Lean Six Sigma - Speed Please work as a team to prepare and present the Define tollgate by the end of

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  • Lean Six Sigma Black Belt

    Courseware Version 2.5

    Copyright © Property of Firebrand Training Ltd

    www.firebrandtraining.com

    www.firebrandtraining.com

  • Case Study – Acquanas International Lean Six Sigma

    Black Belt

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    Case Study – Acquanas International

    Congratulations!! You have been recruited as a Black Belt by Vintage Calls, a provider of outsourced call handling solutions to the utilities industry.

    Vintage Calls major client is a heavily regulated water supplier named Acquanas International. Vintage have been taking calls on behalf of Acquanas for the last year.

    Acquanas have become disappointed with performance at Vintage and the water industry regulator has become increasingly aware of the service Acquanas customers have been receiving. As a result, Acquanas have been considering changing to another local supplier.

    In response, Vintage have launched a continuous improvement programme and have prioritised a project to improve the Acquanas call performance as of key strategic importance to the organisation.

    You have been recruited as the project team responsible for running this project.

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    Other information:

    In an effort to improve performance, Vintage have invested heavily in a new Interactive Voice Response (IVR) system to help better route calls but to date they have had little success in optimising this new functionality.

    Vintage have recently recruited significant additional staff to help address the performance issues.

    To promote teamwork, staff are paid a bonus based on overall contact centre call quality and call wait times.

    All staff work 8am-5pm with 1 hour for lunch (staggered from 11:30am).

    Your workshop leader will assume the role of CEO of Acquanas, your major customer as well as your Business Champion and Subject Matter Expert. Your workshop leader has information and data for you but will only provide it if you ask the correct questions!

    Please work as a team to prepare and present the Define tollgate by the end of day 1 using the Green Belt and Black Belt knowledge at your disposal – Good Luck!

    Case Study – Acquanas International

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  • Welcome Lean Six Sigma

    Black Belt Copyright © Property of Firebrand Training Ltd

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    Welcome

    Welcome to the

    Lean Six Sigma

    Black Belt

    Training Copyright © Property of Firebrand Training Ltd

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    Introductions

    Be prepared to share with the class your:

    - Name

    - Designation

    - Organisation

    - Location

    - Expectations for the course

    - Summary of your project

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    Graphical view

    Key content Indicates key concepts/ content that might be referenced often

    Class activity Prompts to instructor and participants for individual or group activities

    Coach support points Indicates areas where the Coach might be consulted to complete critical project tasks

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  • Software Introduction to Minitab

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    Objectives of this module

    At the end of this module, you will be able to

    Have a basic appreciation of how Minitab v16 can help you generate information from data

    Understand where to look for help, should you need it, within the software

    Revise some basic concepts from Green Belt

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    Minitab screen

    Session Window

    Worksheet

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    Toolbar buttons

    Useful buttons on the toolbar to manage what you see and to get context sensitive help

    Stat guide – very useful

    Change the windows you see – session,

    worksheet, graphs etc

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    Minitab file menu

    Open project .mpj file

    Open worksheet .mtw file

    In Minitab, projects and worksheets can be saved. The icon below the menu bar only opens project files. File/open must be used for worksheets

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    Minitab Edit menu

    Works in a similar way to Excel allowing you to manipulate the content of cells

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    Minitab Data menu

    Minitab statistical analysis requires you to present your data for analysis within you worksheets in specific ways. This functionality allows you to manipulate that data, ready for analysis

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    Minitab Calc menu

    This functionality allows you to create data within your worksheet. This data could be as a result of a formula created or could simply be randomly generated. Lets create some Random Data! - A Normal Distribution - 100 rows - Mean of 5 - Standard deviation of 3

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    Minitab Stat menu

    This area is your home for statistical analysis. As you can see there’s plenty of functionality ranging from calculation of sample size through to logistic regression. Let’s create a graphical summary of the random data we’ve just created.

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    Minitab Graph menu

    Spot trends, picture variability, some pretty cool stuff in here!

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    Minitab Editor

    A very useful function when dealing with large volumes of data Some of the functions are similar to Excel including Inserting Columns, Rows, a new worksheet etc.

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    Help functionality

    The help includes a full index and description of all its functionality. Included within this are statistical tutorials, FAQs and even contact details for Technical support from the team of statisticians at Minitab!

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    Minitab Assistant

    Like many statistical software packages there’s normally a few ways to produce the same result, Minitab is no different in that respect.

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    Minitab Assistant

    Within the Assistant menu, it will guide you on MSA, Capability, Graphical Analysis, Hypothesis Test, Regression and Control charts by asking you a series of questions.

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    Some Green Belt Revision

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    Now we’ve had a brief introduction to what Minitab can provide us, lets remind ourselves of some of the basic concepts from Green Belt training to ensure we get the most out of the software……..

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    Some Green Belt Revision

    Group 1 – Teach back on hypothesis tests

    Please cover:

    P-values

    Alpha and Beta Risk

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    Some Green Belt Revision

    Group 2 – Teach back on SPC

    Please cover:

    Discrete v Continuous data

    Defects v Defectives

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    Some Green Belt Revision

    Group 3 – Teach back on MSA

    Please cover:

    Sources of measurement system variation

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    Key learning points

    Minitab is the principal statistical software used in Lean Six Sigma projects

    Minitab can support you analysing and drawing conclusions from data

    The software is user friendly and contains lots of support should you need it

    A reminder of some key Green Belt concepts

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  • Black Belt Distributions

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    Objectives of this module

    At the end of this module, you will be able to:

    better understand the different types of statistical distributions

    identify the uses of different distributions

    make assumptions given a known distribution

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    “Questions Lead, Tools Follow”

    Basic question: What is the shape of my data?

    • Is my data symmetrical or is it skewed out to one side or the other?

    • How much of my data is above the average?

    • How much of my data is above the customer’s specifi