!tags:: #lit✍/🎓course #status🚦/🟢green
!links:: Operational Excellence, Six Sigma
!ref:: Operational Excellence Foundations

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Reference

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Notes

• VOC (Voice of the Customer) --> CTQ (Critical-to-Quality Requirements) - Measurable performance characteristics of a process, product, or service that are critically important to a customer

• Kano model - Dissatisfiers, satisfiers, and delighters

  • Dissatisfiers - Essential attributes whose absence will make customers dissatsified -> "Must have", "must be"

• Reducing variance improves quality

• Quality at the Source (QATS) - Quality is assured when work is performed, rather than when inspection is performed, to avoid passing defects downstream (Categories: By Design, By Process Monitoring & Control, By Self Checks & Verification)

• Quality by Design - Error prevention built into the design (poka-yoke) e.g. online form prevents user from submitting form if all required fields are not filled out

• Error Proofing

  • By Prevention
    • Credit card authorization for in store pickup
  • By Facilitation
    • e.g. Anti-lock brakes
  • By Detection
    • e.g. Seat belt beeping when people don't put on their seat belts

• Types of Waste (Acronym: TIM WOODS)

  • Transport
  • Inventory
  • Motion
  • Waiting
  • Overproduction
  • Overprocessing
  • Defects
  • Skills (Underutilized)

• Value Stream

• Theory of Constraints - The output of the value stream is only as fast as the slowest process/tightest constraint

• Push vs Pull as it relates to production

• Just-in-time flow

• Types of Process Maps - High Level, Detailed, Swim Lane, Value Stream

• 2 FMEA Types - Design (Evaluate functions, systems, and components) & Process (Evaluate each process step)

• DMADV Methodology - Define, Measure, Analyze, Design, Verify

• Kaizen AKA lean event/workout: A well-organized, structured, and facilitated event to improve a work area, department, or an entire value stream

• Six Sigma DMAIC - Define, Measure, Analyze, Inspect, Control.

• Design for Six Sigma (DFSS) - Framework for adjusting customer needs systematically - Quality is "designed", not inspected, requirements flowed down, quality is predictable

• Maintaining Operational Excellence -

  • Verify employees have the means of knowing...
    1. What's important in their key job roles in a process or value stream
    2. What to do in the process
    3. When to intervene
  • Employees in key roles should have the necessary process authority, responsibility, and accountability
  • Managers and process owners have access to resource tools, techniques for design, improvement and control
  • Ensure every project is actually necessary (unneeded projects generate significant waste)