk around town. The food is delicious! Taste and quality isnt the issue. But.your son ordered fries and he received onion rings.your wife ordered a burger with no mayo and it had extra mayo on it. Service was slow. The sign and exterior looks like it is family friendly establishment but inside the crowd was rumored to be rough and vulgar at times. Not to mention it takes 45 minutes to get an order of fried pickles!!! The overall word on the street was the food is great but too many things need to be fixed plus the place has an identity crisis.

Now the ball is in your court. You have just learned about the define phase of a project. How will you kick off the project? What are the first steps to fix your friends business? What tools will you use and why? What do you hope to learn by deploying the tools?

When scoping your project keep a couple of facts in mind. Your friend is low on cash so additional investments need to be kept to a minimum. Each phase of the project should satisfy the expectations for each phase. Phase expectation are found in the Intro to Define, Intro to Measure, Intro to Analyze, Intro to improve decks in the learning material. Now its time to launch a DMAIC project to fix all your friends problems.

Im not going to give any advice on direction. (There are many directions to take, and ways to define the scope of the project. I can think of 6 off the top of my head) that is for you to figure out. This case study was chosen because YOU are the customer. Soliciting the voice of the customer should be easy. We have all eaten at a place we would never go back to.this is that place! How will you fix it?

Have fun with it! No wrong direction as long as you support your thought process with reasons and facts from the learning materials.

To review the deliverable:

Show an understanding of the DMAIC process as its presented each week.

Identify the tools you would use for each process step.

Give the following for each tool you identify:

Why did you pick the tool?

What do you hope to learn from the tools data?

How will this data help advance the project?

What solutions do you have or do you have a need to dive deeper?

If further analysis is needed what tools will you use and why?

What are next steps for the next phase?

An example:

I went to town hall to identify the family to single residence in Jonesboro. 82% of residence are families so I am going to scope my VOC questions and research around targeting families.

The data collection plan will look like this.

I want to learn this.

Because

VOC summary looks like this.

I wanted to know this because.

When I measure the data in the VOC I hope to see this..

Overall this is the foundation of your project. Everything you do on this case study will be set by the direction you go with your mock VOC. Be creative, support your ideas, and have fun! But remember once you establish your FAKE VOC and define phase you must stick with your story.