Basic template Subtitle

Basic templateSubtitle

Location – Datewww.ing.com

Name of the speakerJob title

Banking - Investments - Life Insurance - Retirement Services 2

Executive Champion: <NAME>Local Champion: <NAME>Process Owner(s): <NAME(s)>Master Black Belt: <NAME>Black Belt: <NAME>Green Belt: <NAME>Financial Analyst: <NAME>

Other Team Members: <NAMES>

Related Projects: <If Applicable>

Project Name

ICE Country and Functional LineAdvisors NetworkFinanceHuman ResourcesLegal / ComplianceCustomer ServiceDefined ContributionEmployee BenefitsInformation TechnologyMarketingMutual FundsRetail AnnuityRetail LifeReinsurance / Institutional Markets

Tollgate Stage MM /DD/ YYYY

Project ID:


Project CCR’sValidated VOCCompleted Team CharterPreliminary CBA EstimateValidated Process Map Identify Quick Wins Identify Issues & BarriersProject Schedule

List of Potential Root CausesList of Statistically Significant XsDemonstrate Relationship of X’s to YPreliminary CBA Process Evaluation

Develop to be processDemonstrateImprovements via PilotGraphical Analysis of Pilot Finance Approved CBA

MSA Results on XsNew Process PerformanceStatistical Confirmation ofImprovementsProcess ManagementSystem Plan (SPC)Process Owner HandoffFinal CBA

Completed QFD/CCR TreeOperational DefinitionsSpecification LimitsStated TargetsDefect DefinitionsMeasurement PlanMeasurement SystemAnalysisGraphical AnalysisRolled Through Put YieldBaseline Current ProcessPerformance ( Z st)

Key Deliverables:

•Surveys•Focus Groups•Interviews•SIPOC•Functional Deployment •Map•FAST, Stakeholder Analysis

•QFD / CCR Tree•Measurement Plan•Continuous Gage R&R•Attribute Gage R&R•Sample Size Calculator•Pareto Charts•Graphical Summary•Line Charts•Benchmarking•Process Capability

•Dot Plots•Box Plots•Run Charts•Normality Testing•Fishbone Diagram•Hypothesis Testing•Regression Analysis•DOE•NVA and VA Analysis

•Pugh Matrix•New Functional Deployment •Map•FMEA on new process•Pilot

•Continuous Gage R&R•Attribute Gage R&R•Control Charts•Hypothesis Testing•Control Plan•Process Capability

1)

2)

3)

Define Measure Analyze Improve Control

Tools

1.Identify Critical Customer Requirements

2.Develop Team Charter

3.Develop Process Maps

4. Select Critical Customer Requirement

5. Data Collection Plan Validate MSA on (Y’s)

6. Calculate Baseline Process Capability

7.Identify Potential Root Causes

8.Validate Root Causes

9.Evaluate Root Cause Relationships ( y = f (x))

10.Develop Improvements

11.Confirm Results and Validate Improvements

12.Validate MSA on X’s

13.Calculate New Process Capability

14. Implement Process Control

DMAIC Process Steps


Identify Potential Critical Customer Requirements

Define - Step 1

Internal or

External

<1 to 5 words>< “Quotation” >Customer(Name, Role & Business)

<1 to 5 words>< “Quotation” >Customer(Name, Role & Business)

Critical Customer Requirements (CCR’s)

Voice of the Customer

(VOC)Customer

Customer Surveys, Tick Sheets, Data Logs, Surveys

Existing Metrics, Dashboards, Management Reports

Customer Surveys, Tick Sheets, Data Logs, Surveys

What Customer Research Methods Will You Use To Collect New Data?

Existing Metrics, Dashboards, Management Reports

What Sources Of Customer Data Already Exist?


Team Charter

Estimated Financial Benefit:

Business Case:

Problem Statement:

Goal Statement: (“SMART”: Specific, Measurable, Attainable, Relevant, Time bound”)

Scope (In and Out):

Process (Starts and Finishes):

Start point and stop point of the process

Phase Tollgate Dates Status

RedYellowGreenCPT

> 2 weeks behind1 day – 2 weeks behindOn TrackComplete

STATUS Legend

Explanation of why we’re doing the project? For example, will it improve customer satisfaction, decrease defects, increase market share, save estimate euros . . . relate it to the Business Y’s

This should reflect the financial loss that results from the current process sigma or the potential gain from the future process

Description of the problem/opportunity & objective in clear, concise, measurable terms;

How often is the problem occurring? Where the problem occurring? Who is it impacting?

Current Defect Rate: If you do not yet know the defect rate, in the Define phase you may fill in for example:

The current defect rate is running at X%

WHEN do you want to have the improvement in place?How much of an improvement are you aiming for, e.g. XX% defect reduction, XX% cycle time reduction)?What measurable business impact will the improvement have? Type? Magnitude? For example, Deliver an improved process to reduce rebooks in the Business Center by 50% by 12/31/01.

What process will the team focus on?What are the boundaries of theprocess you would like to improve?Other processes, areas that will NOT be reviewed in this project scope

Unit Cost ReductionCost OutProductivity / ScaleCalculation goes here

MM/DD/YYYYControl

MM/DD/YYYYImprove

MM/DD/YYYYAnalyze

MM/DD/YYYYMeasure

MM/DD/YYYYDefine

From Measure Step 4Customer Requirements (CCR’s):

From Measure Step 4Customer Requirements (CCR’s):

MTPMTP Strategic Alignment


SIPOC – Existing High Level Process Flow Define - Step 3

Customer Output Process

Input Supplier

WHO are your customers?

(From Step 1)

WHAT does the customer receive?

(Think of their CCR’s)

What STEPS are Included in the

Process today? (high level)

What is provided to START the process?

Who PROVIDES the input?

(Who)(Verbs) (Use Nouns)(Who)

Step 1:

Step 2:

Step 3:

Step 4:

Step 5:

Step 6:

Step 7:

PS II OO C(Use Nouns)

List Supplier

List Supplier

List Supplier

List Supplier

List Input

List Input

List Input

List Input

List Outputs

List Outputs

List Outputs

List Outputs

List Customer

List Customer

List Customer

List Customer


PFD – Process Flow Diagram Define - Step 3

IT New Product Development Process – As-Is Map

Project Management

Manage pricing timeline / adjust project schedule

Pricing TeamMinot Business

AnalystIT

Final Spec

Prelim Spec

Final Rates

Research procuct features & system

capabilities

Requirement analysis

Meet w/ Business to

gather Requirements

High Level Analysis

Define System Solution

Document Business

Needs

Code Admin System & Interfaces

Document Final

Specification

RequirementComplete?

Final Spec Changes?

Load CNB

Model Office Testing

Model office test

preparation

Load Vantage Tables

System Owner

approves

Reggression Testing

Document Release Notes

Launch

END

NO

YES

YES

YES

NO


Chart Current Performance Define - Step 3

Observation

Indiv

idual V

alu

e

12110997857361493725131

30

20

10

0

-10

_X=8.23

UCL=26.34

LCL=-9.89

Observation

Movin

g R

ange

12110997857361493725131

20

15

10

5

0

__MR=6.81

UCL=22.25

LCL=0

11

1

I-MR Chart of Current Data

Identify performance gap between current performance and desired performance as identified in the goal statement


Stakeholders Map – Pre Improvement Define - Step 3

* When Populating the Stakeholder, consider the FAST Method• F= FYI – Information Only• A= Approver• S= SME Subject Matter Expert• T= Team Member

Infl

uen

ce O

n P

roje

ct

Hig

hM

ediu

mL

ow

Low Medium HighImpacted By Project

StakeholderPosition

StronglySupportive

Neutral

Opponent

1S2S

3F

4T

5A

6F

7A

8S 9S

10A

11T

Stakeholders: Distribution, New Business, Underwriting,

Legal, IT, Actuary, Web Team, Customer Svc/Ops, Marketing, Finance, Compliance

Where are your Stakeholders?


Issues and BarriersDefine - Step 3

List any project concerns or limitations that would hinder the project

Issue / Concern / Limitation Abatement Plan Owner

Limited or no IT resources available Solution must Not require IT Team

Project must be implemented by X date Prioritize Project Recommendations

Leaders

Limited or no funding available Prepare CBA Project Lead / MBB

Political resistance as identified from the stakeholders tool

Identify concerns and address them individually

All


Quick WinsDefine - Step 3

List any Improvements that can be implemented immediately without further investigation

Quick Win Implementation Plan Owner

Eliminate duplicate state appointments Modify compliance regulations that cause these duplicates

Team Lead / Process Owner


Define Tollgate 7/19

Measure Tollgate 8/23

Analyze Tollgate 9/13

Improve Tollgate 9/28

Control Tollgate 12/13

Project TimelineDefine - Step 3


Summarize findings, present recommendations and document next steps.

Next StepsDefine - Step 3


• Team Identified• Roles and Responsibilities Clearly Identified

• VOC collected• Sources Identified and Information Collected

• Team Charter• Validated Business Case, Problem Statement and Goal Statement

• SIPOC• Completed and Validated

• Process Flow Diagram• Completed and Validated

• Stakeholders Map Prepared (Optional)• Be prepared to discuss

• Preliminary Cost Benefit Analysis

• Preliminary Project Schedule Developed

• Project Kickoff Meeting Completed• Incorporate all feedback from Kickoff Meeting and schedule tollgate

• Documented NEXT Steps for Measure

Define Tollgate Checklist

Documents

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