1. Define Project Boundaries Deliverable 2D

2. Define Module Roadmap Define 1D – Define VOC, VOB, and CTQ’s 2D – Define Project Boundaries 3D – Quantify Project Value 4D – Develop Project Mgmt. Plan Measure 5M – Document Process 6M – Prioritize List of X’s 7M – Create Data Collection Plan 8M – Validate Measurement System 9M – Establish Baseline Process Cap. Analyze 10A – Determine Critical X’s Improve 12I – Prioritized List of Solutions 13I – Pilot Best Solution Control 14C – Create Control System 15C – Finalize Project Documentation Green 11G – Identify Root Cause Relationships

12. Project Charter {Project Name & No. Here} Assigned Define Measure Analyze Green Improve Control Sched Date Date Date Date Date Date Date Actual Date Date Date Date Date Date Date Process Map Number: Number here Black Belt: Name here Process Owner: Name here Champion: Name here Implementation Coordinator : Name here Data Coordinator : Name here Team Members: Name & function here Name & function here Name & function here Name & function here Name & function here Expected Benefits: Hard Savings –$ xxx K Soft Savings –$ xxx K Other Benefits: List benefit here List benefit here Project Timeline: Customer CTQ(s): Describe customer CTQ (customer need/defect and spec limit.) Problem Statement : List the 4 elements of a problem statement: * Defect identification * Magnitude of the defect (events/unit time, etc) * Where is the defect (location/group/segment) * Why this project is important to work now ($, strategy support, etc) Project Scope: List project/process boundaries here Goal Statement: Increase(/decrease) the {primary metric} from {baseline state} to {improved state} by {date} without negatively impacting {secondary metric}. Baseline Metric Performance ( Time frame here ): Short Term Long Term Zbench x.x x.x DPMO xxxxxx xxxxxx 15 Deliv template.ppt

13. Deliverable 2: Define Improve Computer Delivery Time Proj. No. 12345 Assigned Define Measure Analyze Green Improve Control Sched 7/1/08 7/15/08 8/30/08 9/30/08 10/7/08 10/20/08 11/20/08 Actual 7/1/08 7/12/08 9/5/08 9/28/08 Process Map Number: 1234 Black Belt: I. Cantwait Process Owner: Weneedta Getbetter Champion: Ima Gonnahelp Implementation Coordinator : Iwill Putinplace Data Coordinator : Ilove Numbers Team Members: John – Installer Paul – Installer George – Supervisor Ringo - Purchasing Expected Benefits: Hard Savings – $15 K Soft Savings – $225 K Other Benefits: Internal Customer Satisfaction Scores Project Timeline: Customer CTQ(s): Configured computer delivered to new employee within 10 working days Problem Statement : From 7/1/07 through 6/30/08, new JEA employees located in downtown Jacksonville received their configured laptop/desktop computer at an average of 11.0 days (standard deviation = 2.04) vs. a 10 day USL. This translates to an estimated productivity loss of $225K/yr. Project Scope: Includes new hires and transferred employees to the downtown tower and CCC. Excludes all other locations or electronic Goal Statement: Decrease the average computer delivery time from 11.0 days to 9.0 days by 11/20/08 without negatively impacting new computer inventory or expediting costs. Baseline Metric Performance (7/07-6/08) : Short Term Long Term Zbench -0.72 -0.50 DPMO 763,253 692,088 Example charter for project in Green phase

14. Deliverable 2: Define; SIPOC Suppliers Inputs Process Outputs Customers ?? ?? Process Description ?? ?? ?? ?? ?? ?? Process Steps Project Boundary Project Boundary ?? ?? ?? ?? ?? ?? ?? ?? ?? ?? ??

15. Problem Statement

16. Project Charter {Project Name & No. Here} Assigned Define Measure Analyze Green Improve Control Sched Date Date Date Date Date Date Date Actual Date Date Date Date Date Date Date Process Map Number: Number here Black Belt: Name here Process Owner: Name here Champion: Name here Implementation Coordinator : Name here Data Coordinator : Name here Team Members: Name & function here Name & function here Name & function here Name & function here Name & function here Expected Benefits: Hard Savings –$ xxx K Soft Savings –$ xxx K Other Benefits: List benefit here List benefit here Project Timeline: Customer CTQ(s): Describe customer CTQ (customer need/defect and spec limit.) Problem Statement : List the 4 elements of a problem statement: * Defect identification * Magnitude of the defect (events/unit time, etc) * Where is the defect (location/group/segment) * Why this project is important to work now ($, strategy support, etc) Project Scope: List project/process boundaries here Goal Statement: Increase(/decrease) the {primary metric} from {baseline state} to {improved state} by {date} without negatively impacting {secondary metric}. Baseline Metric Performance ( Time frame here ): Short Term Long Term Zbench x.x x.x DPMO xxxxxx xxxxxx This is our focus

23. Project Scope - Description 23

24. Project Charter {Project Name & No. Here} Assigned Define Measure Analyze Green Improve Control Sched Date Date Date Date Date Date Date Actual Date Date Date Date Date Date Date Process Map Number: Number here Black Belt: Name here Process Owner: Name here Champion: Name here Implementation Coordinator : Name here Data Coordinator : Name here Team Members: Name & function here Name & function here Name & function here Name & function here Name & function here Expected Benefits: Hard Savings –$ xxx K Soft Savings –$ xxx K Other Benefits: List benefit here List benefit here Project Timeline: Customer CTQ(s): Describe customer CTQ (customer need/defect and spec limit.) Problem Statement : List the 4 elements of a problem statement: * Defect identification * Magnitude of the defect (events/unit time, etc) * Where is the defect (location/group/segment) * Why this project is important to work now ($, strategy support, etc) Project Scope: List project/process boundaries here Goal Statement: Increase(/decrease) the {primary metric} from {baseline state} to {improved state} by {date} without negatively impacting {secondary metric}. Baseline Metric Performance ( Time frame here ): Short Term Long Term Zbench x.x x.x DPMO xxxxxx xxxxxx This is our focus

29. Project Scope - SIPOC

34. SIPOC: Inputs Labor Material Ideas Information Environment Process

36. SIPOC: Outputs Process Physical products Documents Information Services Decisions

39. SIPOC Example Suppliers Inputs Process Outputs Customers Copier Toner Electricity Original Yourself Power Company Office Supply Company Copies Manufacturer Making a photocopy You File Others Put original on glass Close Lid Adjust Settings Press START Remove originals and copies Process Steps Paper Boundary Boundary 15 Deliv template.ppt

41. Project Scope – Included/Excluded

46. Project Scope – Elevator Speech

49. Goal Statement

50. Project Charter {Project Name & No. Here} Assigned Define Measure Analyze Green Improve Control Sched Date Date Date Date Date Date Date Actual Date Date Date Date Date Date Date Process Map Number: Number here Black Belt: Name here Process Owner: Name here Champion: Name here Implementation Coordinator : Name here Data Coordinator : Name here Team Members: Name & function here Name & function here Name & function here Name & function here Name & function here Expected Benefits: Hard Savings –$ xxx K Soft Savings –$ xxx K Other Benefits: List benefit here List benefit here Project Timeline: Customer CTQ(s): Describe customer CTQ (customer need/defect and spec limit.) Problem Statement : List the 4 elements of a problem statement: * Defect identification * Magnitude of the defect (events/unit time, etc) * Where is the defect (location/group/segment) * Why this project is important to work now ($, strategy support, etc) Project Scope: List project/process boundaries here Goal Statement: Increase(/decrease) the {primary metric} from {baseline state} to {improved state} by {date} without negatively impacting {secondary metric}. Baseline Metric Performance ( Time frame here ): Short Term Long Term Zbench x.x x.x DPMO xxxxxx xxxxxx This is our focus

57. Remaining Project Charter Items Baseline Metric Performance Process Map Number Project Stakeholders Project Timeline Expected Benefits

58. Project Charter {Project Name & No. Here} Assigned Define Measure Analyze Green Improve Control Sched Date Date Date Date Date Date Date Actual Date Date Date Date Date Date Date Process Map Number: Number here Black Belt: Name here Process Owner: Name here Champion: Name here Implementation Coordinator : Name here Data Coordinator : Name here Team Members: Name & function here Name & function here Name & function here Name & function here Name & function here Expected Benefits: Hard Savings –$ xxx K Soft Savings –$ xxx K Other Benefits: List benefit here List benefit here Project Timeline: Customer CTQ(s): Describe customer CTQ (customer need/defect and spec limit.) Problem Statement : List the 4 elements of a problem statement: * Defect identification * Magnitude of the defect (events/unit time, etc) * Where is the defect (location/group/segment) * Why this project is important to work now ($, strategy support, etc) Project Scope: List project/process boundaries here Goal Statement: Increase(/decrease) the {primary metric} from {baseline state} to {improved state} by {date} without negatively impacting {secondary metric}. Baseline Metric Performance ( Time frame here ): Short Term Long Term Zbench x.x x.x DPMO xxxxxx xxxxxx These are our focus

65. Completed Charter Example

66. Deliverable 2: Define Improve Computer Delivery Time Proj. No. 12345 Assigned Define Measure Analyze Green Improve Control Sched 7/1/08 7/15/08 8/30/08 9/30/08 10/7/08 10/20/08 11/20/08 Actual 7/1/08 7/12/08 9/5/08 9/28/08 Process Map Number: 1234 Black Belt: I. Cantwait Process Owner: Weneedta Getbetter Champion: Ima Gonnahelp Implementation Coordinator : Iwill Putinplace Data Coordinator : Ilove Numbers Team Members: John – Installer Paul – Installer George – Supervisor Ringo - Purchasing Expected Benefits: Hard Savings – $15 K Soft Savings – $225 K Other Benefits: Internal Customer Satisfaction Scores Project Timeline: Customer CTQ(s): Configured computer delivered to new employee within 10 working days Problem Statement : From 7/1/08 through 6/30/08, new JEA employees located in downtown Jacksonville received their configured laptop/desktop computer at an average of 11.0 days (standard deviation = 2.04) vs. a 10 day USL. This translates to an estimated productivity loss of $225K/yr. Project Scope: Includes new hires and transferred employees to the downtown tower and CCC. Excludes all other locations or electronic Goal Statement: Decrease the average computer delivery time from 11.0 days to 9.0 days by 11/20/08 without negatively impacting new computer inventory or expediting costs. Baseline Metric Performance (7/08-6/08) : Short Term Long Term Zbench -0.72 -0.50 DPMO 763,253 692,088 Example charter for project in Green phase

67. Project Charter - Workshop

69. Example 1 Data

70. Example 1 - Solution Process Map Number: Number here Black Belt: Name here Process Owner: Name here Champion: Name here Implementation Coordinator : Name here Data Coordinator : Name here Team Members: Name & function here Name & function here Name & function here Name & function here Name & function here Expected Benefits: Hard Savings – 100 $K Soft Savings – xxx $K Other Benefits: List benefit here List benefit here Project Timeline: Customer CTQ(s): Cl 2 content in water leaving Ridenour averages 1.0ppm. Problem Statement : The Cl 2 content of Ridenour’s water averages 1.35ppm vs. a goal of 1.0ppm. This equates to a $100k opportunity for Cl 2 savings. Project Scope: Includes the water leaving Ridenour and excludes all other locations or water contaminants. Goal Statement: Decrease the Cl 2 content at Ridenour from 1.35ppm to 1.0ppm by 2/1/09 without negatively impacting our ability to meet FDEP limits. Baseline Metric Performance ( 2/08 – 7/08 ): Short Term Long Term Zbench 22.9 3.71 DPMO 0 103 Assigned Define Measure Analyze Green Improve Control Sched 7/1/08 7/15/08 8/30/08 9/30/08 10/7/08 10/20/08 11/20/08 Actual

72. Example 2 - Solution A charter should not be completed for the Lime Pump Cost charter as presented. There is no specific process defect outlined. Stating cost as a defect does not reflect a process oriented problem solving methodology. Cost is a result of the defect – not the defect itself. It is certainly valid to start researching a project based on the opinion that costs are too high, but there needs to be a drilldown to understand what defect needs to be improved. For example, a $500k/yr cost could represent a large, small, or NO underlying defect within the current process. Remember, COPQ is the Cost of Poor Quality. It’s not Cost Is Poor Quality.

74. Example 3 Data

75. Example 3 - Solution Process Map Number: Number here Black Belt: Name here Process Owner: Name here Champion: Name here Implementation Coordinator : Name here Data Coordinator : Name here Team Members: Name & function here Name & function here Name & function here Name & function here Name & function here Expected Benefits: Hard Savings – xxx $K Soft Savings – xxx $K Other Benefits: List benefit here List benefit here Project Timeline: Customer CTQ(s): Lime pump seal life meets or exceeds 35 days. Problem Statement : The Lime pump seal life at NGS currently averages 37 days vs. a desired minimum of 35 for any individual seal. This equates to $xxx/yr COPQ. Project Scope: Includes Lime pump seals at NGS, excludes all other locations or pumps Goal Statement: Increase the NGS lime pump seal life from an average 37 days to 58 days by 2/1/09 without negatively impacting maintenance costs. Baseline Metric Performance ( 12/07 – 8/08 ): Short Term Long Term Zbench 0.35 0.27 DPMO 362163 392180 Assigned Define Measure Analyze Green Improve Control Sched 9/1/08 10/5/08 11/1/08 12/1/08 1/1/09 2/1/09 3/1/09 Actual

77. Example 4 - Solution A charter should not be completed for the Microsquish CAD software proposal. This is not a DMAIC project. It may be a very valid improvement to implement – it just isn’t a DMAIC project. When the business wants to implement a known solution, or when the tasks to achieve an end goal are known and obvious, this is a “just do it” project. Select an appropriate task force leader and proceed. DMAIC is used when the solution isn’t “obvious”. Rule of thumb – if you ask 4-6 people who have a different perspective of the problem what 1 thing they would do to fix the problem, and you get the same answer, it is a “just do it”. If you get several answers, use “DMAIC”.

79. Homework 2D Process Capability

80. Pearl St. Example {Project Name & No. Here} Process Map Number: Number here Black Belt: Name here Process Owner: Name here Champion: Name here Implementation Coordinator : Name here Data Coordinator : Name here Team Members: Name & function here Name & function here Name & function here Name & function here Name & function here Expected Benefits: Hard Savings – xxx $K Soft Savings – xxx $K Other Benefits: List benefit here List benefit here Project Timeline: Customer CTQ(s): Each Pearl St. Crew heading to a work location < 30 min of start time. Problem Statement : Work crews at Pearl St. are taking an average 35 minutes to obtain work assignments and depart the yard vs. a 30 minute individual crew maximum. Reducing this to a 20 min avg. equates to $xxx/yr in lost productivity. Project Scope: Includes all Pearl St. work crews, excludes all other locations. Goal Statement: Decrease the work crew departure delay from an average of 35min to 20 min by 1/2/09 without negatively impacting accuracy or completeness of work assignments. Baseline Metric Performance ( 5/08-7/08 ): Short Term Long Term Zbench -2.39 -0.85 DPMO 991625 803225 Assigned Define Measure Analyze Green Improve Control Sched 9/1/08 10/5/08 11/1/08 12/1/08 1/1/09 2/1/09 3/1/09 Actual