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:
Banking - Investments - Life Insurance - Retirement Services 3
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
Banking - Investments - Life Insurance - Retirement Services 4
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?
Banking - Investments - Life Insurance - Retirement Services 5
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
Banking - Investments - Life Insurance - Retirement Services 6
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
Banking - Investments - Life Insurance - Retirement Services 7
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
Banking - Investments - Life Insurance - Retirement Services 8
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
Banking - Investments - Life Insurance - Retirement Services 9
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?
Banking - Investments - Life Insurance - Retirement Services 10
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
Banking - Investments - Life Insurance - Retirement Services 11
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
Banking - Investments - Life Insurance - Retirement Services 12
Define Tollgate 7/19
Measure Tollgate 8/23
Analyze Tollgate 9/13
Improve Tollgate 9/28
Control Tollgate 12/13
Project TimelineDefine - Step 3
Banking - Investments - Life Insurance - Retirement Services 13
Summarize findings, present recommendations and document next steps.
Next StepsDefine - Step 3
Banking - Investments - Life Insurance - Retirement Services 14
• 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