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WHAT & WHY OF SIX SIGMA IN EDUCATION ?
Dheeraj Mehrotra (National Awardee)
Head, TQM in Education,City Montessori School & Degree College,
Lucknow, INDIA
Email: [email protected]
URL: www.sixsigmaineducation.com
Six Sigma in a trend for DEFECT ANALYSIS. In schools it might find a
bit jazzy to start with but the teachers need to be literate to
understand that it is a step towards PERFECTION of Results, Culture
and Expertise among the staff and students making it a QUALITY
WORKPLACE of Excellence and Expertise.
Send in your comments at [email protected]
An Introduction Integrated with TQM
THE CONCEPT:
The marching trend of the new economic order has generated a new capsule of
SIX SIGMA as a unified approach to process excellence. The tests reveal that it
has transformed some of the most successful companies in the world likeMotorola, GE etc. It is activated as an approach to aiming at the target by
changing the culture of a company, involving everyone in the company, not just
the Black Belts and Green Belts. The concept of SIX SIGMA is to identify the
problem in a process, set up project with the processes, evaluate the process
and work through the project in order to improve the process in totality. In the
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words of JACK WELCH, Chairman of GE, the SIX SIGMA, is “The only
programme I’ve ever seen where customers win, employees are engaged in and
satisfied by, shareholders are (rewarded), Everybody who touches it wins.” In
education it pertains of improving quality of matter taught, the character
generated of the pupils in certain and the quality of study and school life. With the
revolutionary usage of audiovisuals devices, like projectors, video conferencing,
etc., the students can also be asked to write papers on a particular subject and
after the presentation of papers, the discussion shall take place on the respective
subject. Under this method of imparting knowledge of literacy with quality, the
thinking, writing and presentation skills of the students can be kindled. Not only
this, the existing method of QUALITY IMPROVEMENT through SQCC (Students
Quality Control Circles) have had the value based concept as a simile for the SixSigma standards. It infuses a spike of excellence, emotional development,
humaneness and self discipline.
ORIGINS OF SIX SIGMA:
The concept of SIX SIGMA originated in the 1980’ as MOTOROLA in response of
the threat of Japanese counterpart got excited of the zero defects. Further the
concept broomed to Allied Signal and General Electric (GE), as a result it
became a news in 1996, that GE had made over $1Billion of cost savings. In
academics it is still in infancy. It is dependent on the management gurus for
implementation.
TARGET & TECHNIQUES OF SIX SIGMA:
The SIX SIGMA tends to raise customer satisfaction by reducing the number of
defective from a process to 3.4 defective per million. The progress towards the
target is measured by the sigma rating. If it can not be measured it is bound to
have a raise instead. Again in academics, it standardises the enhancement of the
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result by percent increase. The defects here symbolises the failures or the third
divisioners.
WHAT & WHY OF SIX SIGMA ?
Six Sigma applies a systematic methodology for improving organizations’
processes, based on rigorous data gathering and analysis. The approach
focuses on helping organizations produce products and services better, faster,
and smarter by improving the capability of processes to meet customer
requirements. Six Sigma identifies and eliminates costs that add no value to
customers. Unlike simple cost-cutting programs, however, Six Sigma delivers
cost cuts while retaining or improving value to the customer.
Six Sigma is a highly disciplined process that helps an organization focus on
developing and delivering near perfect products and services. The methodology
is based on established statistical process control techniques and data analysis
methods. It features systematic training of all personnel involved in the activity or
process targeted by the program.
The Greek letter d (sigma) is a mathematical symbol that represents a measure
of variation: the distribution around the mean of any process or procedure. The
term “Six Sigma” mathematically defines an optimum measurement of quality:
3.4 defects per million events. If an organization can reduce its product’s
average deviation, then less of it will be faulty and cost savings result. In other
words, do it right by progressively monitoring and eliminating mistakes.
Understanding what the customer considers “critical to quality” is a cornerstoneof any successful Six Sigma initiative. The link between Six Sigma and business
process thinking often determines the span and depth of performance
improvements. Both incremental business process improvement and Six Sigma
are intended to develop focused solutions to eliminate root causes of business
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performance problems without radically changing existing processes or
organizational structure.
CULTURE OF SIX SIGMA:
The work environment or the quality of work life suggests the culture with
permeates a company in the desire of all staff to achieve that target, to increase
customer satisfaction, to increase efficiency, lower costs and improve profitability.
This culture provides an important and continuing focus to management. The
quality of SIX SIGMA penetrates applying to all of a company’s business,
whether ‘defective’ means an out-of-specific time coming off a production line,the amount of ‘re-work’ in a batch of a product, a document with a misprint, or an
overlong delivery time. Now, the implementation in the educational arena
requires the significance of the teaching fraternity as the employees or the
workforce in general. The customers tend to be the parents who pay the fees and
want quality in return of the good result of their wards.
APPLICATION OF SIX SIGMA IN EDUCATIONAL INSTITUTIONS:
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VOS – VOICE OF THE STUDENT
VOP- VOICE OF THE PARENT
Every Six Sigma project should satisfy the
STUDENTS/ PARENTS
need and requirements.
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The following are some of the common processes in the educational institutions
which can be significantly improved by applying the Six Sigma methodology:
* academic achievement
* the process of college admission* teaching and academic programs
* study program and process
* institutional effectiveness
* student learning performance
* evaluation of the instructional delivery
* the accreditation process.
The implementation or application starts with the recognition of a problem, and
the defining of a project to cure or alleviate that problem. The dependence of any
standard of academic or production is totally dependent on the following format
for DMAIC.
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The project is undertaken by a team using DMAIC, meaning DEFINE,
MEASURE, ANALYSE, IMPROVE and CONTROL. These are defined well as:
DEFINE : The definition of the project/ assignment, using process map,
application area, desired improvement, likely benefits etc. The importance lies of
having the chance of a high successful delivery of better quality and saving costs
in totality. Here in context of academic strata, the failures include the definition of
the problem in as an identity. The others may include projects like real life
problems pertaining to “DISTRACTIONS IN THE CLASS ROOM” for example.
MEASURE: This involves the analyses of the process to determine its present
state and the future, as obtained. The data collection is a well suited frame for this.
ANALYSE: This involves the data analysis for identification of parts of process
which affect the quality of the problem.
IMPROVE: This adds to the process to find a permanent solution to the problem.
This may involve better forecasting, better scheduling, better procedures or
better equipment, specifying, teaching techniques, work environment for the
teachers and school campus quality life.
CONTROL: Involves the process of closing the problem by putting in the right
procedures and management statistics.
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SAMPLE SIX SIGMA PROJ ECTS IN
INSTITUTES
Learning
Teaching
Discipline
Attendance
Parents’ Satisfaction
Teachers’ Contribution
Commitment towards Work Life
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SIX SIGMA TARGET ISSUES INCOMMON
• academic achievement
• the process of college admission • teaching and academic programs • study program and process
• institutional effectiveness • student learning performance
• evaluation of the instructional delivery • the accreditation process.
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SIX SIGMA PROFESSIONALS:
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AS IN ACADEMIC INSTITUTIONS (AS UNDER)
BLACK BELTS:
They represent the Six Sigma experts with a thorough grounding with the ability
to lead the projects, an upper hand over Green Belts. The incharges of Senior
School include in this gentry. In industries, the project leader is called a Black
Belt (BB). All BB candidates should have a history of accomplishment. A BB
assignment typically lasts for two years during which the BB leads from eight to
twelve projects, each lasting approximately one quarter (large projects are
broken down into segments of approximately one quarter). The projects will
likely come from different business areas, thereby giving the BB a broader viewof the business. Reporting on the projects and documenting their impact are
important aspects of the BB experience. They enhance the fast-track aspects of
the BB experience.
GREEN BELTS:
These represent the Six Sigma Practitioners, with a thorough grounding of the
approach. The Incharges of the Junior School, Primary School activate as these
designators. The project team members are called Green Belts (GBs), and they
do not spend all their time on projects. GBs receive training similar to that of
BBs, but for less time. They typically get their training to participate in an
important project for their business. Six Sigma project participants, such as BBs
and GBs, tend to be agents of change who thrive in the new business climate of
constant change. They are open to new ideas and are used to rigorously
evaluate new ideas.
MASTER BLACK BELTS:
These represent people who spend their time on SixSigma, assist leadership for
projection and consultation. The Adiministration Officer or the Vice-Principal act
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this position. Master Black Belts (MBBs) are resources for the project teams.
MBBs are often experienced BBs who have worked on many projects. They
generally have knowledge of advanced tools, business and leadership training,
and teaching experience. A primary MBB’s responsibility is training and
mentoring new BBs in the organization.
CHAMPIONS or LEADERS:
They are the senior managers who ensure that resources are available for
training and projects and also conduct reviews. The Principal activate this goal, in
collaboration of the management.
IMPLEMENTATION OF SIX SIGMA
With the outcome of the implementation of this novel concept, researchers have
found that successful deployment of Six Sigma involves focusing on a small
number of high-leverage items. The following are the steps needed for the
successful implementation of this concept:
1. The success improvement must start from the senior level of leadership. This
is done by providing training of the principles and the tools needed for the
purpose. Simultaneously, the steps are taken to “soft-wire” the organization and
to cultivate an environment for innovation and creativity, at totality. The
generation of Quality Improvement Teams at the level of Principals and other
members of the management.
2. The module is developed for establishing close communication with
customers, employees and suppliers. This involves developing rigorous methods
of obtaining and evaluating customer, employee and supplier input. The teachers
act as these database for reporting and conduct of study.
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3. The assessing is made of training as an indispensability. The remedial basic
skills education is also provided to ensure that adequate levels of literacy and
numeracy are processed by all employees/ teachers.
4. A standardised framework for continuous improvement is developed with a
system of indicators for monitoring progress and success.
5. The six sigma projects are conducted by individual employees and teams lead
by Green Belts and assisted by Black Belts.
With the above mode of conduct of implementation of the SIX SIGMA, the
research proves that firms that successfully implement Six Sigma perform better
in virtually every business category, including return on sales, return on
Investment, employment growth and share price increase to the level of
production within an organisation. With the above as an essential tool of
productivity and enhancement of quality, as an everlasting strategy has been the
need of the day. What strategy has to be applied in today’s educational arena is a
thoughtful concern on the part of the management to dwell into. The above
management technique is a proved methodology of success by one and all and
pertains to KAIZEN or the continuous improvement philosophy.
IMPLEMENTATION OF SIX SIGMA:
How to get it started:
First, identify the organization’s key business processes that deliver value directly
to the customer and stakeholder. Most educational institutions have between five
and eight core customer and/or mission-critical business processes. These
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processes include college admissions, academic achievement, faculty and staff
development, and academic process management and improvement planning.
Map these processes at a midlevel and measure the current process results.
Detailed process flows, like those you’d find at the work-instruction level, aren’t
necessary here. Instead, outline the major handoffs between functional
organizations of the business. Next, identify the most important issues or
“disconnects” between the customer and the school/educational institution’s
perspective, and involve the leadership team in prioritizing them.
Next, decide on the required scope of improvement and whether to perform
process improvement or process redesign. Process improvement usually fixes a
segment of a larger process, whereas process redesign involves building a newprocess to replace an old one. Initially, small to medium-sized schools/colleges
should begin by performing process improvement using basic Six Sigma
methodology and then measure the results and quantify the savings.
Although these steps appear straight-forward, they’re far from effortless. In fact,
the following are just some of the elements needed for success:
* Visible top management commitment
* Keen sense of urgency
* Clear definition of customer/stakeholder requirements
* Shared understanding of core processes and key customers/stakeholders
* Honesty in measuring current performance
* Discipline in prioritizing the critical few improvement projects
* Communicating success stories and proving that the approach works
* Rewarding and recognizing the performers* Institutionalizing the approach.
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IMPLEMENTATION OF
SIX SIGMA
Your STUDENT wants results and theywant them yesterday. You don’t have theluxury of time.
Make sure you can get measurable resultsbefore you ever start a project.
You can do this by using this guide makesure your project selection process is as goodas it can be.
Nothing can guarantee a project will besuccessful but poor project selection is themain reason why projects fail.
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A Rising Example on Implementation of Six Sigma In Education:
Teachers, according to Hodges (who is one), are great at solutions. Often before
they have even identified the problem, they have a solution – or two or threesolutions. So, Hodges began every meting with teachers by asking these
questions:
* What’s the problem?
(“Often, I’d get two or three problems they had thought were only one.”)
* How do you know?
* What are some of the root causes?
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* What treatment can we apply?
* What are the results likely to be?
After many repetitions of this process, the teachers began to see the value of
identifying the problem before tackling how to fix it, Hodges said. One story in
particular illustrated how understanding a complaint requires an understanding of
the real problem:
Many of the teachers frequently complained among themselves about the poor air quality in the classrooms. Poor air quality led to increased absences, more
asthma attacks and labels of “sick building syndrome.” The problem was
examined carefully using a Six Sigma approach. An environmental specialist was
involved, and data was gathered and analyzed by a team consisting of a teacher
and a custodian. What they found surprised everyone. Some of the teachers kept
animals in their classrooms, with no protocol for caring for them or cleaning the
cages or other husbandry issues. Some teachers, for lack of appropriate space,
had placed books, papers and other materials on top of ventilators, thereby
blocking effective air circulation in those rooms.
Once the factors were identified and analyzed, curative measures could be
discussed, chosen and implemented. The result of the Six Sigma project was
clean air. Plus, the teachers were thrilled that their grievances had been listened
to, and that a solution had been found. To top it off, the school district was
honored with an indoor air quality award.
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IN A NUTSHELL
6 Sigma is a Quality Philosophy.
It's a philosophy that talks about attainable
short-term goals while striving for long term
objective. Viz. Learning Teaching Discipline Attendance Parents’ Satisfaction Teachers’ Contribution Commitment towards Work L ife
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The belief of the above says that it is a great success. In addition:
With careful use of the methodology, the teachers analyzed every aspect of the
problem, and began to see that it was quantifiable. The result was to pilot onetextbook through the ninth and tenth grade levels (and advanced eighth grade) in
all schools in the district. At the end of that period, with all students literally “on
the same page,” they would be able to test on a particular core of knowledge.
Test results would be quantifiable, and there would be the added benefit of a cost
savings. With all the schools buying the same textbooks, a larger discount could
be negotiated.
SIX SIGMA ISSUES DEPEND ENTIRELY ON:
Visible top management commitment
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Keen sense of urgency
Clear definition of PARENTS’ requirements
Shared understanding of core processes and key PROBLEM PARENTS
Honesty in measuring current performance/ satisfaction
Discipline in prioritizing the critical few improvement projects
Communicating success stories and proving that the approach works
Rewarding and recognizing the PARENTS/ STUDENTS
And above all developing a WIN-WIN approach …………
Six Sigma for the Future
Hodges is full of ideas for new projects and issues that he has long wanted to
explore, both on the business side and the educational side. Among these are:
* Using a web-based system (which already exists) to assess what the
students actually know.
* Employing an internet resource to order textbooks, so that one person,
and not four, can order books for the coming school year, and then check the
distribution of those books as they are shipped to the various schools.
* Finding out why teachers are hired to perform one function, and end up
doing something entirely different. This happens quite frequently, Hedges noted.
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A workable on-line system for applications for teaching positions is one of
Hodges’ pet projects. The district had one, “but no one used it,” he said. A new
system is now under development. It is being designed with data gathered from
analyzing and testing the old system which had multiple deficiencies. The
concept – to eliminate some of the paperwork in job applications – was
admirable. “But there was no customer satisfaction in the program,” Hodges said.
The old on-line system was difficult to use, cumbersome and tended to quit on
users before they had finished the application. Today, in the traditional
educational arena, the teacher performs different functions like planning,
evaluating and locating appropriate instructional resources, developing
complementing instructional resources, handling administration, laisoning withstudents/ parents/ administration and teach as well. In addition the teachers do
have to take care of slow learners changes in syllabi, discipline and adhering to
the overall development of the child.
The big concern of the survival and success of an institution depends on the
extend to which it looks to the future, identifies the opportunities in the turbulent
world around it and adapts its special competencies to those opportunities. In
general terms, strategy is the fundamental means an institution employs to
achieve a match with its environment, or, alternatively, a pattern in a stream of
actions or decisions which relates an organisation to its environment. As we
move forward, the role of that information services assumes on campus will
surely expand to accommodate the burgeoning technology that is finding
increasing use in Higher Education. Its role will not only be to provide the
traditional academic and administrative computer services, but to develop
standards for networking computer acquisition, data interchange, video
transmission and whatever other areas are included under his or her control.Attendant to this activity will be the development of organizational structures and
enabling policies that will allow the nation to better utilise the technology to
satisfy the academic goals at a large. With the accelerating phase of the advent
of Information Technology there is an emergence of a new social order. This has
made the need for computer literacy among the masses indispensable. Rapid
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progress in the area of electronics and space technology have contributed
substantially to this phenomena in way with the implementation of Six Sigma In
Education.
Commitment involving the sense of ownership quality among the workforce has
been the root cause of the high competitive environment of the war for TQM
among the similar organisations of today. The sense of commitment can well be
dwelled into the minds of the humanware by reflecting into them the sense of
willingness through motivation, training and inspiration by the management.
There has to be a strong dedication towards the job to be executed not for the
sake of duty but responsibility.
In the educational arena, the commitment on the side of the teachers plays an
important role as it brings in totality the better result and not only for the
betterment of the students and the community but also fame to the organization
at large. Comparably, to the highlightning fact of the education industry of the
present scenario, there has had a rough weather of satisfaction of the parents,
the ultimate customers, due to the existing ‘TUITION Mafias’ of the schools.
Unfortunately, this sorry figure has been the alarming issue for producing quality,
in the march towards TQM in academic cell. The teachers, under this category,
don’t take interest in their job of conduct, during the class hours and are often
interested in minting money by teaching in coaching institutes. The parents of
this felled lot, have no option but to get their wards admitted into these so called
coaching (scorching) classes, in order to benefit their wards as their ultimate
duty. This sorry figure has been practised by over a majority of the Government
schools, producing a blow to the philosophy of quality in academics. This even
leads to the ridiculous aspect of this philosophy. But we as teachers have abound responsibility to produce a revolutionary phase of change in the academic
arena which would develop a strong cell of commitment towards the teachers of
these affected lot, in order to bring laurels to the society.
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Gone are the days when “Education” was considered as a ‘Social Work’ for the
masses, and literacy a gift to the mankind. Today is the age of professionalism.
Here we treat the students as a product and a customer, which has an
expectation of total students as a product and a customer, which has an
expectation of total satisfaction through the school, the once known temple of
learning. It is highly debative of the fact that education is an industry, as the
majority of us support being against the same. But when we see the real phase
of its existence to our surprise, there is certainly an acceptable fact to this saying.
After the declaration of this an industry, the experts have come across to
implement the concept of quality management in this arena, through the
implementation of quality circles, and much to the surprise, it has had a wide
acceptance world wide. It is through this basic concept, the students are giventhe liberty to come up with their problems, find probable solutions and produce
the same before the management for implementation. All in all, the management
theory in this direction, practically involves the promotion of the sense of
belongingness, without which, the work force consider it normal to rapaciously
grab whatever they can lay their hands on with ease, without keeping the interest
of the company they are working for. Under the streams of personal
management, which covers the promotional activities of the employees towards
profitability, an organisation can be truly effective if the employees feel satisfied,
are continuously developed in skills, knowledge and behavior, show commitment
to the objectives of the institution/ organisation and are ever willing to rapidly
change the way things are done as soon as they realize that the utility of
something is over. The sound applicability of the flow of inspiration through the
department heads and the tablets of motivation out of every success from the
side of the management, representing the top manager, is the main result
oriented capsule in this direction. Conviction and commitment are the two rootcauses or any organisation to progress with the aid of total work culture of the
employees and it results applicable for Total Quality. Through the framing of the
quality circles, there is a certain involvement of the pertaining participative
culture, with commitment, conviction and ownership among the employees with a
step towards the attainment of TQM. This small group activity is certainly a big
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activity, yielding big results for a big growth of the organisation. It is also
worthwhile to remember of the fact that the due recognition to a workman at the
appropriate time will give him the satisfaction of deriving the benefit of
participation in QCs (Quality Circles Approach) of learning. It helps to promote
this concept within the organisation and sets up an example for others to show
off their hidden talents and interest for the organisation. Surely, but in a slow
pace, this set up is bound to render happiness on the part of the worker and
results in auguring well for the organisation at large in the long run.
The best thing about Six Sigma in the schools, according to Hodges, is that, with
help from his colleagues, he has been able to effect change in areas that
everyone agreed needed serious overhauling. Six Sigma is now so integral tohow things are done in this school system that Hedges teaches it in his classes.
“I teach students to follow the same methodology I’ve had their teachers use.”
What lies the fact is the inception of this tools of productivity and Quality as the in
thing in Education towards excellence in Education in a big way. The need is the
universal acceptability.
CONCLUSION:
One ought to be proud of the fact that no single aspect of our future has been
debated more hotly than education. Our hope for the next century is that
education finally will make the individual’s dream a reality for every member of
our society regardless of race, economic background, gender or religions
affiliation. There is no question that the technological developments during the
last several years are creating more educational opportunities for our citizens --
or at least for some of them. Educators from pre-schools toddlers through college
have embraced the new technology, and most believe it will provide an increase
in learning opportunities for students. Inspite of the fact that school corporations
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and colleges have spent tremendous sums of money on technology, many are
still left behind. Spending more and more money to support technology, that too,
affectionately referred to by educators as the toilet that keeps on flushing, may
be achieving the intended purposes for some, but is it really achieving the
intended purposes for all. Or for that matter, is technology, in fact, helping more
students than was the case previously.
In order to achieve the above as opportunities to the academic scenario, in
addition to patience, participatory management among well-trained and educated
partners is crucial to the success of TQM in education; everyone involved mustunderstand and believe in principles. Some personnel who are committed to the
principles can facilitate success with TQM. Their vision and skills in leadership,
management, interpersonal communication, problem solving and creative
cooperation are important qualities for successful implementation of TQM.
References:
Six Sigma in Education
...www.isixsigma.com/library/content/c011029a.asp
Applying Total Quality Management In Academicswww.isixsigma.com/library/content/c020626a.asp
Quality in Education: Quality In Education?
www4.asq.org/blogs/edu/ 2005/11/quality_in_education.html
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jGuru: Dheeraj Mehrotra’s Forum Answers
... jguru.com/guru/viewforumanswers.jsp?EID=1255995
Attaining Quality Through Literacy by Dheeraj Mehrotra
indianest.com/opinion/0052.htm - 31k –
Informing Science Institute ::: Main Page
...informingscience.org/
About Six 6 Sigma
From Dheeraj Mehrotra and iSixSigma.
www.i6sigma.com/me/six_sigma/default.asp
Applying Total Quality Management In Academics
europe.isixsigma.com/library/content/c020626a.asp
Total Quality Management In Education
...totalqualitymanagement.icestotal.com/ totalqualitymanagementineducation/ -
software quality assurance testing - an introduction
...www.more-quality.com/ -software-quality-assurance-testing.htm –
Transactional Best Practices...www.healthcare.isixsigma.com/bp/transactional/
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