MICROSCOP applying six sigma

7/27/2019 MICROSCOP applying six sigma

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EDUCATIONUNDER TH

y John T. Baun andMary Thom as Scott

Applying Six Sigmato Workplace TrainingLearning professionals know to a lways keep an eye on thebottom line. Using Six Sigma methodology can bolster yourcase for training and eliminate excess expenses.

In 2008, the U n i t e d States s p e n t an e s t i m a t e d $134 b i l l i o n on em-p l o y e e t r a i n i n g . E m p l o y e r s t r a i n e m p l o y e e s for i m p r o v i n g jo b s k i l l s ,career a d v a n c e m e n t , i n d u s t r y c e r t i fi c a t io n s , an d the q u a l i t y of l i f e oft h e i r e m p l o y e e s , a m o n g o t h e r r ea s o n s . E m p l o y e r s p r e s u m e a r e t u r n o nt h e i r i n v e s t m e n t in the f o r m of m o r e q u a l i f i e d e m p l o y e e s or e m p l o y e e sw i t h a m o r e p o s i t i v e a t t it u d e t o w a r d t h e i r job and o r g a n i z a t i o n . The l a s tt h i n g an e m p l o y e r w a n t s is to s p e n d m o n e y th a t d o e s no t r e s u l t in s o m eb e n e f i t fo r h i m .

The bottom lineT h e A m e r i c a n S o c i e t y f o r T r a i n i n g a n d D e v e l o p m e n t ( A S T D ) r e p o r t e d in2008 t h a t , on a v e r a g e , e m p l o y e r s s p e n t m o r e t h a n $1,000 per e m p l o y e ef o r t r a i n i n g n o t a c c o u n t i n g for t i m e l o s t in t r a i n i n g . E m p l o y e r s c e r t a i n l yh a v e e m b r a c e d the n e e d for e m p l o y e e t r a i n i n g w i t h s u c h an e x p e n d i t u r e .

LISTEN TO THIS FEATUREa t w w w . a s t d . o r g / T D / T D p o d c a s t s . h t m


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H o w e v e r , a c c o r d i n g t o a s t u d y o nretention in Th e Journal o f EconomicEduca t ion , t h e a n n u a l rate o f r e t e n t i o nl o s s o f m a t e r i a l l e a r n e d averages b e t w e e n 1 3 t o 2 3 p e r c e n t . I n o t h e r w o r d s ,A m e r i c a n e m p l o y e r s a r e t h r o w i n ga w a y b e t w e e n $ 17 a n d $ 3 0 b i l l i o n ay e a r o n u n u s e d o r l o s t t r a i n i n g . R e a sons a b o u n d f o r t h i s r e t e n t i o n l o ss ,r a n g i n g f r o m l a c k o f u s e o f t h e m a t e r i a l l e a r n e d t o i n t e r f e r e n c e effects f r o mo t h e r m a t e r i a l l e a r n e d , to i n a p p r o p r i a t e i n s t r u c t i o n fo r th e tasks ath a n d .

I n t h i s a r t i c l e , w e e x a m i n e o n e w a yt o a ll e v i a t e s o m e o f t h i s r e t e n t i o n l o s sa n d , t h u s , s o m e o f t h e r e s u l t i n g econ o m i c l o s s b y a l i g n i n g t r a i n i n g w i t hn e e d . T h e f i r s t step o f t h e a n a l y s i s ist h e i d e n t i f i c a t i o n o f t h e k n o w l e d g e ,s k i l l s , a n d a b i l i t i e s ( K S A s ) u s e d a n dr e i n f o r c e d b y t h e t a r g e t e d j o b ( T J) a n d ,a s im p o r t a n t , t h e i d e n t i f i c a t i o n o f t h ee x p e c t e d K S A s u s e d b y o p e r a t o r s i nt h e s u b s e q u e n t j o b ( SJ) i n t h e p r o d u c t i o n f lo w . T h i s f o c u s concentratest r a i n i n g o n t h a t w h i c h i s n e c e s s a r y ,u s e d , a n d r e i n f o r c e d , t h e r e b y r e d u c i n go v e r - t r a i n in g o r u n u s e d o r i n a p p r o p r i a t e t r a i n i n g .

A c h i e v i n g a n e f f i c i e n t a n d d i r e c t e dt r a i n i n g p r o g r a m r e q u ir e s a s y s t e m a t i cl o o k a t t r a i n i n g needs n o t o n l y f r o m t h ec o n f i n e s o f t h e j o b b u t a ls o r e l a t i v e t ot h e job's i n t e r a c t io n a n d i n t e r c o n n e c t i v -i t y t o t h e S Js . B y c o n c e n t r a t i n g o n t h ee d u c a t i o n a l p r o c e s s , o n e changes th ef o c u s f r o m t r a i n i n g f o r t h e jo b t o e d u c a t i n g f o r t h e j o b r e q u i r e m e n t s a c c o r d i n gt o c o r p o r a t e w o r k f o r c e n e e d s . T h i s s h if ta l lo w s th e t r a i n i n g d e p a r t m e n t t o t r a n s f o r m w o r k e r s f r o m m e r e j o b o p e r a t o r so r spectators (TJOs o r SJOs) t o w o r k e r si n v o l v e d w i t h t h e r e a l b u s i n e s s o f t h e i rjobs. T h i s n e w fo c u s a ls o t r a n s f o r m st r a i n i n g f r o m a r e a c t i v e - b a s e d a p p r o a c ht h a t e x a m i n e s i n d i v i d u a l j o b - r e l a t e do u t c o m e s i n t o ap r o a c t i v e e d u c a t i o n a la p p r o a c h b a s e d o n t h e w o r k e r ' s a c q u i s i t i o n o f K S A s . I n a d d i t i o n , s u c h a shi f ti d e n t i f i e s those w o r k e r s w h o h a v e t h en e c e s s a r y o r as i g n if i ca n t n u m b e r o f K S A s f o r n e w o r e x p a n d e d jobs as thec o r p o r a t i o n r e q u i r e s.

E d u c a t i o n a l a n a l y s i sO f t e n w h e n a s k e d to r e - e v a l u a t e t h eeffectiveness o f a c o r p o r a t i o n ' s t r a i n -

Through targetedtraining, operators

will build an inventoryof established, applied,

and retained knowledge.A prudent Six Sigma

analysis by a corporatetraining program that isbased on an educationalsystem review process

will prevent unnecessaryor redundant trainingfor the trainee and thelearning department.

i n g p r o g r a m , th e i n i t i a l r e a c t i o n i s :" W e h i r e g o o d t r a i n e r s w h o a l r e a d y e x a m i n e o u r tr a i n i n g p r o g r a m s to m a k es u r e t h a t t h e needs a r e a l l i n c l u s i v ea n d c u t t i n g e d g e . W h y d o w e n e e d t og o t h r o u g h a f u r t h e r a n a l y s i s ? "

T h e a n s w e r ? Because m o n e y m a t t e r s! A f a i l u r e t o m a t c h e f f e c t iv e t r a i n i n gw i t h a s t r u c t u r e d e d u c a t i o n a l p r o c e s sl e a d s to u n d e r - o r o v e r - u t i l i z a t i o no f h u m a n a n d f i n a n c i a l c a p it a l , a ls ok n o w n a s w a s t e . U n l e s s t h e t r a i n i n g isi n t e n d e d to s u p p l e m e n t t h e e m p l o y e e s ' q u a l i t y o f l i f e , c o r p o r a t e t r a i n i n g i sa n i n v e s t m e n t a n d s h o u l d b e m e a s u r e df o r i t s o n - t h e - j o b R O I . T h i s t y p e of

t r a i n i n g r e q u i r e s a s c r u t i n y o f t h e p o r a t i o n ' s e d u c a t i o n a l p r o c e s s .

T h e f o l l o w i n g o u t l in e s t h e m e t hf o r u n d e r t a k i n g a n d a n a l y z i n g a c op o r a t e e d u c a t i o n a l p r o c e s s b y e x ai n g t r a i n i n g needs r e l a t i v e t o t h e j osequence r a t h e r t h a n i n d i v i d u a l j ot r a i n i n g p r o c e s s .U s i n g S i x S i g m af o r t r a i n i n g p r o c e s s e v a l u a t i oO n e m e t h o d o f c o n d u c t i n g a p r o c ee v a l u a t i o n i s a n a n a l y s i s u s i n g S i x Sm a p r i n c i p l e s . S ix S i g m a f u n d a m e nt a l l y targets w a s t e m e a s u r e m e n t a nr e d u c t i o n . Itc a n b e a p p l i e d asr e a dto areas o f t r a in i n g a n d e d u c a t i o n aa n y i n d u s t r i a l q u a l i t y c o n t r o l e n d eo r . T o d e s i g n a n a p p r o p r i a t e c o r p orate e d u c a t i o n a l a n a l y s i s a n d p r o ct h e d e s i g n a p p l i c a t i o n D e s i g n F o r S i g m a (DFSS) u s i n g t h e D e f i n e - M es u r e - A n a l y z e - D e s i g n - V e r i f y ( D M Am e t h o d o l o g y is m o r e a p p r o p r i a t et h a n t h e t r a d i t i o n a l D e f i n e - M e a s uA n a l y z e - I m p r o v e - C o n t r o l ( D M A I Cm o d e l . B e l o w w e u n p a c k e a c h stept h e D M A D V m e t h o d .

D e f i n eT h e f i r s t step f o r a s s e s s i n g a c o r p orate e d u c a t i o n s y s t e m b e g i n s w i t ha n a l y s i s b y aS i x S i g m a B l a c k B e lt (w h o f a c i l i t a t e s t h e assessment o f to r g a n i z a t i o n a l a n d o p e r a t i o n a l neeb y a s s e m b l i n g a n d t r a i n i n g a t e a mi n c o r p o r a t e t h i s b r o a d e r o u t l o o k . Fe x a m p l e , a t r a i n i n g d e p a r t m e n t m is a y : " W e a r e i n s t i t u t i n g an e w e m a ip r o g r a m o n o u r i n t r a n e t a n d n e e dg e t e v e r y o n e t r a i n i n g o n t h e n e w pg r a m . " A B B t e a m w o u l d s a y : " W e al o o k i n g a t t h e e d u c a t i o n a l processn e e d e d w i t h i n t h e o r g a n i z a t i o n t o p o r t t h e c o r p o r a t io n ' s c o m m u n i c a tp l a t f o r m , a n d w e a r e i d e n t i f y i n g the l e m e n t s t h a t a re c r i t i c a l t o q u a l i t y( C T Q s ) t o a s s u r e s u c c e s s f u l p e r f o r m a n c e . " A t t h i s stage, t h e a n a l y s i s c u r s t h r o u g h r e v e r s e e n g i n e e r i n g .

T o i d e n t i f y t h e C T Q s o f a T J , t h ea n a l y s i s b e g i n s b y r e g a r d i n g t h e t r ai n g p r o g r a m ( o r ap r o c e s s l i n e ) w i tt h e o r g a n i z a t i o n a s a n e d u c a t i o n a lt e m . A c c o r d i n g t o S ix S i g m a p r i n c i pt h e C T Q s o f a f u n c t i o n a r e d e f i n e df r o m t h e p e r s p e c t i v e o f t h e needso


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s c u s t o m e r s . H e r e , t h e c u s t o m e r s ofJ s, f o r e d u c a t i o n a l p u r p o s e s , are

h e SJOs. T o i d e n t i f y th e needs o f t h eon the o u t p u t of t h e T ] ,

h e B B t e a m b e g i n s b y o r g a n i z i n gof t h e SJOs to i d e n t i f y

t h e T J O ' s o u t p u t t h a t i m p a i re n t j o b q u a l i t y . T h e p u r p o s e

is n o t to a s c e r t a i n t h e T J O ' sof e d u c a t i o n b u t r a t h e r to ask

h e SJOs w h a t a d d i t i o n a l o p e r a t i o n sbe p e r f o r m e d b y t h e T J O t h a ti m p r o v e th e SJOs' p e r f o r

n c e a n d q u a l i t y o u t p u t a n d re e w a s t e . T h e d i f f e r e n c e b e t w e e n

K S A s a n d t h e SJO's C T Q sT J O ' s g a p s i n l e a r n i n g ( G I L ) . T h i s

a n be e x p r e s s e d asCTQsSJO-KSAsTJO =GILsTJOA f t e r i d e n t i f i c a t i o n o f t h e g a p s , th e

d t r a i n i n g t e a m meets w i t h th eto e l i c i t t h e T J O s ' preferences f o r

those g a p s . T h e T J O s ' i n p u tc r i t i c a l f o r m a n y r e a s o n s . F i r s t , once

he c a n p a r t i c i p a t em a k i n g h i s o w n t r a in i n g as b e n e f i

as p o s s i b l e . T h i s w i l l r e s u l t i n ai n t e r e st f r o m t h e T J O i n a s m u c h

s he h a s h a d i n p u t i n t o t h e t r a i n i n gas o p p o s e d to a p r o t o c o l beg f o i s t e d u p o n h i m .

S e c o n d , t h e T J O m a y w e l l h e l pt h e t r a i n i n g t o embrace o n l y

e l e m e n t s necessary to f i l l h i sw n G I L s . F o r e x a m p l e , f r o m t h e T J O ' s

it m a k e s no sense to s e n dto a f u l l d a y o f M i c r o s o f t

w h e n t h e y i n t e n d to u s ea m o n l y s p o r a d i c a l l y a n d

needs c o u l d a d e q u a t e l y be m e tH e l p p r o g r a m v i d e o or

- o n - o n e t r a i n i n g . S u c h t a r ge t e denables T J O s to become acp a r t i c i p a n t s i n o b t a i n i n g t h e h e l p

t o p e r f o r m t h e i d e n t i f i e dT Q c o m p o n e n t s .

T h e w o r k f l o w p r o c e s s a n d itsp o n e n t p i e c e s a n d i n p u t s c a n be

as s h o w n i n F i g u r e 1.A l t h o u g h f o c u s g r o u p s a r e a n i m

to o b t a i n i n f o r m a t i o nm u c h o f w h a t c u s t o m e r s

t o t h e a r t i c l e " H i d d e n M i n d s "th e Harvard Business Review, u p

to 95p e r c e n t o f w h a t a c u s t o m e r ( t h eS JO ) w a n t s f r o m a n e w s e r v i c e ore d u c a t i o n a l p r o g r a m m a y n o t b ea b l e to be a r t i c u l a t e d or e v e n i d e n t i f i e d . H e r e , the BB b r i n g s v a l u e tot h e p r o c e s s . H o w e v e r , the BB w h oc o n d u c t s th e C T Q a n a l y s i s needs tod i g d e e p e r a n d not s i m p l y r e l y o na f o c u s g r o u p to u n c o v e r t h e r e a lneeds of t h e o p e r a t o r s .

T o c o u n t e r a c t s u c h p o s s i b l e o m i s s i o n o f C T Q s , a f u l l i n v e n t o r y a n d a n a l y s i s o f t h e K S A s f o r e a c h e m p l o y e e i nt h e w o r k p l a c e s h o u l d be u n d e r t a k e n .C o m p r e h e n s i v e i n t e r v ie w s w i t h p r i o rj o b o p e r a t o r s ( P J O s ) , SJOs, a n d c u r r e n tT J O s r e v e a l a t r u e 3 6 0 degree a n a l y s i so f w h a t t h e T J O s n e e d .

A f t e r f a c i l i t a t i n g t h e f o c u s g r o u p sa n a l y s i s , t h e B B c o n s t r u c t s a cause a n deffect d i a g r a m t h a t c h a r t s t h e causest h a t l e a d to a n o u t c o m e . C o u p l i n gt h i s c h a r t to t h e i n f o r m a t i o n g l e a n e df r o m t h e f o c u s g r o u p s , t h e B B i d e n t i f i e s t h e h u r d l e s to t h e r e s o l u t i o n ofj o b c o m p l e t i o n or i m p r o v e m e n t w i t ha v i s u a l d i s p l a y t h a t i d e n t i f i e s thosei m p e d i m e n t s t h at p r e v e n t e m p l o y e e sf r o m b e i n g f u l l y e f f e c t i v e .

A f t e r t h e C T Q s a r e i d e n t i f i e d a n db a r r i e r s e x p o s e d , t h e B B t e a m m u s tl e a d th e o r i g i n a l f o c u s g r o u p t h r o u g ha r a n k i n g o f t h e G I L s . T h e r a n k e d G I L sw i l l f o r m t h e b a si s o f t h e l e a r n i n gm o d e l n e e d e d f o r t h e T J O s to f u l f i l lt h e i r j o b needs a n d d e l i v e r t h e C T Q sf o r t h e SJOs.

A f t e r r a n k i n g t h e G I L s , t h e f o c u st u r n s t o th e i d e n t i f i c a t i o n o f le a r n i n gp r o g r a m s t h a t h a v e t h e c a p a b i l i t y tof u l f i l l t h e G I L s b y t e a c h i n g those K S A st h a t r e i n f o r c e t h e C T Q s . I n t h e samew a y t h e o p e r a t o r h a s b e e n e v a l u a t e dt o d e t e r m i n e w h a t K S A s a r e p r e s e n t o rl a c k i n g , a t r a i n i n g p r o g r a m i s e v a l u a t e dt o d e t e r m i n e w h a t K S A s i t c a n d e l i v e rs o t h a t t h e t r a i n i n g w i l l m a t c h t h e G I L Sw i t h o u t excess o r r e d u n d a n t t r a i n i n g .S i m p l y p u t , t r a i n i n g p r o g r a m s n e e da n a l y s i s to i d e n t i f y t h e K S A s i n s t i l l e d b ya p o t e n t i a l t r a i n i n g p r o g r a m .

T a k e t h e M i c r o s o f t E x c e l t r a i n i n ge x a m p l e : T h e K S A s d e l i v e r e d i n E x c e lt r a i n i n g e n a b l e a n o p e r a t o r t o createa s p r e a d s h e e t or p e r f o r m f u n c t i o n sw i t h i n t h a t E x c e l p r o g r a m . T h e K S A s oft h i s s o f t w a r e p r o g r a m p r o v i d e

Knowledge to w o r k o n a t a b l e / g r i d

e n v i r o n m e n t to i d e n t i fy c o l u m n s a n d r o w s to i d e n t i f y c e l l a d d r e s s e s i n a t a b l eSkills

to u s e t h e u p a n d d o w n a n d l e fta n d r i g h t b u t t o n s o n a c o m p u t e r to u s e t h e p a g e u p a n d p a g ed o w n k e y s

to i n c r e a s e d e x t e r i t yAbilities

to e n a b l e t h e u s e r t o a d d a c o l u m no f n u m b e r s

to e n a b l e t h e u s e r t o p e r f o r m s t a t i s t i c a l f u n c t i o n s

to e n a b l e t h e u s e r t o p e r f o r mm a t h e m a t i c a l c a l c u l a t i o n s .

C o n s i d e r a s i t u a t i o n i n w h i c h a no p e r a t o r , w o r k i n g f o r a c u s t o m p a r t sm a n u f a c t u r e r , r e q u i r e s t r a i n i n g top e r f o r m a m a c h i n i n g o p e r a t i o n f o r ap r e - d e t e r m i n e d n u m b e r o f p a r ts p e ro r d e r f o r a c o m p a n y . T h e o p e r a t o rm u s t , as p a r t o f h i s j o b , select t h ec o r r e c t a m o u n t o f r o u g h - s i z e dm a t e r i a l f r o m t h e m a t e r i a l s t o ra g e .T h e d r a w i n g i d e n t i f i e s t h e l e n g t h a n dw i d t h o f t h e object to be m a c h i n e d . Ina d d i t i o n , t h e d r a w i n g notes state t h a tt h e p a r t w i l l best f it o n t h e m a t e r i a ls t o c k d i a g o n a l l y .T o a s c e r t a i n t h e l e n g t h o f t h e s t o c kn e e d e d to p r o d u c e these p a r t s , th efirst step is to d e t e r m i n e t he m a x i m u md i a g o n a l d i s t a n c e b e t w e e n t h e t w of a r t h e s t p o i n t s , or i n g e o m e t r i c t e r m s ,t h e h y p o t e n u s e o f t h e t r i a n g l e o f t h el e n g t h a n d t h e w i d t h o f t h e m a t e r i a l . T o d o t h i s , o n e m u s t c a l c u l a t e as q u a r e r o o t . T h u s , o n e o f t h e C T Q s f o rt h is p a r t ic u l a r m a c h i n i n g o p e r a t i o ni s t h e i d e n t i f i c a t i o n a n d c a l c u l a t i o no f s q u a r e r o o t s . T h e o p e r a t o r w i l l p e r f o r m t h e c a l c u l a t i o n u s i n g E x c e l .

In o u r e x a m p l e , t h e r e l e v a n t t r a i n in g q u e s t i o n i s : " M u s t t h e o p e r a t o r s itt h r o u g h a f u l l d a y of E x c e l t r a i n i n g tol e a r n t h i s r e l e v a n t j o b o p e r a t i o n or ist h a t e m p l o y e e better s e r v e d b y a t r u n c a t e d , t a r g e t e d t r a i n i n g of E x c e l ? " C o n d u c t i n g s u c h a d e t a i l e d C T Q a n d K S Ai d e n t i f i c a t i o n f o r e v e r y o p e r a t i o n a n de v e r y o p e r a t o r o r e m p l o y e e m a y n o tb e j u s t i f i e d b y a c o m p r e h e n s i v e cost-b e n e f i t a n a l y s i s i n e v e r y s i t u a t i o n , b u tw h e n t r a i n i n g d o l l a r s a r e ti g h t , a c l o s e r


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Americanemployersarethrowing away between$17 and $30 billion a yearon unused or lost training.Reasons abound for thisretention loss, rangingfrom lack of use of thematerial learned to in-terference effects fromother material learned,to inappropriate instruc-tion for thetasksat hand.

s c r u t i n y t o m a t c h needs w i t h t r a i n in g benefits t h e b o t t o m l i n e . T h u s , b yd e f i n i n g t h e C T Q s o f t h e j o b task, t h eK S A s o f t h e o p e r a t o r s , a n d th e G I L s t h eB B t e a m i s r e a d y to b e g i n assessmento f t h e n e w t r a i n i n g p r o t o c o l s .M e a s u r eT h e next step i n t h e D F S S m e t h o d o l o g y , t h e measure p h a s e , v a l i d a t e st h e m e t r i c s f o r t h e n e w p r o c e s s . T h i sphase h a s t w o a p p l i c a t i o n s : t h e m e a s u r e m e n t o f t h e C T Q s a n d K S A s oft h e i n t e r n a l t r a i n i n g , a n d t h e establ i s h m e n t o f o u t c o m e s m e a s u r e m e n tm e t r i c s o f t h e p re - a n d p o s t - s o l u t i o na n a l y s i s t o measure t h e i m p a c t o f t h et r a i n i n g p r o c e s s .

T h e i n t e r n a l m e t r i c s a r e thosemeasurements that c o r r e l a t e t h e C T Q so f t h e j o b t o t h e K S A s d e l i v e r e d b y t h et r a i n i n g p r o g r a m . O n e s u c h m e t h o d ist o i d e n t i f y t h e K S A s i n t e g r a l to v a r i o u st r a i n i n g p r o g r a m s a n d c o m p a r e t h e mt o th e C T Q s r e q u i r e d . T h i s c o r r e l a t i o ni s a c c o m p l i s h e d u s i n g aK S A / C T Q m a t r i x . T h e g o a l i s t o i d e n t i f y those a v a i l able t r a i n i n g p r o g r a m s that c a n t r a i nt h e h i g h e s t n u m b e r o f r e l e v an t K S A sa n d hence f u l f i l l t h e greatest n u m b e ro f C T Q s . T h e p r o g r a m that d e l i v e r s t h eh i g h e s t n u m b e r o f K S A s r e q u i r e d f o ra p a r t i c u l a r j o b d i s t i n g u i s h e s i t se l f ast h e m o s t e f f e c t i v e t r a i n i n g p r o t o c o l f o rthat p o s i t i o n .

A n o t h e r m e t h o d u s e d b y t h e B Bt e a m a n d t h e f o c u s g r o u p s is t o rateK S A s q u a n t i t a t i v e l y b y w h i c h b o t h

t r a i n e r s a n d o p e r a t o r s rate t h e m o s ti m p o r t a n t K S A s o r C T Q s fo r a p a r t i c u l a r j o b r e g a r d l e s s o f f r e q u e n c y . T h i sprocess i d e n t i f i e s t h e m o s t i m p o r t a n tfeatures t h r o u g h t h e u s e o f w e i g h t e dmeasures s u c h a s as i m p l e L i k e r t scale.E a c h p l a n t o r o p e r a t i o n s d i v i s i o n w i l lh a v e t o e v a l u a t e i ts o w n C T Q s a n dK S A s i n am a n n e r that satisfies th er e q u i r e m e n t s o f t h e o p e r a t i o n a s w e l las the needs o f t h e o p e r a t o r o r d i v i s i o nd o w n t h e l i n e .

I n t h e s e c o n d a p p l i c a t i o n oft h e measure p h a s e , t h e o u t c o m em e t r i c s e v a l u a t e t h e i m p a c t o f t h et r a i n i n g , t y p i c a l l y t h r o u g h a p r e -a n d p o s t - i n t e r v e n t i o n a n a l y s i s . T h i si n c l u d e s assessment a n d t e s t i n g ,measurements r e g a r d i n g r e t e n t i o no v e r t i m e , a c c u r a c y o f c a l c u l a t i o n s ,increase i n p a r t q u a l i t y , a n d s o f o r t h .O u t c o m e m e t r ic s v a r y d e p e n d i n go n t h e character o f t h e o u t c o m e asw e l l ass u i t a b i l i t y o r f i t o f a p a r t i c u l a rm e t r i c m e t h o d o l o g y .

A n a l y z eA f t e r e s t a b l i s h i n g t h e measurements o fth e K S A s , C T Q s , a n d G I L s , t h e next stepi s t h e d e v e l o p m e n t o f a t r a i n i n g p r o g r a m w i t h a l l three o f these parametersi n m i n d . D e v e l o p i n g a t r a i n i n g p r o g r a mthat satisfies these parameters w i l l a l lo w a t r a iner to d r i l l d o w n t o in c l u d eo n l y necessary t r a i n i n g a n d t o d i s c a r dt h e u n n e c e s s a r y o v e r - t r a i n i n g . A t t h i sstage i t i s i m p o r t a n t t o d i s t i n g u i s h C T Q so r K S A s that a r e a lr e a d y k n o w n b y t h eo p e r a t o r s b u t m a y n o t b e p r o f i c i e n t l yu s e d o r m a s t e r e d f r o m these that a r e u n k n o w n to best m a t c h t h e t r a i n i n g needs.T h e o p e r a t o r a l r e a d y m a y h a v e t h e K S A st o p e r f o r m t h e C T Q s b u t m a y n o t b ep r o f i c i e n t i n t h e i r u s e . K n o w l e d g e w i t h o u t p r o f i c i e n c y c a n r e s u l t i n G I L s , b u t i ns u c h a case arefresher o r r e m e d i a t i o np r o g r a m , r a t h e r t h a n n e w t r a i n i n g , m a yb e the better c h o i c e .

A t t h i s stage, t h e B B t e a m w i l l a n a l y z e t h e d e s i g n feature needs o f t h et r a i n i n g . O n e m e t h o d f o r e s t a b l i s h i n go r o r d e r i n g th e C T Q s , K S A s , a n d G I L si s t h e c r e a t i o n o f a c u s t o m e r d e m a n dm o d e l ( C D M ) i n w h i c h C T Q s c o r re l a tet o d e m a n d s . A f t e r i n d e n t i f y i n g a n dp r i o r i t i z i n g t h e d e m a n d s a n d th e K S A sn e e d e d t o s a t i s f y those d e m a n d s , t h e

f i n a l step i s t o c a t e g o r i z e t h e K S A s 'c h a r a c t e r is t i c s a c c o r d i n g t o l e a r n i n gr e t e n t i o n a n d u se , i m p o r t a n c e , costt o s a t is f y , o r o t h e r r e l e v a n t g r o u p i n gcategories. A n o t h e r m e t h o d f o r o r din g t h e C T Q s ( a n d hence t h e G I L s ) iw e i g h t th e C T Q s a n d G I L s b y p e r f o rin g p a i r - w i s e c o m p a r i s o n s b e t w e e nt h e C T Q s a n d th e d e m a n d s .

I n o u r e a r l i e r E x c e l e x a m p l e , t h eC T Q i s t h e n e e d t o f i n d t h e d i s t a n c eb e t w e e n t h e t w o p o i n t s a n d th e K S Aa r e t h e necessary k n o w l e d g e , s k i l l s ,a n d a b i l i t i e s o f a n o p e r a t o r t o c a l c ut h e r e s u l t i n g s q u a r e r o o t . A t t h i s stat h e K S A s i n h e r e n t t o t h e task a r e e va t e d r e g a r d i n g a l e a r n e r ' s a b i l i t y t oa s s i m i l a t e t h e K S A s t o s a ti s f y t h i s C Ta n d r e l a t i v e t o t h e G I L s o f a p a r t i c u lo p e ra t o r. B y c o m p a r i n g t h e C T Q s wt h e G I L s o f t h e o p e r a t i o n s , t h e t r a i nt h e n c a n b e c o r r e l a t e d t o o n l y thoseC T Q s that n e e d t o b e a d d r e s s e d , o nthose K S A s n e e d e d , a n d i n a m a n n ethat t h e T J O w i l l e f f e c t i v e l y a b s o r b .

N a r r o w i n g th e range o f t r a i n i n gK S A s affects choices r e g a r d i n g d e l i va n d asset a l l o c a t i o n . F o r e x a m p l e , ift h e o p e r a t o r s n e e d t o i d e n t i f y a n d cc u l a t e a s q u a r e r o o t , b u t th e c o r p o rt i o n does n o t h a v e t h e h a r d assets ts u p p l y e a c h o p e r a t o r w i t h a c o m p u ta t r a i n i n g p r o g r a m i n c o r p o r a t i n g as i m p l e $4 c a l c u l a t o r a n d a r e v i e w ot h e P y t h a g o r e a n t h e o r e m r a t h e r t h aa f o u r - h o u r E x c e l o r C A D s o f t w a r et r a i n i n g m a y b e t h e m o s t cost-effecm e t h o d t o s a ti s fy t h e r e q u i r e d K S At r a i n i n g a n d s a t i s f y t h e C T Q f u n c t i o

T h u s , after th e necessary G I L s a n dt h e i r h i e r a r c h y ar e e s t a b l i s h e d , t h e B Bt e a m i s r e a d y t o d e s i g n a t r a i n in g p r og r a m that best addresses these G I L s . Tw i l l v a r y a c c o r d i n g t o t h e p r o g r a m s tha r e a v a i l a b l e , t h e c o m p e t e n c y o f e a c ht r a i n e r w i t h a v a r i et y o f t ra i n i n g p r o t oc o l s , t h e t i m e r e q u i r e d f o r t h e t r a i n i n ga n d t h e resources o f t h e c o m p a n y .D e s i g nI n t h e d e s i g n phase t h e B B t e a md e s i g n s v a r i o u s t r a i n i n g p r o g r a m sthat c a n s a t i s f y t h e e s t a b l i s h e d G I L st h r o u g h th e u se o f e x i s t i n g p r o g r a mi n t r o d u c t i o n o f n e w p r o g r a m s , o r t ha m a l g a m a t i o n o f sections o f v a r i o ustock p r o g r a m s . T h e B B t e a m d e v e l


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Figure 1 | KSAs/CTQs& JOB IDENTIFICATIONLOOP

t h e t r a i n i n g d e s i g n u s i n g s i m u l a t i o nt o o l s t o p r e d i c t C T Q p e r f o r m a n c e ,e v a l u a t i n g t h e i t e r a t i o n s a n d r e v i s i n g t h e p l a n u n t i l t h e C T Q p r e d i c t i o n smeet t h e t r a i n i n g r e q u i r e m e n t s .

By s i m u l a t i n g t h e t r a i n i n g e f f e c t iv e ness a n d i n t r o d u c i n g a p i l o t p r o g r a m ,t h e S i x S i g m a a n a l y s i s assists i n d e c i d i n gt h e m o s t c o s t - e f f e c t i v e t r a i n i n g w i t h i n ac o r p o r a t i o n ' s b u d g e t a n d a v o i d s w a s t e o ff i n a n c i a l r e s o u r c e s . H e r e i t i s n e c e s s a r yt o d e v e l o p m u l t i p l e a v e n u e s t o a d d r e s st h e G I L s b y f ir st b r a i n s t o r m i n g v a r i o u sd e s ig n s a n d c o n d u c t i n g a f o c u s g r o u pw i t h i n p u t f r o m th e b u d g e t o w n e r , n a r r o w i n g d o w n t h e v a r i o u s t r a i n i n g p r o g r a m s t o t w o o r t h r e e p o s s i b l e p r o g r a m sa n d f i n a l l y s e t t l i n g o n t h e m o s t b e n e f i c i a l a n d e ff e c t iv e p r o g r a m . F o r t r a i n i n gt o b e n e f it t h e c o r p o r a t i o n , i t m u s t e n h a n c e p r o d u c t i v i t y a n d b e cost effect iv ea n d a f f o r d a b l e .

O n c e t h e p i l o t meets t h e d e m a n d f o rt r a i n i n g , t h e B B t e a m m u s t d e v e l o p a ne f f ic i e n t a n d co s t -e f f e c ti v e i m p l e m e n t a t i o n p l a n . A t t e n t i o n t o t h e b u d g e tis c r i t i c a l : A t ra i n i n g d e p a r t m e n t n o ta w a r e o f b u d g e t a r y c o n s i d e r a t i o n s f o ri t s p r o g r a m s m a y s o o n b e c o m e a t r a i n i n g d e p a r t m e n t i n s e a r c h o f a c o m p a n y !VerifyT h e la s t p h a s e o f t h i s p r o c e s s i s t h ev e r i f y p h a s e i n w h i c h t h e B B a n d

t r a i n i n g d e p a r t m e n t v e r i f y t h a t t h et r a i n i n g p r o g r a m h a s m e t t h e necess a r y G I L s f o r t h e S J O s ' n e e d s . T h e B Bt e a m d o e s so b y d e v e l o p i n g c o n t r o lp l a n s a n d m e t r i c s a n d c o l l e c t i n gp e r f o r m a n c e d a t a a f te r t r a i n i n g . H e r et h e B B t e a m c o n t i n u e s t o c o l l e c t a n dm e a s u r e t h e f u l l p a n o p l y of m e t r i cs ,d e v i c es , a n d i n f o r m a t i o n g a t h e r e dt h r o u g h t h e f o c u s g r o u p s , s u r v e y s ,l o s s a n a l y s i s , a n d so f o r t h to c h e c kf o r f a i lu r e s i n t r a i n i n g a n d t h e i r e f fect o n o p e r a t i o n s . T h e u s e o f a n yp a r t i c u l a r e v a l u a t i o n m e t h o d a n dm e t r i c s a r e p a r t i c u l a r t o t h e jo b o p e r a t i o n b e i n g m o n i t o r e d .Use DMADV to maximizetraining resourcesB y e v a l u a t i n g i n d u s t r i a l t r a i n i n g n e e d st h r o u g h aS i x S i g m a a n a l y s i s p r o c e s s o ft a r g e t e d e d u c a t i o n , w a s t e i s e l i m i n a t e d t h r o u g h t w o c h a n n e l s :

T h e r e d u c t i o n i n t h e s c o p e o ft r a i n i n g t o e l i m i n a t e t h a t w h i c h isu n n e c e s s a r y a n d g r e a t e r e f f i c i e n c y d u e to l i m i t e d r e m e d i a l t r a i n i n gf o r o p e r a t o r s w h o s e K S A s w e r el o st t h r o u g h d e c a y

R e t e n t i o n lo s s a n d t h e r e d u c t i o ni n t h e a m o u n t o f t r a i n i n g h o u r st h a t T J O s c o n s u m e f o r t r a i n i n g .

A s jobs b e c o m e m o r e c o m p l e x , th e yw i l l r e q u i r e a l a r g e r r e p e r t o i r e o f K S A s .

T h r o u g h t a r g e t e d t r a i n i n g , o p e r a t o r sw i l l b u i l d a n i n v e n t o r y o f e s t a b l i s h e d ,a p p l i e d , a n d r e t a i n e d k n o w l e d g e . Ap r u d e n t S i x S i g m a a n a l y s i s b y a c o r p o rate t r a i n i n g p r o g r a m t h a t is b a s e d o na n e d u c a t i o n a l s y s t e m r e v i e w p r o c e s sw i l l p r e v e n t u n n e c e s s a r y o r r e d u n d a n tt r a i n i n g f o r t h e t r a i n e e a n d t h e l e a r n in g d e p a r t m e n t .T r a i n i n g d e p a r t m e n t s n e e d to e v a l u a t e c o r p o r a t e n e e d s p r i m a r i l y f r o mt h e e y e o f t h e c u s t o m e r , r a t h e r t h a n t h ev i e w p o i n t o f t h e t r a i n e r . E x c e s s o r u n r e l a te d t r a i n i n g le a d s t o b o r e d o m , l o s so f r e t e n t io n , a n d f i n a n c i a l w a s t e , a n dd o e s n o t m a x i m i z e t h e h u m a n c a p i t a lr e s o u r ce s o f t h e c o r p o r a t i o n . T+DJohn T. Baun is a principal consultant atJE Baun and Associates, a consulting firmspecializing in the educational and finan-cial optimizing of corporate training andprocesses; jtbaun@jebassocia tes. com.Mary Thomas Scott has worked in bothth e private and public sectors, includingSi x Sigma work environments, conductingworkforce analyses and supporting orga-nizational development for more than 20years; [email protected].


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Baun, John T.; Scott, Mary Thomas

Business Education under the Microscope: Applying Six Sigma to Workplace

Training

T+D 64 no8 Ag 2010 p. 62-7

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