The 80 20 principle (richard john koch) - presented by jennifer vu huong
[Jennifer vu huong]continuous improvement
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Transcript of [Jennifer vu huong]continuous improvement
2
1 Introduction
3
Methodology - DMAIC
CONTENTS
Conclusion4
Results
2
1 Introduction
3
Methodology - DMAIC
CONTENTS
Conclusion4
Results
Introduction – Company profile
The mission of the company is to ensure the best quality of software of phones to launch to the market in the shortest time without any issues
Introduction – Project overview
Period of project
• Within 6 months (Jan 2013 ~ June 2013)
Introduction – Project overview Recognize an opportunity in the project “Reduce the number of
software issues happened in the market”
Introduction – Data collection
Figure 1: The sales from June 2011 to June 2012
The sales decreased from 500M$ in June 2011 to 405M$ in June 2012
Introduction – Data collection
The number of complaints increased from 115 in June 2011 to 169 in June 2012
Figure 2: The number of complaints from June 2011 to June 2012
Introduction – Data collection
Figure 3: Complaint Type in 2011
The majority of complaints was related to software issues (55%)
Introduction – Data collection
Figure 4: Complaint Type in 2012
The majority of complaints was related to software issues (59%)
2
1 Introduction
3
Methodology - DMAIC
CONTENTS
Conclusion4
Results
Methodology - DMAIC
Define - Define problem/opportunity
Define - Project charter
Define - Project charter
Milestone Date
Define January 27, 2013
Measure February 29, 2013
Analyze March 21, 2013
Improve April 27, 2013
Control June 5, 2013
Measure - Understand Process
Measure - Tree diagram
Investigate the factors that impact the issue ‘ Lock up’ of phones
Lock up issues happened when using multitasks
Number of lock up issues per 1000 scenarios: 20After benchmark : 5
X Using 3 functions:Call, Internet, Maps
Using 4 functions: Call, Camera, Internet, Maps
Using 3 functions: Camera,
Internet, Maps
Baseline 5 11 4
Benchmark 2 1 2
Gap 3 10 2
Software issues/year
38 issues/year(Reduce 60%)
10 issues/year(Reduce 90%)
47 issues/year(Reduce 50%)
Phone issues/year
104 issues/year(Reduce 35%)
80 issues/year(Reduce 50%)
113 issues/year(Reduce 29%)
We should focus on testing phones with different scenarios using 4 functions: Call, Camera, Internet, Maps
Measure - Tree diagram
Measure - Process mapping - Cross-Functional Flowchart
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Analyze - Identify Causes
Analyze - Fishbone
Analyze - Cause and Effect Matrix
Cause and Effect MatrixCause and Effect Matrix
Analyze - Cause and Effect Matrix
Should focus on solutions which can solve the main causes Should focus on solutions which can solve the main causes
Main causes
Improve - Identify and implement solutions
Improve – Brainstorming solutions
Improve – Effort-impact matrix
Rank 4 Solutions Low Effort High Impact
High Effort High Impact
Low Effort Low Impact
High Effort Low Impact
Effort
Imp
act
Solution 4 was chosen because of its competitive advantages: low effort and high impact
Improve - Action Plan
Action Plan
Item Action Responsible Due date Status
1 General training VU THI HUONG May 1, 2013 ~ May 4, 2013
Completed
2 Training for each item VU THI HUONGTUYET MAI
May 5, 2013 ~ May 10, 2013
Completed
3 Assign one senior with one junior staff
VU LAN May 11, 2013 Completed
4 Kickoff meeting VU LANVU THI HUONG
May 13, 2013 Completed
5 Prepare test case VU THI HUONGTUYET MAI
May 14, 2013 ~ May 17, 2013
Completed
6 Execute test case TEAM MEMBERS May 18, 2013 ~ May 21, 2013
Completed
7 Execute exploratory test TEAM MEMBERS May 22, 2013 ~ June 1, 2013
Completed
8 Weekly meeting VU THI HUONGTEAM MEMBERS
Every week in May, 2013 Completed
9 Final meeting VU THI HUONGTEAM MEMBERS
June 2, 2013 Completed
Improve – 5S Sort:
– One person only keep: 10 ongoing test phones 2 base phones 2 competitor phones 5 Simcard of 5 operators
– Return to stores all other phones after finishing any projects Straighten:
– Keep phones in personal tray – Put them into personnel Cabinet when going home – Keep Simcard in the box– Fix all chargers with the wall
Shine:– Clean workplace before going home – Lock the cabinet – Turn off computers/laptops
Standardize:– Email reminders every week to keep clean workplace – Assign one person every day to check all cabinets and laptops before going home – Email reminders, inform Managers in the case someone does not following the rules
Sustain:– Print out the rules and place in front of the table to remind before going home
Control - Sustain Solutions
Control - Control Plan
Control Plan for the project 'Reduce the number of software issues'
Team: Model team Key contact: VU THI HUONG
Date (Orig):15 June, 2013
Rev. No:
Date (Rev):25 June. 2013
Specifications / tolerances
Capability Study Control Method
Process Step
X's Y's LowerTarget Upper Z Date SizeHow it's
measured%P/T Description Responsable Frequency Reaction Plan
Re-test with 1st selling and local country
with final software
Lock up, Reset, Power
on/off, No service, Blue screen issues
Software issues
1 0% 1%100 test
cases
15 June, 2013
10 sample
s
Count number of
issuesNA
One person will take care of 2 samples and run the
same scenarios with both samples
If phones work normally without
abnormal behaviors then the test cases
PASS
At least 2 times
executing one
scenario for one sample
Re-test if issues are found, then inform Managers if the issues are
critical, otherwise register the issues to Maintaining system
Exploratory test
Lock up, Reset, Power
on/off, No service, Blue screen issues
Software issues
1 0% 1%1000 test
cases
16 June, 2013
20 sample
s
Count number of
issues NA
One person will take care of 2 samples and run
the same scenarios with both samples
If phones work normally without
abnormal behaviors then the test cases
PASS
At least 2 times
executing one
scenario for one sample
Re-test if issues are found, then inform Managers if the issues are
critical, otherwise register the issues to Maintaining system
2
1 Introduction
3
Methodology - DMAIC
CONTENTS
Conclusion4
Results
Results – data collection
Figure 5: The average number of software issues and phone issues in 2011, 2012, 2013
Data was collected in July to Nov, 2013 after launching the phones that were tested in the continuous improvement project
Data was collected in July to Nov, 2013 after launching the phones that were tested in the continuous improvement project
Results – data collection
Figure 6: The sales in 2012 (Mar, Apr, May) and in 2012 (July, Aug, Sep, Oct)
The sales increased from 405M$ in March 2012 to 990M$ in Oct 2013
Results – data collection
Figure 7: The number of complaints in 2012 (Mar, Apr, May) and in 2012 (July, Aug, Sep, Oct)
The number of complaints decreased from about 160 in 2012 to around 70 in 2013
Results – Financial benefits
Reducerisk
Reducetime
Reducecost
Sales increased
from 405M$
(2012) to 990M$ (2013)
Phone issues
reduced from 160
to 70
Software issues
reducedfrom 94
to 14
Results - Safety Performance Scoring
Improved safety
performance score = 12%
Safety Performance Scoring System
Year 2012 2013
Active Leadership 18% 20%
Performance Expectations 30% 30%
Training & Application of Skill 17% 20%
Program Improvement 18% 20%
Lagging Indicators 5% 10%
Total 88% 100%
Results – Customer satisfaction
Number of complaints
reduced
Number of customers going to
warranty center reduced
Possitive respond from
customers
2
1 Introduction
3
Methodology - DMAIC
CONTENTS
Conclusion4
Results
Conclusion