Voice of Customer
Line Graph
Pareto Chart
Root Cause Analysis
Contents
BEFORE
USL
BEFORE
AFTER AFTER USL
Preface How to Use This Book
Chapter 1
Chapter 2
What Is Lean Six Sigma?
xiii xix
1
Stone Age and Space Age Tools Top 10 Ways You Know You Need Lean Six Sigma Find Your Fix-It Factory Double Your Profits The End of Common Sense It’s Not Your Fault! Innovation, Customer Intimacy, and Operational Effectiveness Manufacturing versus Service The Death of Manufacturing Small versus Large Businesses Tricks of the Trade The Lean Six Sigma Toolkit Why Lean Six Sigma? Plug the Leaks in Your Cash Flow Every Business Has Two Improvement Focuses The Universal Improvement Method Improve Lean Six Sigma Demystified Quiz
8 9 10 12 13 15 15 16 18 23 25 28 31
Lean Demystified
33
Mind the Gap You Already Understand Lean The Power Laws of Speed
Pr So obl lv em in g
NUMBER OF NUMBER OF INSTALLATIONS ONS INSTALLATIONS
Countermeasures
2 5 6 6 7 7
35 37 38 v
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L ean S ix S igma De mystif ied
Chapter 3
Economies of Speed Toyota Production System The Lean Process Core Ideas of Lean The Lean Mindset Lean versus Mass Production The Seven Speed Bumps of Lean The Five S’s Value Stream Double Your Speed! Pull versus Push Redesign for One-Piece Flow Work Space Production Floor Problem Solving Get the Right-Size Machines Mistake-Proofing with Color Piloting Lean Six Sigma and Lean Lean Decision Making Lean Pharmaceuticals Lean Software Lean Call Centers The Religion of Reuse Conclusions Do More with Less Lean for Doctor’s Office The Biggest Barrier to Lean Six Sigma Quiz Exercises
40 40 43 43 44 45 46 47 48 49 50 51 54 64 65 65 67 68 69 72 72 74 76 79 79 81 83 86 88
A Faster Hospital in Five Days
89
Goal: Accelerate the Patient’s Experience of Health Care A Faster Emergency Department (ED) in Five Days Faster Door-to-Balloon (D2B) Time in Five Days Imagine a Faster ED A Faster Operating Room (OR) in Five Days Faster Medical Imaging in Five Days A Faster Lab in Five Days A Faster Hospital Design in Five Days A Faster Nursing Unit in Five Days The Problem Isn’t Where You Think It Is
90 91 93 94 95 96 98 99 100 101
Contents
Chapter 4
Chapter 5
Take the Dominos Challenge Less Inventory Means Better Care How to Get a Faster Hospital in Five Days Quiz
103 104 104 107
Excel Power Tools for Lean Six Sigma
109
Setting Up Your Data in Excel Data Collection and Measurement for Six Sigma Mistake-Proof Data Collection QI Macros Introduction Fill-in-the-Blanks Templates Put Your Whole QI Story in One Workbook Data Transformation Using ANOVA and Other Statistical Tools Power Tools for Lean Six Sigma Analyzing Customer Service Data Hidden in Trouble-Reporting Systems Analyzing Text with Excel Troubleshooting Problems Chartjunk Quiz Exercises
Reducing Defects with Six Sigma
Control Charts, Pareto Charts, and Fishbone Diagrams Six Sigma’s Problem-Solving Process Getting to Lean Six Sigma Problem Solving A Lean Six Sigma Case Study—Reducing Computer Downtime Six Sigma Tar Pits Become a Lean Six Sigma Detective Mistakes, Defects, and Errors Measurement Simplicity Invisible Low-Hanging Fruit Core Score Customer–Supplier Relationships The High Cost of Bad Data Measuring Innovation Accidents Don’t Just Happen Using the QI Macros to Analyze Your Data
110 113 117 123 126 130 130 133 134 134 135 137 137 147 149
151 152 157 162 165 178 184 188 190 192 194 195 196 198 200 201 201
vii
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L ean S ix S igma De mystif ied
Chapter 6
Chapter 7
Chapter 8
Chapter 9
Quiz Exercises
207 209
Transactional Six Sigma
211
Reducing Variation with Six Sigma
231
Sustaining Improvement
249
Laser-Focused Process Innovation
277
Process or Technology Transactional Six Sigma Software Bugs and Six Sigma The Dirty 30 Process for Six Sigma Software Service Order Case Study Common Problems The Dirty 30 Process Review Insights Conclusion Quiz Exercises What Is Variation? Causes of Variation Distributions Histograms and Capability Conclusion Quiz Exercises
Process Flowchart Control Charts for Sustaining Improvement Stability and Capability The Hole in Krispy Kreme Choosing a Control Chart Stability Analysis Understanding Standard Deviation and Control Charts Quiz Exercises Focusing the Improvement Effort Voice of the Customer Speak Your Customer’s Language Critical to Quality Indicators Balanced Scorecard Quality Management Systems
212 214 215 218 219 226 226 227 227 228 230 232 234 236 238 244 245 247 250 253 253 258 260 267 269 272 274 278 278 283 286 289 290
Contents
Quiz Exercises
292 293
Chapter 10
Making Lean Six Sigma Successful
295
Chapter 11
Measurement Systems Analysis
337
Making Lean Six Sigma Successful Formal Network versus Informal Network Don’t Confuse the Means with the Ends Linear versus Circular Causes Bell-Shaped Mindset Take the Low Road There Has to Be a Better Way Set BHAGs Use SWAT Teams Right-Size Your Lean Six Sigma Team Are You a Lean Six Sigma Salmon? Get The Order Right! Spring Forward—Fall Back Make It Sticky! Creating Stickyness with SUCCESS Lean Six Sigma Tar Pits Risk-Free Way to Implement Lean Six Sigma Defending Your Data Can Lean Six Sigma Kill Your Company? Conflicting Goals Honor Your Progress The Hard Work Is Soft Six Sigma Roles Get a Faster, Better, Cheaper Business in 5 Days Quiz Measurement Systems Analysis Conducting a Gage R&R Study What to Look For Mistakes People Make Challenges You Will Face Alternatives Bias and Linearity Linearity Study Destructive Testing Conducting a Gage R&R Study Attribute Gage R&R Conclusion
297 297 298 298 299 299 300 300 301 301 306 307 310 310 311 313 314 319 323 331 332 333 333 334 335
338 339 342 343 344 344 344 345 346 348 348 351
ix
x
L ean S ix S igma D emystif ie d
Chapter 12
Chapter 13
Chapter 14
Quiz Exercises
352 353
Design for Lean Six Sigma
355
Statistical Tools for Lean Six Sigma
371
Implementing Lean Six Sigma
405
Design Six Sigma Quality into Your Business Quality Function Deployment Failure Modes and Effects Analysis (FMEA) Design of Experiments TRIZ Quiz Exercises
Hypothesis Testing Hypothesis Testing for Variation Levene’s Test for Variation in Non-Normal Data Hypothesis Testing for Means Analysis of Variance Is Your Data Normal? Tests of Proportion Chi-Square Tests in Excel Determining Sample Sizes Regression Analysis Conclusion Quiz Exercises
Excuses, Excuses, Excuses The Blame Game Peak-Performing People Decisive Force Crisis Junkies Minor in Major Things Getting the Right People Involved with Lean Six Sigma Talent versus Process What Is Deliberate Practice? New CEOs Can Kill Lean Six Sigma Our Reward Systems Are Broken Barriers to Lean Six Sigma Management by Quality (MBQ)
357 358 360 362 366 368 369
372 372 374 375 384 387 391 393 397 398 401 402 403
406 406 407 408 409 409 411 415 415 416 418 419 422
Contents
Why Do Six Sigma Teams Fail? Bridezilla Meets Lean Six Sigma Quiz
426 427 429
Final Exam Answers to Quizzes and Final Exam Glossary Bibliography Index
431 455 461 463 467
xi