iSixSigma

Need Help on FMEA Scales

Six Sigma – iSixSigma Forums Old Forums Healthcare Need Help on FMEA Scales

Viewing 10 posts - 1 through 10 (of 10 total)
  • Author
    Posts
  • #25270

    Sreeram
    Member

    Hi,
    I have been asked to designe the FMEA scale for my process.
    We are into Healthcare billing
    I am verymuch confused as how to define the Sev, OCC, DET for a service industry.
    I browsed a lot and was able to get a generic idea, but I need some specific examples if any body has and could share with me.
    For EX: If we say that the SEV of occurance is very low, I would like to know Very low as to what extent. I need every thing to be quantified and not in qualitative terms.
    Thanks in advance
    Regards
    Sreeram

    0
    #60781

    Brit
    Participant

    Email me and I will send you a format I used.  You can alter the scale to meet your needs, but you’ll ge the idea.

    0
    #60782

    Ramya
    Participant

    Hi Sree ram,
    find below the ratings as per Industry Standards.hope this helps.
     

    RATING
    DEGREE OF SEVERITY
    LIKELIHOOD OF OCCURRENCE
    ABILITY TO DETECT

    1
    Customer will not notice the adverse effect or it is insignificant
    Likelihood of occurrence is remote
    Sure that the potential failure will be found or prevented before reaching the next customer

    2
    Customer will probably experience slight annoyance
    Low failure rate with supporting documentation
    Almost certain that the potential failure will be found or prevented before reaching the next customer

    3
    Customer will experience annoyance due to the slight degradation of performance
    Low failure rate without supporting documentation
    Low likelihood that the potential failure will reach the next customer undetected

    4
    Customer dissatisfaction due to reduced performance
    Occasional failures
    Controls may detect or prevent the potential failure from reaching the next customer

    5
    Customer is made uncomfortable or their productivity is reduced by the continued degradation of the effect
    Relatively moderate failure rate with supporting documentation
    Moderate likelihood that the potential failure will reach the next customer

    6
    Warranty repair or significant manufacturing or assembly complaint
    Moderate failure rate without supporting documentation
    Controls are unlikely to detect or prevent the potential failure from reaching the next customer

    7
    High degree of customer dissatisfaction due to component failure without complete loss of function.  Productivity impacted by high scrap or rework levels.
    Relatively high failure rate with supporting documentation
    Poor likelihood that the potential failure will be detected or prevented before reaching the next customer

    8
    Very high degree of dissatisfaction due to the loss of function without a negative impact on safety or governmental regulations
    High failure rate without supporting documentation
    Very poor likelihood that the potential failure will be detected or prevented before reaching the next customer

    9
    Customer endangered due to the adverse effect on safe system performance with warning before failure or violation of governmental regulations
    Failure is almost certain based on warranty data or significant DV testing
    Current controls probably will not even detect the potential failure

    10
    Customer endangered due to the adverse effect on safe system performance without warning before failure or violation of governmental regulations
    Assured of failure based on warranty data or significant DV testing
    Absolute certainty that the current controls will not detect the potential failure
     

    0
    #60783

    Sreeram
    Member

     
    Thanks very much for your effor.
    But I am still not convinced with the answer
    Places where we say customer satisfaction, how do we define in quantitative term?
    We say that customer is highly dissatisfied. But “Highly” to what extent. What is the difference between “high” and “Very high” How do we define this in quantitative terms.
    This is my confusion.
    Regards
    Sreeram

    0
    #60784

    Sreeram
    Member

    Hi Ramya,
    In Occurance rating, I would need the frequency of occurance.
    When we say low failure rate, Failure period of 1 year may be low in some industry whereas failure period of 10 years would be low in an other industry.
    Please clarify
    Regards,
    Sreeram 

    0
    #60785

    Michael Schlueter
    Participant

    Hello Sreeram,
    A common way is to give examples for “high” and “very high” satisfied customers, so people get the idea and can classify correctly. This classification can and will change over time, as people get used to service, which is perceived “outstanding” today.
    To find those examples I recommend to ask your customers directly. These are the experts.
    Example (healthcare billing):

    “high”  a) your bill came timely, but a few minor items weren’t clear, so I had to get you on the phone  b) you made a mistake and billed a treatment I didn’t receive; however, it was a small amount, not worth the trouble   c) etc.
    “very high”   a) timely, detailed and correct bill   b) as with a) and total bill was 4.5 % less than I expected   c) etc.
    Does this help you?
    Kind regards, Michael Schlueter

    0
    #60786

    Ramya
    Participant

    Sree ram,
    Metrics like “high customer dissatisfaction” or “low failure rate” are defined with respect to the projects/business you are handling.You will have to take a call on defining the metrics.For my kind of business,I might consider a rating of 2/10 a highly dissatisfied customer.
    Hope this clarifies.
     

    0
    #60787

    Susan Ellzey
    Member

    Brit,
    Also interested in your FMEA  Scale.
    Thank you,
    Susan

    0
    #62245

    Biddappa.MP
    Participant

    Most of the times we need to use our process expertise and consider factors like frequency of operation (arrival patterns), input / output impact on Org / customer respectively, inherent characteristics of core & sub processes, complexities etc… to devise a scale that will suit your need for a robust FMEA. Let me give you an example… If i am a Quality person doing a project in a call centre and asked to devise a process FMEA, in a transactional environment like this if the area of improvement is Average Handling Time, every call that exceeds the target is a defect. And the scale will be dependent upon what my Average Talk Time, Hold Time and Wrap time is allowed to be at… and based on this critical measurements we come up with a scale suiting our needs.

    0
    #62507

    Jacqueline Ortega
    Participant

    Can you send me the template that you have used?

    0
Viewing 10 posts - 1 through 10 (of 10 total)

The forum ‘Healthcare’ is closed to new topics and replies.