learning into 6 sigma

ForewordviiIntroductionix1.SG,Inc.12.FirstImpressionsofthePlant43.WorkplaceOrganizationandtheFiveS’s134.TheResultsofFiveSImplementation215.SixSigmaStrategyforSid246.DefiningSixSigma307.ImplementingSixSigma338.TheCrow’sNest379.ANewCommitment4610.Lean:ListeningtotheProcess5011.FullCircle:LeantoSixSigmatoLeantoSixSigma5812.GettingOrganizedtoGetMeOut74Index81vContentsWheatFM.qxd1/30/200312:11PMPagevFormoreinformationaboutthistitle,clickhere.Copyright2003byTheMcGraw-HillCompanies,Inc.ClickHereforTermsofUse.Ihaven’talwaysbeenthatguy.It’sarelativelynewpositionforme.Ijoinedtheranksof“thoseguys”onlyafewyearsago.Youknowus:we’rethepeopleyourbosshirestohelpyouaddressissuesinyourorganizationforwhichyoualreadyknowthesolution.Yep,that’sme—oneofthose“damnedconsultantguys.”I’mfemale,butthatdoesn’tmakeadifference:“thoseconsultantguys”aregender-neutral.So,I’m“thatguy.”Iknowhowyoumightfeel.Someonecomesintoyourworkplace,asksabunchofquestions,andthenputsyourresponsesintoanicelypackagedformatanddeliverstoyourbossareportthatisamirrorimageofyoursolutiontotheproblem.So,whydoesanorganizationpayforinformationitalreadyhas?Let’sstartexaminingthisissuewithapersonalexampleofthephe-nomenon—me.Bytheway,thenameisSam.Well,myparents,Mr.andMrs.Micawh,namedmeSamantha,butthat’salittlefancy—especiallyinmyworld.Iworkprimarilyinmanufacturing.Infact,myinformaltitleis“plantrat.”ClientsandcolleagueshavegivenmethattitleandI’mquiteproudofit.I’moneofthoseveryoddindividualswholovethe“real”problemsthatonlyafactorycanprovide.ixIntroductionI’m“thatguy.”WheatFM.qxd1/30/200312:11PMPageixCopyright2003byTheMcGraw-HillCompanies,Inc.ClickHereforTermsofUse.So,youmaybewondering,whywouldsomeonewholovesthefactoryand“real”problemsleaveherjobtobecomeoneof“thoseguys”?Iwasactuallyveryhappywithmylastpositionbeforebecoming“thatguy.”Iworkedaspartofateamtosolvechronicproblemsinourplant.Ourteamwasgreatatsolvingproblems.Infact,findingsolu-tionsquicklybecametheeasiestpartofmyjob.Buthere’sthecatch.Solvingproblemsrequiresascientificapproachbasedondata.Sincetheproblemswerecostingthecompa-nymoney,itwouldseemlogicaltoassumethatthecompanywouldprovidethesupportrequiredtosolvetheproblem,right?Yeah,right!Everysteptowardimplementingthesolutionofanyproblemisatrialbyfire.It’slikemakingyourwaythroughapoliticalminefield:yousoonwonderwhyyoudecidedtoattemptitwithoutamapshowingwheretheminesareandhowtoavoidthem.Butluckily(orsoyouwouldthink!)youlivethroughthepolitics,youfixtheproblem,andyougetthesatisfactionofajobwelldone.Sure,youdon’tgetarous-ingrenditionof“HailtheConqueringHero”formeetingthechal-lenge,butitfeelsgood.Asyouexplaintoyourteamthattheircredibilityisgrowingthroughouttheorganization,youwondertoyourselfjusthowlongitwilltaketosee.Butsincethisprojectwassoimportantandthesolu-tionwassoelegant,you’repositivethatafterthisvictoryyou’llnolongerhavetofightpoliticalbattlestosolveproblems.Thenitcomesasacompletesurprise,ofcourse,thatothersthroughouttheorganizationjustdon’tseethesituationquitethesamewayyoudo.Sowhatdoyoudo?Well,ifyou’reme,youquitfighting.Youwalkawayfromthatscene.IwastiredoffightingforwhatIknewwasright.Iwasreadytojoinanorganizationthathadrecognizedmyproblem-solvingskills,anorganizationwherepoliticstakeabackseattobusi-nessdecisions.Ofcourse,asIwalkedawayaftersubmittingmyresignationtomyIntroductionxWheatFM.qxd1/30/200312:11PMPagexboss,voicesrosehereandthere,eachavariantononeoftwothemes—“Don’tquitnow”and“You’llbesorry.”AsIwalkedoutthedoorforthelasttime,Icouldn’tmissthelooksthatweretryingtotellmeIwasmakingabigmistake.Well,Ididn’tthinksoatthetime—butIwasn’tsosureafewdayslater.AsIwasgoingthroughtheinterviewprocesswiththatorganiza-tionthatIthoughtwouldbedifferent,Ibegantorealizethatmyex-bosswasright.Nomatterwhoyoutalkto,itseemsthereisadefinitepoliticalforceinanyorganizationthatcanleadtopoorbusinessdeci-sionsbasedmainlyonpolitics.So,whatdoyoudo?Theonlythingleftformeatthatpointwastofightthepoliticsonmyown.Idecidedtohangoutmy“Consultant”shingle.Butinjoiningtheranksof“thoseguys,”Iquicklyrealizedthattheprofessionhadbecomecontaminated.Beingaconsultantisalmostasbadasbeingalawyer,judgingfromthenumberof“bottomfeeder”jokesflyingaroundthebusinessworld.Nevertheless,Iwascommittedtochangingthings.Ivowedtobethebestconsultantever.Therewouldbenoshadesofgrayinmypaletteofbusinessethics—onlyblackandwhite,goodandbad,“yes,it’sright”or“no,it’swrong.”OK,yougetthepicture:therewouldbeno“littlewhitelies”forme.Thingswentprettywellforawhile.Imanagedtobuildupastrongrelationshipwithmyclients.Infact,IsoonhadmorebusinessthanIcouldhandle—notabadpositionforaconsultant.Thishonestythingreallyworks!Icouldtellyoualotofstoriesaboutbeingaconsultant,butthisone’sthebest.OnedayIgetacallfrommyoldboss.Itseemsthecompanyhascomeupagainstaproblemtheycannotsolvewithoutmeandtheywouldliketohiremetoconsult.Canyoubelieveit?At$65Kperyearasanemployee,Ihadtoscratch,fight,andfendformyself.Nowat$3Kperday,IgethiredbyIntroductionxiWheatFM.qxd1/30/200312:11PMPagexithesameteamofleaders—whoarenowwillingtostepuptoanysolu-tionIproposeasthoughit’sanepiphanyfro