Section A: Using the DMAIC Quality Management Approach to Reduce Mistakes in

Orders at a Copy Shop

The owner of a printing shop has noticed a high rate of errors in customer orders, resulting in

dissatisfaction, rework, and delays. As an industrial engineer, you are required to apply the

DMAIC $($Define$,$ Measure, Analyze, Improve, Control$)$ methodology to assist the shop owner in

identifying the root causes of the mistakes and implementing improvements.

Instructions:

Clearly outline each step of the DMAIC process as it applies to the printing shop's order

system.

Provide detailed explanations and practical examples in each step to demonstrate your

understanding.

Justify your approach with potential tools and methods that can be used at each stage of

the DMAIC process.

Questions:

Define Phase

a$)$ Identify the problem that the printing shop owner is facing and define the goals for reducing

mistakes in the order process.

b$)$ Who are the key stakeholders involved, and how would their needs and expectations influence

the project?