BPMS 03 Critical Customer Issues

CustomerFocusedSixSigmaCriticalIssues&OperationalDefinitionsBusinessProcessManagement3-2ServiceQualityCostDeliveryDistributorInternalOEMUserCustomerExpectationsWhatarethemajorcustomerexpectations?CriticalIssuesSpanUnits&ScaleProcessOutputMeasureCTCIssuesScorecardstoManageResultsIndicatorsofProcessPerformanceCoreandEnablingProcessesCritical-to-CustomerOutputsCustomerFocusedObjectivesCSIPO•Whatarethecustomers’criticalissues?•Whataretheoperationaldefinitions?3-3EstablishingaFactualFoundationCustomerVoicesOperationalDefinitionsCriticalCustomerIssuesCTQ3-4WhatisaCustomerVoice?Definition…anindividualstatementofacustomerproblemorissue…amajorneedthatisnotbeingfulfilled.3-5EquipmentInformationMethodsEnvironmentPeopleMeasuresProcessOutputsStratificationFocusonProcessOutputsWhatcustomerexpectationsarenotbeingmet?DAVE3-6AffinityChartingUsetheAffinitychartingprocesstotranslate&prioritizeCustomerVoicesintoCriticalCustomerIssuesQuestionQuestionQuestionGroupvoicestoclarifyrelationshipsChosethestrongestvoicesandWriteCTQOperationalDefinitionsWriteandunderstandcustomervoicesAgreeonthebrainstormingstatementVoice3-7QUESTIONStep1:DetermineBrainstormingQuestionPreparelargechartpaperasneeded.Usinglargeblackmarker,writetheme/questioninBLOCKLETTERSinupperleftcornerWhenwedonotmeetcustomerexpectations,customerssay…?3-8Step2:WriteCustomerVoicesItisokayifthevoicestatementsarenotwrittenperfectly.Theywillbeimprovedlater.Theconceptsbehindthevoicestatementsarewhatisimportant.YouareanadvocateforyourmostimportantcustomersYouareexpressingdiversityofvoicesfromyourcustomers’perspectives–voicesthatdonotimplyasolution,onlyaproblemPleaseWorkinSilence3-111)PlaceallNotesontheleftsideoftheFlipchart2)MoveeachNoteincenterofFlipChart3)AuthorofeachNoteexplainsmeaning;ifitisunderstoodbythegroup,moveNotetoright4)CompletethisprocessforallnotesStep3:ClarifyMeaningofeachNote3-12Step4:GrouptheNotesPlaceallunderstoodNotesrandomlyontheFlipchartWorkingsilentlyatfirst,arrangetheNotesintosmallsubgroupsbasedontheirsimilarity(affinity)?3-14Step5:SummarizeCustomerVoices1)ReviewallnotesandgroupsontheAffinitychart2)Eachteammember,usingaredpen,placesainthelowerrightcorneroftheimportantnotes3)Ifanotehasa,readitbutdon’taddanother4)Takeoff,butsave,allnoteswithouta1)ReviewallnotesandgroupsontheKJchart2)Eachteammember,usingaredpen,placesainthelowerrightcornerofanynotehe/shethinksismostimportant.3)Ifanotehasa,readitbutdon’tadd4)Takeoff,butsave,allnoteswithoutaABVoiceVoice3-15Step5:Summarize…continued1.Eachteammemberselectsthenotethatisthemostimportant(asthecustomeradvocate)2.Whenallteammembershavechosenonenote,eachwilltaketurnsexplaining/describingtheirrespectivechoice.3.Whenallmembershavediscussedtheirchoices,theneachwillchooseonemorenote,againexplainingthereasonsforthechoice.4.Removebutsaveallremainingnotes.CVoiceChoosemeplease!!3-16Step6:OperationalDefinitionDefiningtheMeasureoftheCTCIssueDefinitionAnoperationaldefinitionisaprecisedescriptionthattellshowtogetavalueforthecharacteristicyouaretryingtomeasure.Itincludeswhatsomethingisandhowtomeasureit.Purpose•Toremoveambiguity–Everyonehasthesameunderstanding•Toprovideaclearwaytomeasurethecharacteristic–Identifieswhattomeasure–Identifieshowtomeasureit–Makessurethatnomatterwhodoesthemeasuring,theresultsareessentiallythesame–Usesamulti-valuescale–Minimizesmeasurementerror3-17Two-Valuedvs.Multi-ValuedLanguageTwoValuedMulti-ValuedManORWomanOnOROff25.4C38.6SecondsCostsarehighCostsare5%abovecompetitors.3-18SamsungExample-OperationalDefinitionTransparentManagement1CriticalIssuesMeasurea.MaximizecorporatevalueCompanyassessmentb.MaximizeshareholderreliabilitySurveyc.Maximizeshareholder’sprofitStockPriced.EnhancecorporateimageSurvey3-19SamsungExample-OperationalDefinitionSpeedyandAccurateInformation2CriticalIssuesMeasurea.FastF/BacktomanagementperformanceInterviewb.MarketresponsivenessMarketShareIncreasec.RiskManagement??d.FastdecisionmakingSettlementtime3-20StableLaborRelations3CriticalIssuesMeasurea.Owner’smanagementphilosophyTrainingattendanceb.TransparentevaluationsystemSurveyc.Employees’welfareimprovement#ofnewemployeesupportSamsungExample-OperationalDefinition