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Why do we calculate process sigma..

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  • #33634

    Chaturvedi
    Participant

    why do we calculate process sigma….and secondly should it be as low as possible …
    i am new to this.. so been reading the posts.. nice stuff.. help me out with my question
    mail me direct if possible.. [email protected]

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    #91245

    Ron
    Member

    We calculate process sigma because in the real world in which we operate all things can be relegated to a process. Once we identify the process we measure it to see how well we are performing. Remeber a sigma value is a comparison between what the customer demands and what the process is performing.
    So we calulate process sigma to better understand the voice of the customer and the voice of the process. If we don’t measure it we really don’t understand it!
    Β 

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    #91262

    Gabriel
    Participant

    Yes, except for one thing:
    “a sigma value is a comparison between what the customer demands and what the process is performing”
    I would agree with that if we were counting defects per opportunity to satisfy the customer, not defects per opportunity to make a defect. In this context, the sigma value tells you little about customer satisfaction. You can have a good sigma value even if the customer is systematically unsatisfied, as long as you have a lot of opportunities to make defects.

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    #91273

    Gastala
    Participant

    Hi Gabriel
    We had a good example of that here a few years ago. A key measure for the company that managed the state ambulance call centre was the response time. Despite it getting good results on that metric there was a lot of public criticism about ambulances arriving late to emergencies, it was claimed a couple of people died needlessly.
    It turned out the managers were making large numbers of ‘test’ calls. It claimed these were to make sure the system was working, but the calls were made in quiet periods and the call centre operators were given notice. The test calls counted in the response time metric.
    Pyzdek calls this sort of thing ‘Denominator Management’ in his Six Sigma Handbook and gives a couple more examples.
    Regards
    Glen
    Β 

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    #91274

    JACKIEM
    Participant

    HOW WOULD A DATA ENTRY ERROR FIT INTO THIS EQUATION.Β  FOR EXAMPLE, A CUSTOMER ORDERS 5 APPLES BUT IS SENT AND BILLED FOR 50.
    IS THIS NOT ONE DEFECT BECAUSE ONE ONLY HAS ONE OPPORTUNITY TO MAKE THE MISTAKE?Β Β HOW COULD IT POSSIBLYΒ BE 49 DEFECTS BECAUSE THE CUSTOMER ONLY REQUIRED ONE APPLE?Β  WHERE COULD I GET MORE INFORMATION ABOUT THESE TYPES OFΒ PROCESSES?

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    #91283

    NOAH
    Participant

    A defect is any desirable that reaches the consumer.Β  Therefore, if a customer ordered five batteriesand received fifty, there are forty-five undesirables(defects).
    Perhaps, non-traditional methods should be used to quantify this relationship.

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