-
&IxI
Chapler 14 i : Xl
Six-sigma process quality
gr 0biectives
l i ) in ln! l rk l lh, ,s i \ s i f t rn,r , r f l rn) , r rh
1, , I f , l tss ( lLr . r l l l \ . ( \ l ) n i , i \ l r f li l
is rn{ l \ \ 'h\ i l ( l . l i !crs hir th l ( !c ls, ,1 |cf l ( i
fn,rn. , .Io . \ | l , r in lh{ s i \ s j l tnr i Lnrtr , !1!n.nl
nr , ! l ( l l )Mr\ l ( ( l ) ( l i f f ,M.JsrLr. , r \ ru lvs, , ,
Inr I i \1. ( { ) . ln) l )Io s| l )w th fo l ( o l (1, \ i1trr {
,1 , , \ | r ' f inrr ls i . s i \ sLl tnr , rI i ) . \ f l , r in
lh. bLr ik l i . l t b l ( ! ks, ,1 , r \ i \ s i l tnr i or | , rn
i / , r l i ,n , rn( l .u l t r i1.' I i )sh(\ ! h, \ ! l , i
.nsLrr ' lhr l in,rn. i , r l sLrf . ( \s() l sr \ s isnrn pf , , t
r ' . tsl i ) , lcnrrnsl f . r l , lhe l inks h( l \ \ , r \1r s i
\ \ r . r . r , l ( - )N1, Sl ' ( r r r l lhfl i l i ( - )Nl l ' \
f r l l (n.c N, l ( \ lc l i i
4.1 Introducl ion\ lotoroln, ofo oi lhr $o ( l 's l { 'J( l ing
nrnrrr jn( l r f t rs nrrJ supplnfs {) lscmicorrdufn,rs nn( l c l (
\ t r ( ! r i f | ' . tLr i lnr f r t srsnrt ls h)r f i ! i l . r
rd rni l it . r f ! - nppl i .ntnnrs, intn\ l r ( r t l i lx , ( r
rcrpt (n s l r r r . t rn l r f , r , ,sr , |n/ i ru k)c hnnre t l
r r f t , l i . r l r i l i t \ ' . r I ld r tur l ih oi t l t i r
pr( ur is, nrJ.ut t r t r lu( tc!c lc t i rnes rnd e\pcn( l i lurc
orr test / tupnir . Nlokrroin use( l t l r l t ( ) l l ( t r ilng
st , r tcmr 'n i t i ) . ' \Pl , r ln:
Signr. is n sLr l isLic. l Lrni i of nro.surcfrenL lh. l d(scr
ibts thc dlstr ibut i rJn . rbout lhe moan oi nn\ pf t rcess or
prrcedure. A processor Proce.:torc th.1t c.1n achjeve pl'ls oL
minrs Ji-r si{n,.r cJP.rbi1it,,c.ln be expected to hn|e n diect
rnte oi no more tiun a i.'r\' p.lftsper million, even allowlng for
some shiit in the rrein. ln stntisiicaltcrnrs, this .pproachcs :./o
rdi,.ls.
xl1
-
IT 360 Slai ist ical Process Contfol
The approach r,r'as championed by Motorola,s chiefexecutive
officer atthe time, Bob Calvin, to help improve compeiitiveness.
The six-sigmaapproach became n'idely publicized when Motorota won
thc-Ustsaldrige National QualityA\^'ard in 1988.Oiher early
adopters included Altjed Signal, Honeywel, ABB, Kodakand Polaroid
These werc followed by Johnson and Jolmson and perhapsmost famously
Ceneral Electric (CE) undcr rhe ladership oflaci Welch.SirsiSmr is
a disciplined approach for improvinS performance byrocusinSon
producjng better products and se ices faster and cheapeiThe
emphasisis oll improving rhe capability of processcs through
iig,orous datn gathering, analvsis and action, and:r, cnhancing
value for the custome''r climmating costs which add no vatue
(waste).Unlikc simple cost-cuttinB programmes six,sigma dcli!.ers
cost savingswhilst retaining or even improving value to the
customers.
317,310133 61245 s00
270063.068
0.5700.002
I t i
.ifi
LSI
Sin:r l .
Why six-s igma?L
0In a proct'ss in which th characteristic oI intefest is a
variablc, defecisare usually defined ls ihe vntues whjch fau
outsidc the specificationlimits (LSL-USL). Asslrming and usins a
normat distributio;of the varrable, thc percentage and/or parts per
million defecis can be found(Atpendi\ q or lb l 14 t , .
F,,rc\rmp.e. in a Lentrcd Frnrc,s wirh a.FLcrh( 'dl i r . r
-ct dl t 1^ lhcrc w. ' l bc U.27 pcr cenr or 2700DDmJef( c i . .
Tl i : may be rcfcrr . d to d- nn un\hi t ted : . r . iema pr.
,ces- j , ;ndr l-u qual i ry.al lcd : l
- i {mr gur.rry . h) dn un jhrf ted :r . , r8m.r procL*. .the
specification range is; . 6d and it produces only
0.002pprndefects.
t Tabl6 14.1 Pefcentage ol the popu alion ns d and outside the
intervali 1 d ol a normal pop!lation, with ppfit
Thrppr
lnlorual % InsidoInlerual
0ulsldr th6 spoc,Inloryalppm
oulslde oach Intorual (ta )
% ppm
caP
, !156i :2oi :3a
, !45dt l5di :6o
68.2786.6495 4599.7399.9936799.99932s9 99994399 9999998
15 8656.68062.2750 1350 003150.000340.00002850.0000001
66,80622 750
1350
0.2850.001
Thi
-
xti: I I1r r i | ' r .L i ! r
r . r l i :11j1
i \ ( l i l l r ( r l i i th( . re.r r \orLl . l r t \ ! . \ , ,
r Lt j ( i ! rLf , i i r t j i ( ! ( \ . , . . , ,1rr t Lr i ( .I i
r ( . , r r r i \ , j I ! I , | \ \ \ ( , I , r r t l I f ( ! r r i
I , j i l , ' l l r , r \ . r |1. r l t r r . ( ( ,n l r ( i r i t
l . . . t ! .L ( i r r t f r s() | ! . : t r i l l j r r l l r l .
r ( \ r \ . n l . . l j c( . \ t \ ! t t \ t t L,Lrn. ! . r ( ,1r
., r f (1 i l r ( \ l f r i \ ( \ : 1n,)r I , ) \ r t \Lf i t ) r i
.Lt) \ l t r | \ t ! ! l . j l , , | l r j r l . .
\ l r 1, , ' : t \J r . j . , . \ t l t r , r j r r / l r . /
.1r | r r r r j j , . , I rL,r
a";.."" ";; $
LSL
Slrort lenn proc.ss wklh 6Desrgn roteranc.
F'urre 14 I lli l
l l r ( l , t , r 'L l ( . lLt : l r r ( \ L,((r l , \ \1, ,1, ,
r : r i r , \1t , ,1tr1, . . . , r ( t l ! . .1| j j , , Lt !t ) t
) r ) i L i , , r : , ( l t t r I ) : t r \ l rL,rLr | r r l l . \
\ l r i , L.r ) ! , r t r i . r r l \ t l rL!r j t r ( ., r i ' i ,
r L i r . . I I j L ) L | | i L j I I i ' r l . r
' lL. I I i t , , r t t r ( L. \ j r t . t , r t \ , , | j r t r
tL ( lr ' ) 1, ' rL\ \n, r , . r r ' r . r \ , j , r r j r , j l l
t t r \L! t l , i , ! i , r . t r i l ,n, , 1 ! LtL. (1 1, . rL( \
\ i l l t i l l , t ' , r I l r r l l r , I r I . I I I t ) r I L .
t t . j ._, : r ! i i tLr t , (Sr i ) i , I l \ , L l i ( ( l i r .
(Lf , r l t t ' , r t . i , r j r r , r ! r - : \ \ Ltr , j l , t
rL,- : I i l t , l
! , \ ] l . r i , . r ] i ) f i , , , j
r l . rn, .sLr.r l , t , r )r l . I l | ) r j l
l ,1tL, , , , l l : l \ l r , ) \ \ : l l rL. l ( , \ ( .1\ t )
r I I I , ( , \ , , r j I I . , IL, , , \ ( i : \ iL\ r r , |1 j \
, j I t ,n), ' r \ i r r r . , t , i r ( - . \ lL) , r , , \ i t |
r r 1, , , ! ( \ . . . n Ltr i : . r .nr , r r t \ \L\ l' , i I J l
r i . . . . r lL|( . . r ( i t r . . ( ) t , \ i ( iLr , t r r , r
i t rL. , , , , i r , ) i ( rqIrL-. f r l , i rL- . , .t , r l , .
r l , r r \ I /11 ry ' ,LrL, ! . ( . ,1
o lL i r r i i r t i r ( r ' \ r , j r ( / r / , lI \ [ ] rn, i
I , i \L\ : L I ( r r l l
l r \ ( , r ( I !L i (L) I I i | , , I f , I I \ . ! r i t rn,r
t ! , f r t , r r i r . r r , , , r , . , i , , t r i r i , r t r t
( . l - '
6
-
&I 362 Slat lst ical Process Conlro
E roo6E 10
Srqmafi0urc 14.2 Iheette.iot fc106mO siqrna .iDab I ty on pp,n
dlre.llelcs
Table 14.2 Comparatve Storna perlormance
Siqma
\ t ,i f
D
Parts per mil l ionoul ol specit ication
Percentage oulol specilicalion
Comparative posil ion
5
2l
34233
621066,807
308 53/690.000
0 000340 02330 621ri 6807
30 853769
lr0usrry averageLa!grnq irdusiry nandards
0ul oi brsinessl
l . l
I ' . " . . ' " " : , : . ;n, , r . . r f . , t . r i r ! . , ,
, . . , r . , , , r , r r t ) , . ( .1.\ | M' ' r ' ,11, l , i ih i
\ i fL luJr.J In i t t r , , r j . i , i r t r , t l i r
: : t I : I . . " J, , , , ,n,n, ,d. , , ' : i : l l l ; : i i ;
i , l l , l : ' ; , l i i l ,J:r . . r r - r , 'nr . - , r fn, . r
' . . , , i , r r , l r inr . r1. t r . l i . \ r . r ! . , r t ILr
, ,J,rn 1, , , \ . .marr, r r , l i \_Ll , . , l Q\ , r , : . , I .
/ . r t , r r r , rUr.q. . . r l r . r . . r , ,m,.r . . r , i r ,
" . , r , .r r r . r l l In . r \ . i l l l .c l - rFirn . . . , ,
( , r rD, r . . t , . ( rU.r l i . r (
. r r r , i r t , , r . , _, . r . i in.r t rn ' r ,pronrotj(n,
rijjofolrs measuremcnt.rfd rf!,ji,w of thc various
qr.raiihlsvstcms/progranrmes ro fr.ititn l(, nchic!,enr(,nt of the
policr-.
!I 14.2 The six-sigma improvemenl modelll:" "1: l'': u-o^l."ntat
phascs or st.lrcs h apptvjns rhc six_sisma, l 'nr , , ! .1. , '
in-pn.\ i ,q p. . r i , rm.,r , , i r . r I , r .o, ,* . u, . r rn.
. \4Fn-ure
,v. t . { ' , u|r l ,d i , r D-n r ' l j . - or iCi | ldt f t
.J. . Do ( t rF, t A. l t , tD( \ /
3dR163 810 ppm)
(3.4 ppn)
-
S x-si !ma process quat i ly 363
(Figu( I1.3). ln the six sigmd approich, DMArC pfolidcs a
breakthroughstratcgy a'r.1 disciplined mcthods of using rig(,rous
d,rta gathcrnrg and
xI
: F i0rro14.3 Their somamorovemenrmode DMAc
sl . r t is t i .n l lv bnsfd nn,r l ) s is k, ic l .nt i f !
soufcfs of ( , r rors.nrd i ! . rvs of . t in lin i t ing thcm. l t
h.rs Lr. f (nnc in.r( ' . rs ing y.()nrnr(rr in s,) c.r Icd ,s i \
s ignr.rorgini , /ntnnrs ' , nn pc()ph' h) r . l ( , r to ' t )MAtC
lhr t ( , . ts, . I .h.sf f t \otvfifound th thffo r rjr n. strir
t(,gifs lor pftttss(,s !\a, hiv(, nx,i in lhis Llrok:
ll1r(r.ss (l('sign/r. dcstgr)'
r ( t r .ss nr inn, jenrfnrI'ro.ess j t r()!lnfrt
k, bf ing . rb{)ul r , rPid t )o l ionr l inc r fh i ( , !cIr l
r ts.' I ib l t ' I ,1.3 shows thr.out l ine of thc t )MAtC srfps
ind I i i l } r rcsla.1(r ' ) ( r , ) g ive t | t dohi l in
pfoc(,ss.h(, !Rn f fonr ror c:r .h or the str t )s.
' Table 14.3 The D[,4AlC sleps
Defi e lhe scope and goa s of the mproverjlent prolecl in terms
ol cuslomerrequrrments aId tl]e process lhal de vers these
requiremenls tnprts0ulputs, controls and resources.[rleasure lhe
cuffent process periormance nput output and process afdcalculate
lhe shod- and longeFlerm process capab/ ly ure srqma va ueAnayse
the oap between lhe currefl afd des red perfo|nance
pr/ortzeproblemsand denliiy root causes of prob ems Benchnrark nq
the process outputs, producls 0r servtces agarnsl recogn zed
benchmark standards oi perforrnance mayaso be carred
oul.Generateihe mprovemenl solulions lo ltx the problems and
prevenl lhem fromreoccurr|ng s0 thatthe requ red I nanc aland olhef
performance goals are melThis phase involves irnplemenl n0 lhe
ifitproved process n a way that holds theqains' Slandards ol
operalion wit be documented in systems such as 1509000afd siandards
ol performance !! [ be established using techniques such asstalist
cal process conirol(SPC)
-
*{X 3Fl Sl i t t sr . r t r i .Fr ! f tnrr o
Frqrre 14 41a) , i r LI
Fi0r.e 14 4lh) , r l . r l i r f , r t l I I , l , . t ,
-
5 I \ q[ . prrr r ]sr t i I l , ,1t i5r!&
t l)n\
1
tuqtrrc l4 4ld) I
i r : i ! 14.3 Six-s igma and the r0le 0f Design 0fr
Experimentsl ) , .s i t tn, , r l r \ f ( , inr( . |1. ( l ) t ) l
) f , i \ Lt t \ j , rL. lh( \ t \ iL) j lL\L nrr , r , r ( t ( l )
l lf r , / I l l t I r ( f r . i rorni i l r \ ( . ( j r , r | ( \
{ \ \ . p i r l rLr . r . r i . r . ( ) r s() ! l r ( jn i l
-
xa 366 Stat istrcai Process Controi
:t".:11- t -"
'
Fr0urc la.4(d) dnro Coittus .recLrrp llD sotLn of
lninilr
i f
t l f , r !vs h. . r ! i lv orr sr , r l is t i { , r t r (
\Jrni( tu.s, su.h ns k,s is ot \ i } in i f j . . rnr , , ,.
'n.rrvsLs ol ! . ' r i . rncc (AN()\ ) , forrct .1 i iorr , s imptc
( t in( , . r f ) ( ,gf i .ssiorr rn( l, f , , l t ip l . rur f t
.ss(nr. As w. t rnve sccn in Chrprfr t3 ( nrguci i i nxlhor ls) ,l
)o l i Uscs 'c ' \ t ic f i r r fn ls ' h, t { rnm .r t roui ih. t
r fh:rvn)ur of pn ucts ( ; fpR)c($.s Urr( l ( r \ . r ry ing .ond i
i rnrs, . rnd . r Iows pt . rnnjnB anJ control( t ! . r r i rb lc5
r luf i Ig nn ( , f f ic l ( 'n i nLrnrbf r of r \p( , r im(,nts.I
) ( \ ign of t lxpryinfrr t \ sIpports s ix s iSmn .pp| l , rchcs
jn rhc
Assessi '19' \ { ) i re oi rhe Cust(Dr( , r ,syst . ,ms h) f in
i l th. bcst (ombin-i l ron ot
'nf thr)ds h) pf t rduc.,v i t id p()cess r i , (dbrfk.^ssr
issrng i , r (k)rs kJ isot . ic t l ro, ! i t . r l , f rx) l .nusc
of pf t )btcms ofPi l ( r t i fg or tcst i |H corrbini tnnrs of
|ossi t r tc solur io l rs to f inct opt im. lImPro\'.inr(Il t shr
tcgliis.
. E!.tlu.rtnrg frocluct or scrvicc clesigns to iclentifi,
potcnti.ll Problcmsind rril ucc d.fe.ts, Con.luctin8 cxpcrimenis in
scrvicc on\.ironmcnrs r)ften rhro[gh
'rc.r1-$'orld tcsts.
The b.lsic steps in LloE aftr:
, l.lcftify the factors to be e\..luatcd.' Dcf i l le thc ' le\
.c ls 'of thc facbrs to hc tested.
is ,
" :
ln
r l )'h
Sil
TT
-
Srx-s 0ma process qra iy 36/ $, Cft ,n ie ai1 nrra\ of e\p(,r
imc,nrn1 conr l r tn.r t ior ls.
. . rJ, . r In, - . l . ,nr , r ' . I , . . . r , t , . t h. . ,
i t r . t , , i r . t r , , r .
t \ . r unlc thr r t .u lc. l iJ . ( rnr t r , , , ,n\
In idort i f r Lng ihf t i ( tors k) bc rv. lLrr t rd, rnrpofr .
rnt c( , rs jc lcr . t ionsrr .udI whni voLr $,rnt k) t f . r rn f
r ( )nr thc c\p(, f jmcnts nn( l $.hi lt lx l ikc lv j r r f l !
rnccs
. r ( , on rhc pn\r ,ss, f r \ lu( t or s.ry i . f Ast . r . t
{x-s rr . s( l ( r ( d i i is inrp()(nrrr to l r . t incf th( ,
bcnei j r ot otr l , r i f r r rg.rddr l , ) r r . r l { l . r t .
r l r \ t ( ,s i i fg nrt) tu, f . r . rors \ . r th r t r t , i
Icrr . . r r r t cr ,* l . r r r , icorfPlc\ i t \ r
Whcrr t le i in in l t lh( ' l r \ r , ls { ) f th. j . r (h,rs,
i r r f { rs lh.h()r f , .Lnrr in, t th.rr' r . . ,1 , r , . r ' r
. . r .1, I t , , , . t , , . . , , . , r i . . t r . . . , \ t , ,
. , i , ,1r . r . , 1, ' i l r ' r '
' , ,1. \ . . . I . l I I r l . . . , I i t , . La", . , . r I .
. , . r , I .r"
' r r , \ ,1. . r r . t
" r . . r
. t r . . , r . . r . t , , r ,
rn i \ L\ , .uIr ine( l r l dr lv r i iL, lNcts (D/,() tJ t \pei
f i t i ( . r t ( , \ . rn( l . r rc
rr , r l l f i ( I t in i (J rns ( , f f \ |cr i I r .nt . rL i
t r r
i \h, f r r l . r l ing l i r ( . . rD.,r \ 1, t , , \pcf inrrnl
, r t .o|( l i t i ( ) |s, . r \1) i { l l ] l , ,or ] f
l r .1o, r l . ' l inr" ( ( ) l i i \ ' t ) IPf f ( [ , h wtn, l
. r . r r h \ r f ] r t j . is l { , ! {c( t ins()1, ' t r ( i r r
. l ) ( ) l i is L, . rs.( l ( ) | . \n l r tn i i i i t , r r .
rvs rJ l ( ( ! r ( t i t i ( ! r \ n, , ) l r t r i f11fr l .sf
|1,) l r \e ( l , r l . r i ( ) r . r l l i i . t , r ! . n)ssi t r
t , .
. ( rntr j | l . r l iofs. , rn L,e l t ( jx , l, r l ( \ l t r
! ! l , r ls t i t . r l s l ) \ . r r . r (x, ls () f J(rr f ( t
iJr t , ) l rk,r , l lx , i r rs. , r \ ( , i ( islLrvrnJt i (J
lcsi . \ ( f r f ( ) \ \ i l ' t . |c l | | l . r t iofi ! hfr . ,
, r i ( lu. i r j t the c\P.r i l r f (s, l t t t rcs. f iL) , r l
.o,rr t i t jons sh(rr t { l t )c. ' . l i r " , . l ' . , l ' r .
l ' , ' . r ' , t t , \ , , .11. , t . r : , , t , r . r | . | , |
, . | , 1 I | , , | . , | . r t t r ., . , i I i t \ t ) . . I r i
f r . ) t | \ r t r \ .
r , " .
I l_ l r . r . . r l r , r , . . . r r r , , . t " . ,$,- . , ,
, r , . ,1 , , , I ) , ,1 , r | , , . r . . r . , l , . , , \ \
,
' \ \ . , , . r . , , , . 1, t , . , , . . . r , . . r . . , . .
,( snir l i . r l . l r ronI lhc c\p(. f inrentnt J.r t i \ ( )nr .
. te. , . . ,n,"
"o , , , , , r " 1, .
" . . , , t_i l r lor t l i , (Dr i r rg, bLr l n( l ( l i t (
)n.r t , tLrrst( , rs,r lnv.rr i5. th.r l |1\ l t iR. . r r t (
l_rr(D, e\Por
" ' , f t \
x 14.4 Building a six-sigma 0rganizal i0nI and cultureSia sigma
.tppft)tr.lros qucstion mirn,r .sp.,ds of trus ness, in.tucling
iisorgnnrl . t jon .nd rhe cul iufes crcatrd. thc go.r l or mo*
conmeii ;alorgnni/at ions is n) nrakc moncl throlgh thc pfoduct
j(nr of s i teal j l ( ,
-
?a 308 Slal s l ca I r ofess Co r l r o
S(! t r ls or s.r \ i ( rs rrr(1. i r r nr , rn\ , l t r , t
ruJi l ionnl nr . . rs!r .s ({ \ l i fc. - , . . . r r \ . , r t ,
. . ._ i r ' r t
.
, . . . t \ , , . , , t , , r . t . . . , ,1. . . r . r r . . .
t r . . . . , .r
-
r i , t . . . , , , j \ , . , , . r . t . . r I i . .h r , , { ,
, r , l . t . ,g. l \ l r , r r r t r r j ( . r \ |n,s l lcrr , r ,
, rhrorghPLrr r f f isLrr ,s nrnv (rNl . $1)fkl f f roSr 'ssrn( l r
i r j rs l r . r lg(r !J! i r j \crr l , , r \ r t rLr \ ( t f . r
i f ingt t r t ls r ( , \stn, . rch,r f r l s{ , rL i f ! , , j f i
t . r1. t r , . r r1, ,Lrpr,rnr,L. , r rcrsIr(( tc, j r !h( j r r l
, , l i fI rA r ! r ] . t Jrr l h{ t r \ l ( i I l Isr n,
\ , \ c j t r i . , ( ! t i r r / , i l i t r r \ l ( r Lr ! { i
, , :
In( l , ,s l . | r ( l r rg t l r , (L, ! t t ,h i . i5 f ( \
tL, j r ( , r j r (1,rs;i {Lrr I i I \ i I I I I . j i I ! | l , r
. r \ I l t , , , j ( r ) r ( , , ( r r ( r l | , ( ! ( ,sr , .sIr
, j t f i t ( t \ , j l | , . 1()t l ! r \ | r i t ( ( f I r r I |
( ,L is t r i r ln\ . r jn j r t l i \ i t t , r r r 1. ,
" ' '
1, ' , , .ht , rg \ ( f \ r ,st \ ' r ' i \1. t , ' (1, . I r l
f , ;l . i \ i r t I r r r i , ,g. | r ( , ) t , i I l . r ( r , .
r t 1 . r i , r, ' l , r , , i r i r1t , i r t \ t . I rL i r r r !
r \ rL l l . . . l , (Jt t j
r f ( r , r f t , , r ' I f , ' l ( nr t , i r i ( \ .r l . i r
, r \ , I r l ( . \ l ( , r r , r lv
rL h\ s i , j r ( lL r l 1\ , [ ] ( l , l i , , I | . j i , . \
. l r , r t i , j , j i I f f , ! .s \ \ t \ . r \ . | , ( \L.cs(r
, r t rL \ r r .$f( t , r . , r L t
'
,
'
L i r ( j t l r ( t ( . t \ !k l ( . .1 ( \ ( , |1. , . r r ( t
. $ i r l r ( , , ! I ( \ ( , I l
r L, t r ! .1 l t , \ , r f r , ) t i (nr . \ , r f i r l r (
in. j (Lr i r j jLr t , r l .s i r t t j . r t r r \ t rLr l l r !
l r ( t ( j ln, \ r ( t , ln\ . Ist( ,1 t ] rc.r ' \ . . I ( l j :
r l t1] \ rst t r , rL j r j , , : r t r | \ j rL,s\( \ ( I \ , f ,
rL( .\ i , j ,L\ \ l r ( r ' \ ' is , \ ' , l t r ( . t . | r ( l I
\ jqn),r t , . \L. t r \ r l l r ic t ( . \L. t ( ) j l ) ( . r1,)
i Ir , r ( . . L l ! nrr ( , ) \ t ( ,1 ( l l . L\ i \ , r t ! , !
i t . j . l t ) l r j ( . I t ( , t \ . r t . , f , . \ f I r ( .(
, )" f . 'n i , \ l l r , r l , r l ( , f t , , . . i \ \ ! , r j .
r \1, , ,1( ,1t \ , r I n. , r ( l v r . , j ( t r t t r .5: ignr,r
( \ . l , I r l , r \ lL i ( ( . l t r ( , ( t ,sr , i t \ lL i , r
l i t \ t , , t1) t ! , r ( ( . .1() i , , r t , .s r( , \, , l l r
f , r ( l r . r I l , r t ( I rL h.r f , r r r , l i ( j t j r r I
j , \ ( , t0 : i \ ( r r j I j . r l r . r j ( ) I , I .. , , i ( l
l f ( . , LLrr l L(Al i ) l , lLr . r l \ t , j l ( " , , j
rn,rr()r n.rr j I r
' , r ) f ( , f \ i , j r I l t . I j r I t { \ l s j \ : i1tr ,
i r ct f , r l ( . r i ( \ l j \ , j r \ , .
, ,1, 1r . r . , . , . . , , r . r t . t l ,$ hr, l ( | f r t ,
rn i / , j t r ( ! r t r , r i r r rn! ;fnt . ( I n.r( \ t r r ! '
t ( ! ) r , ' f r t r | , r l \ \ 5.nj t ) ( \ ( . f jL! l r " ( .
ih( \ ls r r r t l t r j ls i ( ) r i rn l , t ( ,nr( . r j r , r r
! r ;
r i . . r ! ! f ( nr(1r l r ) t l i . n. i r l t \ , | ( ,J i
ts( ( ' r l | | j tLr l | \ i L jL l l ]. ( i f1, ( i . l r ( l
\L,st , r rn( \ l l r f r \ . rn(rr l
( ) r r . l r i t l r l \ t ' , t , lk i / ( \ | . r : f ( \ I (
) l lh( . , \ \ i l , j r . r nr t^. IkJrt . rn\ \ j , r \ i ts, r
f t ) l rL i l iof I r .onr lJ.rrrr \ sLr( t r . r \ (n.nrf . r t
Ic( t r iL (( ,J.) , NI( , (orot . r ,\ l l i f ( lSi i t f , r l r
r r l ( , t ( , r I l . r l i r ) lL, f ( I r . , is t t r ( , r \
t . r t , l ishfx 'n l { ) r l ) r rn.ssrf l In\( ,nx1' lc\p(ns,
lu0rrr ra ionslr . rs l \ t . r \ t f f tJ l . rc l ik , l ts . , .
tJtd.klJr ' l ts ar ' t i rcen l l t . l ts . In.r l r l i t i tD
n, fhrst r I . . t . r t r f r : f ! , t . r t f . t .h(r f | , ,l
. f \ . r \ l ro f r f r { )11r] thf t r . r in i , jg, l ( , . rd
t { , , rnrs Jrr l do t l ) ( , inrpr\1Jne )r \ ,
-
xTS x-si0ma process qual ty 369
:: other rolcs s,hich thc or$.niration may consider depending on
the.:r .usr lcss with which thcy aLloFi the l ix-sigma cl is. jp l
ine. Thesi '
I crdership Croup or Council/Steerhg Commjtteesponsors and/or
Champions/l']roccss Orncrsinrplement.rtion Leaders or Uifcctors
oftcn lVastL'f Lllack tlcltssi\-sigm.r Coaches Masier BLrck B.'1ts
or tll.rck UcltsIi.nr Le.rders or Prcjeci l,enders Lllnck Dclts or
Crocn LlcltsI i am N{fnrbers usLrnl lv L: feen Bel ts
\ l , rny of thL'sr tc ' rnrs v! i l l bc fnmi Lrr t rnn IQM
anLl (ont inuousIpro, ! ( r r1cni a. t i ! i t ios. Thc' l l l .
rck Bel ts ' ref l ( r t ihc f i f . lv honrd ski i l
. r fd di \c ip l inc r \sof i . rhd t r i th thc s ix 's l$mr i
fpR)i .h(s nnd l fch, , r tocs. l hc di f f (J ' ( r t lc ! . is of
( ; r . . f , l l l i .k Ind M.sh r l l l . r t k l l ( l ts rcc,
,sni / i ' ih( ' dopth of t r r i r r ing nnd c\Pcrt isc.
\1.rhrf s lx s i , j ' rLr pr '1)gfnnrnes, su. l r i \ r i ( ; l
i , J{ ,hns(nr & J{)hns(nr . rnd\J l i r t l Signal , lure r l
\ rut I p. f r .nt { ) l Ih. srrk l i ) rcc rs l { r l l l inre lJ
lnckln l ts. l | t R is tYPklr l ly (nr( , Misl . f l l l r fk l l
( l l lo evrry l (n lJ l . rck In l isr t r ib()ut (n, t ,J. !cry l
{ l (10 , nr f l , rvccs A l l l , rck l l ( l i l \ ,1) ic.r l lV
o!(rs.es/.onrt l ( t .s 5 7 t f , ) i ( \1s p.r v. , r ' , r !h ich
in k\ l by(; f . fn l l ( l iswh()rrrrr() t cr lpk)vf( l lu l l - l
im (nr s i \ s l l tnr , r Pf i ) t ,1 ls ( l : iq0f( 1.1 5)
I F iouE1'1.5 Asr sOmi comDany
The leiding exponents of six sigma have spent millbns of dollrB
ontr.ining and support. Typlcal six sigma triinjng content is shown
onfagc 372.
-
&I 370 Stal s l ca Process Contro
, 14.5 Ensuring the f inancial success 0l six-sigma
r ploieclsSix sigma approaches arc not looking for incfemcnial
or ,virtu,rl,improlcments, bLrt brcakthroughs. This is where
si\-siilma has thepotcniial to outpcrf(r.rn other improvement
initintives. An jntrinsicpart ol implementaibn is to connect
impro|emeni to bortom-tinc bcnc-lits and projects should not be
startcd unl,ss ihey plan kr detiver sig-nificanil! k) ihe bottom
liri{
Estjm.rk,d cost savings !.ry from projecr b projcct, but
reporied n,vcr-.rgc resl,lts rnntc from $l50,u0(l n) $250,00u pcr
pft'ject, 1^,hich rypic: yl.rst,l months. lhc r\{ r.ge Ulack Bclr
will gcncr.rtc $600,000 51,2s0,000,bcnef i is per annum, and largc
su! inss nre clain]( t by the hadifg cxpo-nents () f s i \ -s igmn.
For cxamplc, ( l I h is claimcd rcturns of g I 2 bi t t ionfron] i
ts invcstmcnt of $-15{)nr.
Weekl-Def ineand
Six-signr i o!cr! icw.rnclth( ' I )MAIC f tLrLlmnpI'rocess
'n.ppinHQu.r l i ty fun.t ion
r-di [rn m(de. ind
Orgarizntnr laluffectiv(rness conccpis,
- B.sic stntistics a11dLrsc of Excel/Mini tabI'rocess
capnbiliiy
svstcms annlysrs
Week 2 - Analyse- Statistical thinking
Hvpothesis tcsting andconfidenc!' in i.^rva 1sCorrelatn
analysisMulUvadatc anclregression analvsis
, Week 3 -
lmproveAnnlvsis of vnr inncfI)osign of crperimcnts. l - .chJr i
. r l ( xP|r inr. 'n is, l j r . rct l (n1nl t ictor i r ls'
lJ.rl:rn.cLl block d0si,ln, I
-
tt'xS x s lqnra process quat ty 3i1
Linking strategic 0bject ives wi th measurementof s ix -s igma p
ro Je c1ssi \ 's ignrn proic. t sr l rct ion tnkcs on di f fcrcnr
fnccs i r r d i f i i rc | t ( ,Ern-iz l t i (Ds. \ rvtr ik ' thc
oler.r l l g( [ l of . rnr s i \ s isrni pf t rJo. t shoLrtd bc
roimpro\ ' ( 'c( |shnn.r resul ts.rnJ business f t rsulrs, som(.
pr1, i ( , . rs rv1| n\1rs()n pf tx lu. t i ( 'n/scf \ icc d( ' l
iv . rv processcs, l fd oth. . rs r ! i 1(J.os ( j fL,us
ness/.onrnr.r , i r l t roccss.s $ 'h i rhc\ . r th( , f i ( , , ,
r tJ s i r -s ignr. pr tst( cts mrsi M l j , rkcJ t ( i thr h
ighcst .vf ls ol stnl i .gv in rhf ( rg i f tT,r t i (nr, r r ( l
be jn dj f t ' . t suf | , , f I , t stc{ i i i ( h|s i f .ss
r)bJ(\ r i ! . \ thf t r r t ( r t5sfk! kai r ( ) jDrpr l \1 bIs
inoss l ) . f lofnr.rn. f Inust h. , rArc.{ l ufor L)rhoi l r th.
bLr\ infs\ inr l op( r i r t iorrr l l { , r (Jcrship. i f ( i s ,
)nrc(n, rnusr L,cnssign(tJ { ,J i r ! \ ' l ] ' r , l ) . , r '
iJ1|rrLr l )k l i ) f rhc I r f ( ,J( \ . rs, is i f ( l l . rs
st)nr(1 ' r ( ,
l r l l r ( L)Lrsi f , \ \ J i \ ' f l , l jn) l ( . ts shoLr l
( l h. s, l ( . l r ( l t , , rs(11 (rr r t i . or) l . rnr1,)r i ,
! ) s st f , r l , , i l i { r ( , i r ls . r j r {J ( l , rc( t r
r r Sp(! r lk proi( t ls sh(, I l ( l l \ , , ) jDx! l, ' l inr l )
( \ i r l sr(h th i r j |5 .s cUsl{ , r r r (J. r 's ! l ls , r j t
r r vnlu. . r ( t { j , gr( \ \ th.(()s i
. r )LI ( . rsJr l l (D!. At rhr 0 l r r , f , r t j r r )s i .
\ ( , t , \ i \ s ig l r , r fnJl( \ ts shr)Lr i r l' l i l l l i (
t ( ) t ] l ,^ f r . r l l s l , . . rk, ! i .1tJ,r l r . I r i { l
i , r , ! l i ( ! r t rut ( i j r . ( r t \ i . \ ( ) l \ { .l , |
, ' , , t . r . r i , r ' . ' l
' , . r , . , . , , n. , t . |1. .J, . t . . , t t , t , , r , ,
,1 . , . . , , t I
l , \ ' ( 's ( r r L, _v (4\ ' r . i i , ! r . r l . I r ( l t r
. l j l i { , r l I r , l , l f I js th,r l t int t , ) \ t r . r t
{ , r t , (
r f , , rJs . r l l rnr l , \ t i \ ( \ .
Whcn i l . ( !ncs lo s. l ( \ . t i Ig s j \ s i t ' I , r I r1)
l f { l r , ke\ ( lU(,st i ( )ns \ \ , t r ( l rr" ' rs l l )c,r(1{
l | r s\r , (1 in( . lU! l ( ,
W l i . r l is lhr ' , i . r tL . , i l I l r f f r , lcL ls t r
( , ing ( (nrstr t0 t ( t?!Vhnl is lh( sL r) l t , ' l l l j f l )
r ) t ( \ . ls b( . inL . ( ! rst{ l r f r ( t?I l , 'w rLrn\ f f t
, i ( r ' ls s l i ( ,u l ( l bc iJ.rr l i , i ( . ( l 'W h. ' l
rn, th( . ( | i l ( r i , r J() , sf l ( \ t in i ] pfot( , . rs
llVhi l t \ p.s,) l r .sLr l ts nrnv b(. c\p.( l , \ t l fo, , r s,
\ s, i jJ I , r f f ( ) l f , rs.
l l ( ) l ( !1 scle, l ! r r (nI r ' l \ or j r ' r , j l ) ( l
(^ !n () i ,1,(nl( , r r Uf . rP|rR,. i ,h th)p-{ l , rw ,rppro. t
r l r . ( ! rs i (1es.r (o l r f , r r r i s I r , r lor L)usin{.ss
isnrfs. r joLtc. t r \ tsnnr l t lxrrrssi l t r rs.r(hJnrprrr n
srrr j r ! .nr , l l r , rgef nr(Nt r IcLr( ! tbv th$c bu' i fe. ,
issLrrs h ' br( \ rdt \ , ( l .J i ( , rh( . Lnrpf(r !1. f r r r r
i ( ) l j l t ,er-i \ { s, rst lb l ish peft{ ! nr . rn.e rnc,rs!
11,s, . r f ( t pR,p, ,sc s l r . r ( ,gr . i rnpf(^ r .ntrr t t fo
le. ts i { i th sP.ci f ic ant l nrc.rsurahl t , gr . r ts lh.r t .
i . M Dtr in Ig i !cn l i | r l r pcr io. l f , ( ) l l )h i r
rgrhis, terrnsi( l ( ,nr i f \p()crss.s,rn. l . r i t ic . r lto
Llunl i i \ ' .h.r i rctef is i i .s , r ( )nclu. t process brscl
in ing , I r11 iL lcnt i ryoppoftuniti(s f(Jr trnf.ovcm.nt. This is
rhc irvoLrr.{t.rpp,l).r.h rfd th.b.sLrn! h) i l ign ' lor . r l iz
. 'c l businss r1(,ds \ ! j rh ct i rpr fu ie gor ls.\h,r . l , . ,
, . , r ' i r ! 1, F, , t , , .n,1, t \ t , f . . , | , , r . r . .
.Jt t 11.r . , , , . . t -" ' , ! .e- . l , J l \ . . ' . , r , , r
tsr .1rr ,1. . r . , , , . , . r r" r . , r - . , t , . . I , i , r
1.1, , t , . , r
-
-
Xt 372 stat ist icat process Conirol
rcsol|e spc\iric quality probli,ms or improve proccss fl v. Thes
pr(!j( cLs should bc conslrjcreLi as '.n1as or opPo.hrnitics fof
impl.(^,em;rrt,,ns the' c1o nr)t al$..r,vs tii \\,ell $ith
th.'compin\,'s srratlrgi. blrsnrcssSr)als. For c\inrple, managers
m.rv be rryinit to id.,niify specitic n reas of$,asi . ' ,suPplv
pR)blcms,sUppl i | rqual i t r issues, or !nclear or impr.rc i
i_c,1l ' t . .drnic i l ' issuc's, .nd ihcn a projc. t is assigncd
to sot lc. spcci f i .pfobl..ln Wlth thi5 nppro.rch, it is easy fof
the opcraiional t.!el f;cus k)b!colr . . d i fnrsed i r i rd dis io
int f t l in r i ,ht i (nr b the higher strar( ,g ic r inrsnnd
dirc. t i ( )ns of th( busir less.
At tho tyo..s! le\ cl, six-signr.r p(,iccts shorrkl focus of
thosc proccsscsnnd cr i t i .n l 'k lqLr. l i t t
.hnl .ct(r isr ics drar oi f . , r thc grc.rk,st t innn. id l,
rnd cusnnncf rosul ts to l i ' | r t r . r l l i . rch pf t ) i (
,c i shoutd . rdr l f t ,ss nl tc,nst ( )nccl( .nrdrt rn lhc
org.rni / i l jo | 's k.y bUsin.ss obj( \ r i \ fs , . r l rd l ) {
' pr .opcr lv
lvrelr ic\ 10 use rq t tachinq pr0jecl proUte5sANO SUCCESS
Ih( or i t . r r r iz i t ion's k l , lcrshi f n. f ! ls n) i t
tcnl i ty i t t I r jnr l fy ,nr l ( r r iv .s,i ( lo,r l i lv ih,
f f | I l fy of f rnt( , I i l , )bt( \ l i !1,s lor er .h Lrusir
tss ( | i t . r r r ( ll r . rscl i rx lh kr ! fn\r 'sscs Li . lor
. r l j . fLght t r ( ) i ( t . ts . r I be sf t . . ( \ ll , l ) l
) l f I r i11,rs ncel l n, b( i ( lc I l r \ t . r r ( t . r r r .
r t \s( \ l iofrnp(, i I rsorrr .csolt r r ls l ( . r ( l in( l l i
. i f r r \ l i rc,ry s i r s igrru t ru l ( , . t s l l ,ut{ t bc
( t .srSrr . r j io' r l l inr . rn, l !
l ) , !x. t i t t l r . ( | \ ( , I ref rn( l / ( ) r inrpro\r ,
thc .or Ip.rn\ , ,s f f ( ) t -i l , r l r i l i l \ ' l jLr l |
|1)J( \ ts nr i , , J ls() r r ( \ \ l lo inrprJ\1, \ i i , , t (1,
\ f r , rP ( tor r r t inr( ,nn( l ( ,vef . r l l .npn. i lv
Su.(esslLr l f fo j ( , . ts, ( , r . f . ( ) rnplc l ( , ( I ,
shol td eIh idd r t t . is l s i \\ , . . , r1r r . . t r . , , r ;
. . r , / . I i i r . t , , , , , r t r , , . t . - h. , r . t .
1.1, t , . t -sh{)uld t {
' . l fc l fd L 'ns.r ] orr t | l poi( ,nt in l c.rsh Ur, \ ,c.n
(ruD lo t, , r ' r ' . r \ ,1 , r \ I . . . r i , , i . i , . , . r
t , \ \ \ , t r , . . t . r . . . . , r . t r . , , .l (ngth ot i
inr f i i $ i l l t , r lc hJ roDrplete ihc pr(r i . , . I . ( )
rgnnizr t ions nL)\rrhoosr ni drdic.rrc i inr( , . rnd nr(nrcv t {
, i ser ics , r f snr i p i ,J( ,c ls r . r i t r rlh,1n i r i i ,w
nrgr,pr.oj (cts thni $(Julc. l rc( l t r i r0 thc s inrc
invosrnrent i fmon.'\,, hmorn.i ft solrrrcs.
' Ihe k. ' \ , n) good projcf i select ion is to idcfr i f ! .
rn. l inrpro(, those pef-formnnco mcir ics th.r i $ i l l . ie l i
\ . r l lnan. i i t sU.c. ,ss a.d inrp.rcr thc ios-tom'r bJsc. Br.
lnalysi |g thc l r ( , r formrn.o oi thc kev |nci l jc t
lcrs,organj^hons c.1| b('tif|- mdcrsrnnd tlr(,jr opefrtnnrs nncl
.rc.ie a bnsc-
. how $cll a co ent pr.ocess is lvorknlg;
. iheorcticnlly ho , s,rll Lr proccss should rvork;
',, h.h
tnIpr i
sign
P'f i ,s inr l
lhc
Ih(
Ih(
clt'Pfgcnc
lhis
-
&srx s qnra process qra r ty 3t3 E
Itrx nrLrch l . rucess can bc inlpfo!(d;hotr nrLr.h a prucess
nnfror.emrnr i{itt nffcct crstorncf rcs||tls;Iro$' much inrp.ct 1""
ill b. fe.llizr,.l in costs.
Informat ionpr ior i t iz ingrequirements at prOject charter
stage forp r0le cr s
_
I ' r i ( r i l lz i fg s i \ 's ignrn pn) j f ( ts nroLr l ( l
h. b ised (D ioLrr f . rL.k,N I tx, i i rs lJn. l (n ' is lo dcl(J
nr inr thc pr() j ( . ( 's \ r l rk, to the L,us n.ss I t t s i \ s
ig l r r, rptn).r fh shoolJ bf . rppl lc{ l { )n l \ t r )pn, i (
,c lsurhfr . nr t f ( \ . rn( ,nts$i t ls i t f i l i r . rn l lv i
r fpr{1 th( , or j t rn l l r t i ( ) r r 's o\r , r . r t t in,
jnci . r t f . f lornrn| . , .nn(1, in pnr lkUl, I r p|1, i i l ,
ih i l i t \ " . I , iJ t , \ ls r l rnt t t , , n() l s i l tn i i
i l r r r l l , l.1
. r . r . . , . , r . , , r , t r \ . , r r . , \ . t i . r . .
. . , , , . 1. . ,+1t L, . t . , . . . , , I , , .t , r ( ) t ( !1s
sh()ul( l f ,n l ,c ( on\ idc(\ l i l l | l . ( r is . l { , t . r
\ r \ s i ! rn,r i . i r i . r r i \ ( . .\ r r f l \ l rc. , I r {
lh,n rs 1. 1( ! , ,Jru. l r ' l ( jw l , . I rL in l t t ,Lr i l '
t , j l )n\ i ( t { ,in ' r ' t r r l r i l { . rs l r lhr \ . rpf
lksto\ f lLr f lv , r l l , ) , ! . I r i / . r t i ( , , rs rr lh,
. I5 i ( lI
-
s gIr . r ( . r l ( g()r , " s 'h iL. l i r r \1 i to l ( r Lr j
( )n 1t( . t l , ] rA l , . r .L lh. I r ( r r .v lh. \r , f /
(Jsirr l t l ( r l f v b. l , ,11 l lx \ l ( ! rLs oI s,h,r t l lx
\ . r i i l r / ,h, r r . \ l \ur .l l r ( ,s. . ( inr l l . r . t
( ) r to l , ( , ( ( r rsr( l r f . ( l i ' l t r , f r ! )ur , r ,
nr lL r . ( l t i ( \oUr({ .sLs.( l l ( ) , , r is f l I l ( s ic i
] l . r . ! ( ,1 , ) l . i f r r ! i ,ss rrLr, l h,( , Isr l L, l s
i ! r i t i , rn ls. ' r ' r i r r t ,o l i ls . rnr l / ( , , l i
. I l . l s l r . I1, .l l r . l l r i r ( l l i . l ( ) r to l r (
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l r , . l r , l / r r , | ! t f l , , j r l ' r i r !nrrr , , \ l (
. j r$
l 'Lrd.r , I r : l r l ) : ' ) ' ! \ SLl tn,r l l ! . l l , , r
f , ( - )Urt r \ \ , \ ( r l ( l 1 le, \t l ' l l l5
wlst)r , ( ( l ) l r i t \ /L \ / ! , r r l ! r t t ) , \ l r t
t t \ . t ! i t , t l t t ar t ,l l r l i rJ\ \ r f l l r I l f
n.rr , r f | , (J\ lL j rd
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,tSrx s gma process qua 1y 3St I
II Discussion questionsI llxpl.rin thc statistical p.inciplcs
bchtn.t six,signr. pro.rss qu.rtitv
a.d wh\ i t is.rssociatcd $i th 3..1ppn1 deic.r fdrc. Sho". ihe
effc,ct ofIncrcrsrng signr i .apabit l t \ , on ' ( iefc,crs per mj
l t ion opportuni i ics,.lnd how Lhis rchk s to ilcfcascd
profits.
I Usi,rg proccss c 'rpabi l iy indkl s, such.rs c/1.rr( l a l ,
t (sec Chrpky I 0)r ' \p lah th. di f icrent pcrt(rnnncc levL, ls
ol I ro 6 signr i incrc.rsing bvrniL'gefs.
I I I . t . r i l the st . 'ps of lhc s i \ , \ igmn DMAIC mrih(
ologv (D. l ino,Mi ' i5ur( , Ani lysf , Inrprovc, ( lorrr-(n) r d
indic.r t . , thc roots nnJ lechniques ivhich I i ighl Lrc nptr()pr
int f nt . r rh st . rgc.
l ) ' ( ,Lr hn!1 hc(nippoi Ih,d ( , l1 f . r i ronsLi i ( ,ctof
( , f . r nrr f ( | t . r . tuf ing. l1d
sc' \ ' r . . . , )nrprnv whi .h hrs r f r r (Jr tupul , r r ion
fo ( tu i t i rv Jh.R,h.r \ .h(elr s.vcrr l ntn,npls lo i I rpR)\
'e th is dLI i fg lhc f r \ i (JUs t0 r . , ] rs,,h l r , l r ' \ ,
r , . , l r r \ . . , ' , - r r , , l rnr | . , , . . . t , t | \ \
. t , . . , . \ t ' t , . ,V
ir . l t | l l l .o lk i l ! \1,)df l Ihcs( h.r !e t , . .n . r
i bcst p,r in v su(.( ,ssI t i r r r l l ( l l thf ( r 'g,rnj / r t
i ( r r Pon. l r r t rLrnt ' i1 l l , , rns ot $. . rv( ,s ofnrnr '
. '8( !nrnt i ' r i l i , r t i r r \ .lVr i l ( , , r pf t scrr t
, r t ion f ( ) r t | l , bo.rr( l 1, i r t i f r . tors (n th. f (
) rJrprn\ , whfre\ ou scl
' )Ut th. e l rnre| ts () l i s ix s i f ,nI rpp(Lr( h l l ) l .
]ck l i IB th. f fuLll f r "s, . \p l . r i r r i fg t !hnl \ ! i l
l b( d i t f . r fnt t i r ihf pr( , ! i , ,us j , r i t i I l iv ,
,s, !VhI l is l ) (s i j tn ol l i \pfr i rn( 'nts ( t ) ( j t j )
t Whnl rr , lh( .b.rst . shJ)s i I
l ) { , l i .nd ho!! , lo they l i ' r I tog( lhrr n, s Pfort s
i \ -sr l tnr , r r f f fo.rch$l\ ' . l , . . , l i l r . l , , , '
,J . r 1. , , : , . . , | | , , , . , , t . , . r , . r . ,1. . , r
i . , , r / . , t i r .
\ ' ( ) " , i r r ( ( r rsr( l ( f ing ih l iLrn. l r ( ) t r 5
\ srgnr,r b,rsr( t ( (Dl inu() ,i t r l )11111111' .1 | (Jgrr I ln.
in lhf (onrp.r fv l t \ f t . r i f i Jer.r i l thc ter
\ , , . , i r t t , | | ' | | . . | | r . | | . . . , I h | , i
, r . . , . . , , . . t , , . . . . , - r , , . ,
pR)l . . ls lJr . r t $ ' l l
bc p.rr I o l thf rv.rr t ( )N,rr(1.
