iSixSigma

Doug Coenson

Forum Replies Created

Forum Replies Created

Viewing 4 posts - 1 through 4 (of 4 total)
  • Author
    Posts
  • #195468

    Doug Coenson
    Participant

    I have worked on many project to reduce cycle time in transactional environments, and many times backlog needs to be addressed using a short-term resolution prior to launching a true long-term fix. To address the backlog, typically 2 things need to happen: (1) create a measurement system to fully understand the number of transactions moving through the process (e.g., how many being completed each day, how many new ones coming in, etc.). Many times the process owner understands he/she has a backlog but does not have a good handle on the inventory as it moves through the process; (2) hold a Kaizen event to map out the current process and identify the different forms of waste throughout the process as Mr. Clapp has indicated. You will likely identify some “no-brainer” improvements that can be made right away (e.g., assessing whether single piece vs. batch is the better way to go, moving steps of the process around, determining whether multiple steps can be handled concurrently rather than in a sequential fashion). Also looks for issues that arise due to the increase in cycle time due to the backlog (e.g., are customers submitting duplicate requests and/or inquiring about status which takes time away from processing the transactions, etc.). Sometime it’s worth just hiring some temporary staff, interns, or borrowing resources from another department to help reduce the backlog while your coming up with a strategy.

    I would happy to discuss with you further if you still have questions. Feel free to contact me.

    0
    #195441

    Doug Coenson
    Participant

    If the pharmaceutical industry operated at a 3 sigma, out of a million prescriptions filled, 66,807 would be incorrect! Think about the airline industry, which operates at a higher level than 6 sigma when it comes to landings, but compare that to luggage handling. Good luck!

    0
    #193869

    Doug Coenson
    Participant

    I would recommend taking a course or reading up on Design for Six Sigma (DFSS) which is all about collecting the voice of your customer, gathering requirements using Quality Functional Deployment (QFD), and deploying a solution that meets those requirements while implementing a sound measurement system and controls. You’ll need sound project management skills and pay equal attention to busines processes as well as technology needs. There is a lot that goes into building a call center so careful planning and strong teamwork is essential. Good luck to you!

    0
    #193868

    Doug Coenson
    Participant

    First, like in any industry, education only gets you so far. I am not familiar with Villanova’s program but I’m sure like many educational institutions it is very academic and theoretical in nature. Doing projects and getting real experience is what really makes you a great GB, BB, or MBB. I believe a great BB is one that does not try to fit every tool to every project, rather he/she learns the different disciplines of Six Sigma (DMAIC, DFSS, and Lean). One will soon find that by knowing the different tools embedded in these disciplines that he/she will often use a hybrid approach and learn to use the necessary tools for each project — you don’t need to use a wrench to change a light bulb. I would also focus on basic project management. I find that it is usually not because of the level of understanding Six Sigma that separates the good from the great, but those that are great utilize strong project management and consulting skills. Feel free to contact me at 561-315-2120 if you’d like to discuss further.

    0
Viewing 4 posts - 1 through 4 (of 4 total)