iSixSigma

doubts

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  • #26148

    Joseph
    Participant

    hi,
    i will be implementing six sigma in mediclaim process in my organization would any one tell me what could be the defect, opportunities, and units.
    units will be no. of applicant submitted the mediclaim form corect me if  i am wrong.
    could any one throw some highlight in it

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    #63558

    Ronald
    Participant

    Joseph, start at the beginning! Collect your VOC (Voice of the Customer) and try to understand what really matters to the customer. I would suspect it would be the turnaround time of their claim. They probably don’t care what your internal process is, they just want their claim paid.
    If Turnaround Time (TAT) is your main CTQ (has to tie to your customer VOC) then you need to drill down to what are the functions of your Y, i.e. your X’s. What are the things that affect TAT. You could possibly use the Fishbone diagram and then drill down to the root causes by asking the ‘5 Whys’.
    Example: reason tunraround time is long is because the form is not filled in correctly (from Fishbone). Why? – Customer doesn’t fully understand question. Why? – Wording is not clear on form. Why? – Trying to ask 2 questions in one. Why? – Not enough room on form. You may recognise that young children are particularly good at this technique! Do not have to ask 5 times but until it makes sense to stop, i.e. you are at the root cause. An improvement for the above example may be to ask the question twice and design a process with two pages to the form, or reduce the font etc.
    I have missed out many important steps/tools here in order to just give you a flavour of where you might go, and I hope you have the appropriate training to know them. In my example, a unit could be a claim form, a defect being an incorrectly filled in claim and an opportunity being a customer input field.
    I could ramble on but you need to go through the DMAIC methodolgy and work through the steps. Good luck!

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    #63559

    Joseph
    Participant

    Thanks lee for showing kind consideration on my mail but one thing arises as you said,  a claim form would be the unit then, should i take in a month how much claim form was issued to the employees or the claim form received back to the HR dept.
    Please reply
    warm regards,
    joseph

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    #63561

    Ronald
    Participant

    Joseph,
    From my previous example it would need to be the Claim forms received back and measure how many had defects.
    Also as a tip, depending on the volume you may need to take more than a months worth of claims to get a representative sample, alternatively if your volumes are low use the whole population. (i.e. time and cost efficient to do so). Ascertaining sample sizes is a topic on its own and should be in your training literature.
    Hope this helps and good luck,
    Regards,
    Lee

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