Six Sigma Overview

A 50,000 Foot View Of Process and Problem Analysis

and Solutions for Corrective Actions

Definition

• Six Sigma is a process of corrective action and measure to achieve .99977 percent accuracy

• Sigma represents number of deviations per million opportunities (DPMO)

• Simple translation – number of errors in a process for every million times you perform that process

Source: W. Edwards Deming – TQM Industry Innovator & Leader

Can That Be Possible?

• 3.4 errors per million pieces of mail is a stretch for you resources – especially in this economy

• The program is built to improve current process measures / reduce errors / increase efficiency in your operation

• Most mail centers may run at a 3-4 Sigma• Your goal using this tool is to improve to a 4

then a 5 sigma by reducing errors and waste

“Six Steps” Approach• Identify the product or service you provide• Identify your customer and what that customer feels is important

in your product/service (Critical to Quality)• Identify the “satisfaction” level for delivering your product/service

(Compliance & Voice of Customer)• Define the process for making that satisfaction a reality• Make your process mistake-proof and eliminate waste• Ensure continued improvement by measuring, analyzing and

controlling improved process. IMPORTANT:• Never try to lead process activity to a “suspected” outcome• Always let the process lead you to the solution

Key Components

• Process of identifying errors• Weighing value or “damage” of errors• Defining steps to change your steps• Focus on risk, impact and what your customer sees• Science (math too) approach to correction• Test all solutions - kick the tires!!• Follow up and REPLICATE the solutions whenever

and wherever you can

Effective Solutions

“A good solution becomes a great solution when you can apply it to other problems in your operation.”

Example:Delays in delivery due to broken or occupied freight

elevator – limiting access to deliver on time• Solution: Mail placed in satchels for delivery through

passenger elevators – full access• Additional solution: Completed copy work can be

returned to originator using luggage cart instead of hand truck – access via passenger elevator

DMAIIC – The Success Blueprint

• Define – Your project • Measure – Your current process• Analyze – Gather data for determining causes• Improve – Cost & customer benefits• Implement – Gain buy in to activate changes • Control – Report findings / results scorecards

Six Sigma Benefits

• Forces you to study your process• Data systems set up – “You cannot manage

what you do not measure” • Customer views of success are defined• Process is cost-sensitive to economy/budgets• Interaction with customers and management

to secure support for your solutions• ADVERTISEMENT of your success!!!