What is Six Sigma?A goal of near perfection in meeting customer
requirementsA sweeping culture change effort to position a company
for greater customer satisfaction, profitability and
competitiveness A comprehensive and flexible system for achieving,
sustaining and maximizing business success uniquely driven by close
understanding of customer needs, disciplined use of facts, data,
and statistical analysis, and diligent attention to managing,
improving and reinventing business processes!Source"#he Six Sigma
Way by $ande, %euman and &avanagh' Six Sigma (uality#he
ob)ective of Six Sigma quality is *+, defects per million
opportunities-Degree of Shif t in Mean Quality Level (# Def ects
per Million Opportunities)(Number of Standard Deviations)Sigma !
Sigma " Sigma # Sigma$%$ &'$$ # $%"' $%$$&$%" #!!$ %!
$%$()(%$ &&*& ("$ & $%$()(%" ##*$ #&$$ &
3.4&%$ ("*+'$$ &&*$$ ($$ & .ut is Six Sigma
/ealistic?1011001K10K100K7 6 5 4 3 2(66810 ppm)IRS Tax Advice
(phone-in)Be! in "#a(3.4 ppm)$o%e!ic Aiine'#i(h! 'a!a#i!) Ra!e(0.43
ppm)(233 ppm)Ave&a(e"o%pan)*+&chaed ,a!e&ia#-o! Re.ec!
Ra!eAi& -ine Ba((a(e /and#in(0i&e
T&an1e&2o+&na# 3o+che&4&de&
0&i!e-+p*a)&o## *&ocein($oc!o& *&ec&ip!ion
0&i!in(Re!a+&an! Bi##$e1ec!
*e& ,i##ion 4ppo&!+ni!ie
($*,4)SI5,ASix Sigma 0mprovement 1ethods21A0& vs+
21A23$e6ne,ea+&eAna#)7e$ei(n3a#ida!eI%p&ove"on!&o#"on!in+o+
I%p&ove%en! Reen(inee&in(Six Sigma 21A0&
$rocess,ea+&e"on!&o#$e6neAna#)7eI%p&ove$e6ne8Defne who
your customers are, and what their reuirements are !or your
products and ser"ices # $heir e%pectations.Defne your team
&oa's, pro(ect )oundaries, what you wi'' !ocus on and what you
won*t.Defne the process you are stri"in& to impro"e )y
mappin& the process.Six Sigma 21A0&
$rocess,ea+&e"on!&o#$e6neAna#)7eI%p&ove,ea+&e8+'iminate
&uesswor, and assumptions a)out what customers need and e%pect
and how we'' processes are wor,in&.-o''ect data !rom many
sources to determine speed in respondin& to customer reuests,
de!ect types and how !reuent'y they occur, c'ient !eed)ac, on how
processes ft their needs, how c'ients rate us o"er time, etc.$he
data co''ection may su&&est -harter re"ision.Six Sigma
21A0&
$rocess,ea+&e"on!&o#$e6neAna#)7eI%p&oveAna#)7e8.rounded
in the conte%t o! the customer and competiti"e en"ironment, ana'y/e
is used to or&ani/e data and 'oo, !or process pro)'ems and
opportunities.$his step he'ps to identi!y &aps )etween current
and &oa' per!ormance, prioriti/e opportunities to impro"e,
identi!y sources o! "ariation and root causes o! pro)'ems in the
process.Six Sigma 21A0&
$rocess,ea+&e"on!&o#$e6neAna#)7eI%p&oveI%p&ove8.enerate
)oth o)"ious and creati"e so'utions to f% and pre"ent
pro)'ems.0indin& creati"e so'utions )y correctin& root
causes reuires inno"ation, techno'o&y and discip'ine.Six Sigma
21A0&
$rocess,ea+&e"on!&o#$e6neAna#)7eI%p&ove"on!&o#81nsure
that the process impro"ements, once imp'emented, wi'' 2ho'd the
&ains3 rather than re"ert to the same pro)'ems
a&ain.4arious contro' too's such as statistica' process contro'
can )e used.5ther too's such as procedure documentation he'ps
institutiona'i/e the impro"ement.Six Sigma 21A23
$rocess,ea+&e3a#ida!e$e6neAna#)7e$ei(n$ei(n8$eve#op de!ai#ed
dei(n 1o& ne9 p&oce:$e!e&%ine and eva#+a!e ena;#in(
e#e%en!:"&ea!e con!&o# and !e!in( p#an 1o& ne9
dei(n:in(= $4?= @+a#i!) '+nc!ion $ep#o)%en! (@'$)= ',?"A ana#)i=
and co!A;ene6! ana#)i.Six Sigma 21A23
$rocess,ea+&e3a#ida!e$e6neAna#)7e$ei(n3a#ida!e8Te! de!ai#ed
dei(n 9i!h a pi#o! i%p#e%en!a!ion:I1 +cce1+#= deve#op and exec+!e a
1+##-ca#e i%p#e%en!a!ion:Too# in !hi !ep inc#+de8p#annin( !oo#=
Bo9cha&!Ao!he& p&oce %ana(e%en! !echniC+e= and
9o&> doc+%en!a!ion:
