Customer Expectations

Customer Expectations

Standards Certifications Inspections Packaging Others

Standards

Identify applicable product standards Identify applicable test standards Understand and implement

Certifications

Quality Management System (ISO 9001:2008) Environmental Management System (ISO 14001:2004) OHSAS 18001:2000 CE Mark

Inspections

Second party inspection Third party inspection Self inspection

Packaging

Proper packaging material Export worthy packaging Usage of symbols Counter presence Packaging cost

Others

Cleanliness Finish Compliance Timiliness Variation

Methods

Benchmarking Reliability Studies FMEA QFD Six Sigma

Six SigmaSix Sigma

What is Six Sigma?

1. Philosophy: We should work smarter, not harder.

2. Business strategy: We gain a competitive edges in Quality, Cost, Customer Satisfaction.

3. Statistical measurement:We measure defect rates in all processes through an expanding statistical concept.

What is Six Sigma?

Sigma is a statistical measure of variation from the average

For a manufacturing process, the sigma value is a metric that indicate how well that process is performing.

The value of 1 sigma is one standard deviation from the mean.

Six Sigma Approach

Combines some of the best technique of the past with recent breakthroughs in management thinking and plain old common sense.

The term ‘Six Sigma’ is a reference to a particular goal of reducing defects to near zero.

Benefits:

The goal of Six Sigma is to increase profits by eliminating variability, defects and waste that undermine customer loyalty.

Goals of Six Sigma

To achieve Zero Defect (3.4 PPM) in all outputs of the company through:

a) Measurement of defects in six sigma scale

b) Process re-design to improve capability

c) Involvement of all Employees

Six Sigma Belts:

Black Belt: Someone who either coaches or actually leads a Six Sigma team.Master Black Belt: A person who coaches a large number of Six Sigma teams.Green Belt: Employees who have received basic Six Sigma training.

Calculating Sigma

Step 1: Calculating Defects per Unit (DPU)

DPU = Total number of defects Total number of units

Calculating Sigma

Step 2: Calculating Defects Per Million Opportunities for error (DPMO)

DPMO = DPU X 1,000,000No. of opp. for error

Calculating Sigma

Step 3: Correlate the DPMO to the chart showing correlation between “defects per million opportunities” and sigma levels.

Sigma and it’s DPMO

Sigma (σ) value Defects per million opportunities

(+/-) 2 308, 537.0

(+/-) 3 66, 810.0

(+/-) 3.5 22, 750.0

(+/-) 4 6, 210.0

(+/-) 4.5 1,350.0

(+/-) 5 233.0

(+/-) 5.5 32.0

(+/-) 6 3.4

SIGMA CONVERSION CHARTSIGMA CONVERSION CHART

Tolerance

UCL

USL

LCL

LSL

X

+3σ

+6σ

-3σ-6σ

Case ExampleSTEP

ACTION EQUATION

CALCUL.

1. How many units were put through the Process?

-- 1283

2. How many came out error free?

-- 1138

3. Compute the yield of the process.

step 2/ step 1 0.8870

4. Compute the defect rate. 1 – step 3 0.113

5. Compute the number of potential things that could create a defect.

N number of CTQs (Critical

To Quality parameters)

24

Case ExampleSTEP

ACTION EQUATION

CALCUL.

6. Calculate the defect rate per CTQ characteristics

Step 4/ step 5 0.0047

7. Compute the defects per million opportunities

Step 6 X 1,00,000

4709

8. Convert the DPMO into sigma value using the sigma conversion chart

-- 4.1 sigma

9. Draw conclusions Slightly above

average performanc

e

Six Sigma Tools:

There are two six sigma methodologies:

DMAIC (define, measure, analyze, improve, control)DMADV (define, measure, analyze, design, verify)

Six Sigma Tools:

For existing processesD DefineM MeasureA AnalyzeI ImproveC Control

Six Sigma Tools:

For new processesD DefineM MeasureA AnalyzeD DesignV Verify

The Journey

Six Sigma aims at continual improvement through the journey

starting from the existing sigma level, gradually moving towards six sigma

level and beyond.