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1. Lean Six Sigma – Green Belt Workshop
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Part 6

2. 2
Topics
Selecting CTQ Characteristics
 Process mapping
 CTQ Drill down tree
 QFD
 FMEA
 Performance Standards.
CTQ Drill down Tree
E.g. Ticket Counter at Movie theatre. From customer VOC to project metric.
Define
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3. 3
A CTQ drill down tree tool assists in choosing a project metric. It shows linkage between the
project
metric and the company goals. Once established it can be used in projects to help finalize relevant
project metrics.
A ‘Y’ is a dependent output variable. The higher the ‘Y’ in a hierarchy of ‘Y’ the bigger it is
considered to be.
A ‘X’ is an independent variable that effects the ‘Y’.
Topics:
Selecting CTQ Characteristics
 Process mapping
 CTQ Drill down tree
 QFD
 FMEA
Performance Standards
CTQ Drill down Tree
Define
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4. 4
Quality Function Deployment
Quality Function Deployment (QFD) is a structured approach to defining customer
needs or requirements and translating them into specific plans to produce products to
meet those needs.
It helps to understand:
 What customer wants when the customer requirement is not explicit or is
indirect.
 How important it is to the customer
 What the customer does not want.
QFD –Objectives
Understand Quality Function Deployment (QFD) as a tool.
Describe the steps of QFD.
Analyze output from QFD.
Define
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5. 5
Definition of QFD
is a methodology and tool to identify and translate customer needs and wants into measurable
features and requirements – converting the “what’s” in to “how’s”
QFD links the needs of the customer (end user) with design, development, manufacturing, and
service functions.
Used to identify Critical to Quality Characteristics (CTQ’s)
QFD is also known as the “House of Quality”.
QFD Matrix
Define
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6. Elements of QFD matrix:
Rows: The rows of the QFD matrix represent the customer needs (VOC)
Columns: The columns of the QFD matrix represent the CTQs that measure the customer’s need.
The cross section matrix cells are filled with values 1,3 and 9 depending on the correlation between
the customer needs and the CTQs. 1 represents low correlation, 3 medium correlation, and 9 high
correlation. The cell is left blank where no correlation exists.
The column next to needs contains the relative importance given to needs by customer.
The roof of the house is used to depict correlation between various measures
When the matrix is complete, to prioritize the CTQs or requirement:
Multiply the strength of each relationship (1 for weak, 3 for moderate and 9 for strong)
by the
priority number (1 to 5) for each corresponding customer expectation.
Add the results and enter the sum for each requirement at the bottom of the matrix. This
is the output of the QFD exercise.
It is not necessary to complete every cell of the QFD matrix. Typically, a QFD matrix would have 30-
50% of the cells filled.
Caution: An empty row indicates that the need is not captured by any measure. An empty column
indicates that the measure does not fulfill any need and is redundant.
Definition of QFD
Define
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7. 7
SIX SIGMA GREEN BELT- National Institute of Quality Certification. NIQC’s Restricted document. All rights reserved. This document cannot be Copied, Re-distributed, Transmitted or Printed
without the written permission of Director@niqcsixsigma.com
QFD in Six Sigma Project
Priority
Priorityweightage
Implementrecreationalactivitycalendar
Implementinhouseskillimprovementtraining
calendar
Hiringteamtoscreenexperiencedprofilesfor
hiring
Implement>1yearexperienceincallingfor
telecomprocessintheJobdescription
Evaluatetheremunerationgridwithleadership
involvingHR,CompensationandBenefit&
Recruitmentteam
Implemettherevisedgrid
Monitorweeklyperformanceofindividualteams
Provideaprocessandvitalitytrainingeverymonth
forallteamswithupdatedcontent
ConductmonthlyassesmentofTeammanager's
performancebasedonweeklyscores
Identifyconsistentteamfailures&recommend
processimprovementplan
Pullupbottomquartileteammanagersandstart
identifyingmembersimpactingtheirperformance
ConductsessionwithTraining,&HR
Implementchangesbasedontheprocess
requirement&floatthenewapprovedversion
Implementchangestothehiringassesment
thresholdsbasedontheprocessrequirement&float
thenewapprovedversion
Conductspecialtrainingsfortheidentified
membersfromalltheteams.
Implementchangestotheculture&preprocess
trainingassesmentthresholdsbasedontheprocess
requirement
Changestotheculture&preprocesstraining
assesmentthresholdstobeapprovedfromClient
beforeimplementation
LinktheHalfyearlyassementscoretotheassociate
Goalform
Conductprocesstest
Consistentlynonperformingmemberstobeona60
dayP-I-Pfollowedbyterminationifthereisno
improvement
TotalPriorityWeightage
Totalpriorityscore
Introduce Motivational
program among employees
4 4 4 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 32 8
Experienced people to be
hired by recruitment team
4 0 0 4 4 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 32 8
Offer good package to
experienced candidates as
per the market standards
4 0 0 0 0 4 4 0 0 0 0 0 0 0 0 0 0 0 0 0 0 32 8
Evaluate Team
Performance
5 0 0 0 0 0 0 5 0 0 0 0 0 0 0 0 0 0 0 0 0 25 5
Provide monthly refresher
training for every team
5 0 0 0 0 0 0 0 5 0 0 0 0 0 0 0 0 0 0 0 0 25 5
Assessment of team
performance on a monthly
basis
5 0 0 0 0 0 0 0 0 5 5 5 0 0 0 0 0 0 0 0 0 75 15
Evaluate the Identified
members skill set
5 0 0 0 0 0 0 0 0 0 0 0 5 0 0 0 0 0 0 0 0 25 5
Evaluate the Skill set
thresholds
5 0 0 0 0 0 0 0 0 0 0 0 0 5 0 0 0 0 0 0 0 25 5
Evaluate the hiring
assesment
5 0 0 0 0 0 0 0 0 0 0 0 0 0 5 0 0 0 0 0 0 25 5
Conduct special train
identified or non-
performing team members
3 0 0 0 0 0 0 0 0 0 0 0 0 0 3 0 0 0 0 0 9 3
Evaluate all assesment
thresholds of the cutlure &
pre process training
3 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 3 3 0 0 0 18 6
Conduct half yearly
process test
3 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 3 0 0 9 3
Disciplinary action against
consistently non-
performing menbers
3 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 3 3 18 6
Total 16 16 16 16 16 16 25 25 25 25 25 25 25 25 9 9 9 9 9 9
Priority Matrix of
Actionable items
2 2 2 2 2 2 1 1 1 1 1 1 1 1 3 3 3 3 3 3
Define

8. Analyzing the QFD matrix
Look for blank rows and columns-
 blank row means that we don’t have any measure to satisfy customer
requirement and
 a blank column means that we have a measure that does cater to any customer
requirement.
Identify processes/measures which have high impact on customer CTQ’s
Resolve negative correlations between measures/ processes.
QFD can be used in iteration to translate customer needs to process CTQs.
For instance - customer needs can be translated to functional requirements using a QFD. A second
level of QFD drill down can translate these requirements to product characteristics. A third level
QFD can then translate the characteristics to process output measures.
Topics
Selecting CTQ Characteristics
 Process mapping
 CTQ Drill down tree
 QFD (can be used in Improve phase also)
 FMEA (Can be used in Improve phase also)
 Performance Standards
Define
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9. 9
FMEA - Objectives
Understanding what an FMEA does
Types of FMEAs
When to use
Learn steps involved in making of FMEA
Failure Modes and Effects Analysis
FMEA is a structured tool to:
Identify failure modes for a process
Estimate its effect and the risk associated with it
Identify and prioritize probable causes of failure
Evaluate and develop control plan to contain the risk.
Types of FMEAs
System FMEA: Used to analyze potential failure modes in systems during the design
or concept stage.
Design FMEA: Used to analyze potential failure modes in products before they are
released to production.
Process FMEA: Used to analyze assembly line, manufacturing, transactional or other
such processes.
Define
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10. 10
FMEA Example in Six Sigma Project
Root Cause Solutions for Implementation Failure Mode
Effect on EDR( Effect on
desired result)
Severity
Occur
rence
Detect
ion
RPN( Risk
priority N.)
RMS (Risk
manageme
nt system)
RTP(Risk
treatment Plan)
Responsibilit
y
Age
Need to give priority in hiring for 25-30 years
agents.
Less number of walk in for
selection
Attrition & loss of
productivity
10 5 10 500 Reduce
Tie-up with other
consultancy
HR-
Manager
retention tool for those who are between 25-30
years
Position was not available
Attrition & loss of
productivity
10 5 10 500 Trf
Transfer to
H.R.Manager
HR-
Manager
Promotion & other responsibility for 25-30 years
agents.
Required approval not
available.
Attrition & loss of
productivity
8 5 10 400 Trf
Transfer to V.P.
for approval
HR-
Manager
Gender
Prefer to male agents in hiring. Do not fit for criteria
Desire output not there in
performance
8 5 10 400 Reduce
More
advertisment for
more walk in
HR-
Manager
Start contest between male & female agents.
Contest was not
interesting.
Desire output not there in
performance
10 5 10 500 Reduce
Motivated to all &
started compition
HR-
Manager
Motivational technique to perform better between
female & male.
Information not cascaded
to everyone for cont
Desire output not there in
performance
10 5 10 500 Reduce
Mentioned in
notice board
HR-
Manager
Eduation
Ask to recruitment team to get only B.com or B.A
qualified person
Shortage of graduates as
they are going for further
study
Impact on process quality 8 5 10 400 Reduce
Offer various
perks
HR-
Manager
Trained other agents Training Not effective Impact on process quality 9 5 10 450 Reduce
Certified trainer
selected
VP-
Operations
Tie-up with collages & campus placement of U/G
& Graduate
Candidate not interested
with package
Impact on getting qualified
agents.
9 5 10 450 Reduce
Increase salary
structure
HR-
Manager
Experience
Motivated expereice person by giving them
opportunity to share their knowledge with others.
Less number of walk in for
selection
Impact on Motivation 10 5 10 500 Reduce
Increased referral
program
HR-
Manager
Prefer more expereiced person in hiring.
Not providing package
according to market
standard
Impact on Motivation 8 5 10 400 Trf
Approval from
VP-HR for good
package
VP-HR
Given good salary pakage & opportunity to tenure
agents.
Responsblity not given. Impact on Motivation 7 5 10 350 Reduce
Transfer to
Manager
Manager -
Operations
Marital Status
Given opportunity to show their skills & more
responsibility
Rotational shift not possible
due to manpower
requirement in particular
shift
Impact on Quality. 8 5 10 400 Reduce
Increased
Manpower
Manager -
Operations
Hiring preference given for married Approval not given. Impact on Quality. 10 5 10 500 Reduce
Further request
from V.P.
Manager -
Operations
Start contest in married & unmarried
Agents are not available
due to high work pressure
Impact on Quality. 10 5 10 500 Trf
Approval from
Process Manager
Manager -
Operations
Retaintion tool given to married Approval not given. Impact on Quality. 10 5 10 500 Trf
Approval from
HR-manager
HR-
Manager
Define

11. 11
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