You are a Six Sigma practitioner working for a small local shop that sells yard tractors. The company has been losing market share recently, and it has been determined that this is due to poor customer satisfaction with the in-store repair department.You have just been assigned a project to improve the process of repairing tractors returned to store.

1)What is the most probable primary metric (or key process output variable) for this process? ___________________________________

2)How would you begin to determine possible sources of waste in this process?

a.Conduct a DOE to determine sources of variation at the factory.

b.Map the value stream of the repair process.

c.Run a 2 sample T test on process time before and after improvements.

d.Look at what has been done in the past when sales have fallen and repeat those actions.

e.Ask the owner what he would do.

3)Create a rough process map of the repair process, and identify the NVA, BNVA and VA steps (can be simply "step 1 step ", no fancy graphics required).Comment on which could be eliminated or reduced.

2.Think of an organization you work with or have worked with.Discuss how 5 S and the 7 mudas could be used to improve the operation.If the organization has implemented these tools, discuss the process and benefits. .