Mike Smith

Do what Bill Smith (the founder of six sigma) himself suggested :
Broaden the spec limits !
It allows you get any level of defects you want !!
Sounds ridiculous but read Bill Smith’s IEEE paper …

Mike
Sorry for delay in responding. I was out.  The MBB I originally got this from said just what you have said.
So at this point I can either add a citation and/or link or take it down.
What would you prefer?
Mike Smith

Gary
I would if it was, but it is not
If you have one that looks exactly like mine which is a derivative of a one used by the folks that taught me Six Sigma, then someone took it from mine. The  non parametric details and a couple notes were added by me. And I had an ok from them to use.
Something like hypothesis testing is practically public d…[Read more]

Mr. Bhadrayya
I would alos like a copy
 
Thanks
 
Mike

We have a call monitoring process for our inbound customer service call center.
We have 26 items broken into 3 sections, Call management, Communication and Complete & Accurate information.
We did a gauge R&R with 10 appraisers on 5 calls -twice.
The GR&R result was 15% on all within appraisers and 15% for all appraisers vs. standard. Some…[Read more]

Nayeem
We have a program (in our Services company) with just 2 full time BB and 1 MBB. Everyone else learns 6S and then is expected (after the first projects) to apply what they know to their regular jobs. They are also “available” to work on 1 or 2 more projects each year. We give lots of public recognition to all involved in the 6S…[Read more]

Sean
 
We are measuring the ROI and for the first year it was  2:1(that included the cost of an expensive ! consultant. We expect the second year’s ROI to be 5or 6:1 in a service environment.
The other thing we are measuring is Six Sigma tool use. We did a random sample survey of all employees and asked if they used Six Sigma tools, were on a t…[Read more]

Alee
The data for a control chart does not have to be normal.
As Dr. Donald Wheeler says in his book Understanding Variation, SPC Press, (p24)(He uses process behavior chart instead of the term control chart):
By characterizing the extent of routine variation, the limits on a process behavior chart allow you to differentiate between routine…[Read more]

We are a Professional Services Company. We use the following to help process owners develop a problem statement.
Problem Statements need the following to be most understandable to those the problem is being described to AND for whomever will be working on the project.
 

A problem statement should clearly and specifically state what is…[Read more]

Tracy
We are looking at the possiblility of using “secret shoppers”. This way the calls in have specific correct answers and then we know whether the CSR answers are complete and accurate.

Sumit
What you say is the right way to establish a measuring process. The reality is it doesn’t always work that way. our process was established without looking at CTQs or getting clear operational definitions.
That said, then we were able (a year after the monitoring was established) to use the Guage R&R and the Gauge results have led…[Read more]

Sumit
 
For that I need your email address

Sumit
I believe the Gauge R&R shows it failed.  The 15% for each means 15% agreement not 15% variation.  And the overall Kappa Statistic is .47.
The Kappa is the ratio of the proportion of times the appaisers did agree to the proportion of times the appraisers could agree.
Kappa Statistics (from Minitab)   If you have a known standard for eac…[Read more]

We have a call monitoring process for our inbound customer service call center.
We have 26 items broken into 3 sections, Call management, Communication and Complete & Accurate information.
We did a gauge R&R with 10 appraisers on 5 calls -twice.
The GR&R result was 15% on all within appraisers and 15% for all appraisers vs. standard. Some…[Read more]

The following are guidelines we have used for candidate selection.
The Candidate is someone who has a work history that shows he or she has many of the following characteristics:
 
q       Welcomes change and new ideas
q       Receptive to and uses feedback
q       Self-motivated (Doesn’t need reminders)
q       Someone who WANTS to be a…[Read more]

As my Green Belt project I looked at time to fill open positions.
We were able to reduce the time to fill by 37% which was “worth” 4000+ workdays for new hires that would not have been available if we were filling jobs at the old rate.
Mike Smith
[email protected]r.com