A sample of my Six Sigma class

2. Who are stakeholders and why should we analyze them? Stakeholder Analysis

3. Stakeholder: anyone who will be affected by the project People in the process Managers of the process People upstream to the process People downstream to the process Customers Suppliers Etc. Stakeholder Analysis

4. Because the project will bring about change to the organization and the change will effect various people, major resistance to the change can develop. We must attempt to remove or reduce the resistance to change Stakeholder Analysis

5. Stakeholder Matrix

6. Methods for conveying information Flow charts for information flow Communication constraints (usually because of regulations) What information needs to be communicated Timeframe or frequency of communication Person responsible for communicating Person responsible for releasing confidential information Communication Plan

7. Stakeholder Register

8. Stakeholder Analysis

9. Determine forces favoring the project goal Determine the opposing forces Determine a strategy to reinforce the forces favoring the goals and to weaken the opposing forces Force Field Analysis

10. Example: Reducing Teenage Smoking

11. To analyze customer expectations/requirements based on 3 categories: Dissatisfiers – Customer expects basic requirements. If these are not there then they are unhappy Satisfiers – Customer’s requirements are met Delighters – Features or services that go beyond the expectations of the customer Can you think of an example? Kano Model

12. Kano Model Competitive Pressure

13. New car radio Dissatifier: New car has no radio Satisfier: New car has a radio with a CD player Delighter: New car has a radio with CD player, satellite radio, and connection for an MP3 player Question: Can a delighter today only be a satisfier tomorrow??? Kano Analysis

14. Taking complex or unfamiliar problems and organizing it into logical categories based on similarity. Helps to identify patterns and establish related groups that exist in qualitative datasets Affinity Diagrams

15. Define the problem under consideration Write ideas, data, facts, opinions, etc and write it on index cards or sticky notes. Place the index cards or sticky notes on a conference table or wall. Arrange the groups into similar thought patterns or categories. Develop a category title for each group (this is the affinity card). Creating an Affinity Diagram

16. Translates initial customer requirements into numerical or measurable requirements moving from general to specific. Critical to Quality (CTQ) Tree

17. Identify the customer Identify the customer’s need. Identify the first set of customer requirements Progress further with more levels as needed Validate with the customer CTQ Steps:

18. CTQ Tree: Meal Performance Example

19. A high level process view Suppliers – Who are the key suppliers? Inputs – Where do the materials come from? Processes – From 40,000 ft, what are the process steps (usually 4 to 7 process steps displayed)? Outputs – What is the end result product/service of the process? Customers – Who is the user of the end result? SIPOC

20. SIPOC - Example