An Introduction to Lean Six Sigma

Transcription

An Introduction to Lean Six Sigma
March 11, 2015
Welcome! Thank you for joining! Sound
for the webinar will come through your
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submit your questions throughout the
webinar using the chat feature. We will
start momentarily.
Wanda Williams, LSSBB – Tacoma-Pierce County Health Department
Moderated by Laura Arena, MPH
QUALITY IMPROVEMENT TOGETHER.
Lean Six Sigma
AN INTRODUCTION
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CENTERS FOR EXCELLENCE
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Topics in this Session
Brief history of quality improvement.
What is Lean, Six Sigma, and Lean Six Sigma?
Benefits of Lean Six Sigma.
Introduction to DMAIC method.
Compare Plan-Do-Study-Act (PDSA) cycle with DMAIC method.
Examples from the field.
Test your knowledge quiz.
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History of Quality Improvement
Walter A. Shewhart
1920’s
Motorola
W. Edwards Deming
Joseph J. Juran
1940’s
1950’s
Philip Crosby
1970’s
1980’s
1990’s
Toyota Motor Company
Genichi Taguchi
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Kaoru Ishikawa
Taiichi Ohno
Shigeo Shingo
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Approaches to Quality
Quality Approach
Quality Circles
1979 - 1981
Statistical Process Control
Mid-1980s
ISO 9000
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Approximate time frame
1987 - present
Reengineering
1996 - 1997
Benchmarking
1988 - 1996
Balanced Scorecard
1990s - present
Baldrige Award Criteria
1987 - present
Six Sigma
1995 - present
Lean Manufacturing
2000 - present
Lean Six Sigma
2002 - present
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Key Concepts of Quality
Process focus.
Customer focus.
Collaboration.
Data driven management.
Strategic planning for quality.
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WHAT is Lean?
Systematic approach.
Set of principles and practices.
Way of thinking.
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Lean
Focuses on:
Eliminating waste and non-value-added activities.
Maximizing the value delivered to customers.
Optimizing flow of products and services.
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WHAT is value?
Customer wants you to do it.
 The material or information is being transformed to final
product or service.
It is done right the first time.
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WHAT is waste?
1. Overproduction
2. Inventory
3. Transportation
Waste
4. Waiting
5. Motion
6. Over Processing
7. Correction or Rework
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WHAT is Lean?
Definition:
A systematic approach to identifying
and eliminating waste through
continuous improvement by flowing the
product or service at the pull of the
customer in pursuit of perfection.
Defined by National Institute of Standards and Technology (NIST)
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WHAT is Six Sigma?
 Philosophy
 Set of tools
Methodology
 Metrics
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Six Sigma
Focuses on:
Putting customers first.
Reducing process variation.
Enhancing process control.
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WHAT is Six Sigma?
Definition:
A fact-based, data-driven
philosophy of improvement that
values defect prevention over
defect detection. It drives
customer satisfaction and bottomline results by reducing variation
and waste, thereby promoting a
competitive advantage. It applies
anywhere variation and waste
exist, and every employee should
be involved.
Defined by American Society of Quality (ASQ)
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WHAT is Lean Six Sigma?
Method
Engine
Mindset
Toolkit
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Lean Six Sigma
Focuses on:
Delighting customers with speed and quality.
Improving processes.
Working together for the greater good.
Basing decisions on data and facts.
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WHAT is Lean Six Sigma?
Definition:
A fact-based, data-driven
philosophy of improvement that
values defect prevention over
defect detection. It drives
customer satisfaction and
bottom-line results by reducing
variation, waste, and cycle time,
while promoting the use of work
standardization and flow. It
applies anywhere variation and
waste exist, and every employee
should be involved.
DEFINE
lean
CONTROL
IMPROVE
MEASURE
ANALYZE
Defined by American Society of Quality (ASQ)
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WHY would you use Lean Six Sigma?
Manage quality into the business process.
Meet or exceed customer needs or requirements.
Improve performance and effectiveness.
Transform your organizational culture.
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WHEN would you use Lean Six Sigma?
Customers still complain about your products or services.
Employees complain about the roadblocks to serving
customers.
Everyone blames the customers and/or employees.
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Improvement Methods
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PDSA Cycle
Also called Plan-DoCheck-Act (PDCA)
cycle
Four-step model for
carrying out change
PLAN
ACT
DO
STUDY
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PDSA Cycle
Recognize an
opportunity and plan
a change.
PLAN
ACT
DO
STUDY
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PDSA Cycle
Test the change.
PLAN
Carry out a smallscale study.
ACT
DO
STUDY
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PDSA Cycle
Review the test.
PLAN
Analyze the results.
Identify what you
learned
ACT
DO
STUDY
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PDSA Cycle
Take action based on
what you learned.
Use what you learned
to plan new
improvements.
PLAN
ACT
DO
Begin cycle again.
STUDY
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DMAIC Method
Pronounced “Duh-MAYick”
Structured problemsolving methodology
Uses project
management and
statistical tools for each
phase
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DEFINE
MEASURE
• Define the problem + what is required
to satisfy customers
• Map the current process to collect data
ANALYZE
• Investigate and identify what causes the
problem
IMPROVE
• Implement a fix that will solve the
problem
CONTROL
• Sustain the improved results
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DMAIC Method
DEFINE
MEASURE
ANALYZE
problem
IMPROVE
problem
CONTROL
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DMAIC Method
DEFINE
MEASURE
ANALYZE
problem
IMPROVE
problem
CONTROL
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DMAIC Method
DEFINE
MEASURE
ANALYZE
• Investigate and identify what causes
the problem
IMPROVE
problem
CONTROL
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DMAIC Method
DEFINE
MEASURE
ANALYZE
problem
IMPROVE
problem
CONTROL
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DMAIC Method
DEFINE
MEASURE
ANALYZE
problem
IMPROVE
problem
CONTROL
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STEPS to DMAIC Method
PHASE 1: DEFINE
Team and sponsors reach
agreement:
 what the project is
 what it should accomplish
Project team focus:
Complete analysis of what the
project should accomplish
Confirm understanding with
sponsor(s)
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PHASE 2: MEASURE
Project team focus:
What is causing the
problem to happen
Collect data to answer
question(s)
Narrow down the
problem
Marc
Whatcom County Health Department
WIC Nutrition Program - 2012
No Show per Appointment Type/ Whatcom CHD
Pareto Chart
1000
120%
100%
900
100%
88%
800
700
74%
80%
600
54%
500
400
300
60%
32%
40%
200
20%
100
0
0%
Second Contact Check Pickup
Recertification
Health
Assessment
Registered
Dietitian
Findings: Analysis of all appointment types for the year 2012 show that the top five are Second Contact, Check
Pick-up, Recertification, Health Assessment, and Registered Dietitian. Of these five appointment types: Second
Contact, Check Pickup, and Recertification comprise 74% of the no shows.
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PHASE 3: ANALYZE
Project team focus:
Identify the root causes for
problem(s)
Agency
Customer
Experience
Employee
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PHASE 4: IMPROVE
Project team focus:
Verify root causes
Identify solutions & practical
method
Test and evaluate effectiveness
and feasibility of proposed
solution
Implement permanently
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PHASE 5: CONTROL
Project team focus:
 Verify how much improvement was
made, if any at all
 Confirm root causes have been
reduced
 Implement fully
 Review indicators/measures from
DEFINE phase
 Incorporate solutions into daily work
 Monitor process
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How do they compare?
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Comparison of methods
DEFINE
PLAN
MEASURE
ANALYZE
the problem
IMPROVE
problem
CONTROL
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DEFINE
MEASURE
ANALYZE
problem
IMPROVE
problem
DO
CONTROL
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DEFINE
MEASURE
ANALYZE
problem
IMPROVE
problem
STUDY
CONTROL
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DEFINE
MEASURE
ACT
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ANALYZE
problem
IMPROVE
problem
CONTROL
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DEFINE
PLAN
MEASURE
ANALYZE
the problem
IMPROVE
problem
DO
STUDY
ACT
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CONTROL
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PRINCIPLES
to Lean Six Sigma
 Focus on the customer.
 Identify and understand how work
gets done.
 Manage, improve and smooth the
process flow.
 Remove non-value-adding steps and
waste.
 Manage by fact and reduce variation.
 Involve and equip the people in the
process.
 Undertake improvement activity in a
systematic way.
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From the field
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Two Black Belts
Nine Green Belts
Ten White Belts
Tacoma-Pierce County Health Department
Roles & Responsibilities
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Quality Structure
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Quality Kanban
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Managing projects
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Managing projects
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Managing projects
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TEST YOUR KNOWLEDGE
Lean Six Sigma is a…
a) Mindset for solving problems
b) Method for solving problems
c) Toolkit for solving problems
d) All of the above
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TEST YOUR KNOWLEDGE
Lean Six Sigma can help you solve problems with…
a) Delays
b) Errors
c) Variation
d) All of the above
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Defeo, Joseph (2014-05-09). Juran's Quality Essentials: For
Leaders. McGraw-Hill Education. Kindle Edition.
George, M., & Rowlands, D. (2004). What is Lean Six Sigma?
New York: McGraw-Hill.
George, M. (2010). The lean six sigma guide to doing more with
less cut costs, reduce waste, and lower your overhead.
Hoboken, N.J.: John Wiley & Sons.
George, M. (2005). The lean six sigma pocket toolbook: A quick
reference guide to nearly 100 tools for improving process
quality, speed, and complexity. New York: McGraw-Hill.
Wanda Williams, LSSBB
Tacoma-Pierce County Health
Department
253-719-3680
[email protected]
iSixSigma: Six Sigma Resources for Six Sigma Quality
Web site: www.isixsigma.com
Kubiak, T., & Benbow, D. (2009). The certified six sigma black belt
handbook (2nd ed.). Milwaukee, Wis.: ASQ Quality Press.
Public Health Performance Management Centers for Excellence
Web site: www.doh.wa.gov/PHIP/perfmgtcenters
Womack, J., & Jones, D. (1996). Lean thinking: Banish waste and
create wealth in your corporation (2nd ed.). New York, NY:
Simon & Schuster
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An Introduction to Lean Six Sigma

Transcription

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