Word doc

© 2013 UH-COT

Improve Phase

Lesson 1: Introduction to the Improve Phase

1

© 2013 UH-COT

Improve Phase Lessons 1. Introduction to the

Improve Phase 2. What is Brainstorming &

Benchmarking? 3. What is a PICK Chart? 4. PICK Chart Example 5. What Multi-voting? 6. What is Nominal Group

Technique (NGT)?

Lean Six Sigma Yellow Belt – Improve

7. What is a Prioritization Matrix?

8. What is a Process Decision Program Chart (PDPC)

2

© 2013 UH-COT

Purpose of the Improve Phase

Develop & implement solutions: 1. Develop (brainstorm) a list of possible/potential

process improvements/solution ideas 2. Narrow down this list to a manageable number 3. Determine the necessary improvement(s)/best

solution(s) 4. Develop an implementation plan for each solution 5. Implement process improvement(s)/solution(s)

Lean Six Sigma Yellow Belt – Improve

3

© 2013 UH-COT

Improve Phase

Lesson 2: What is Brainstorming & Benchmarking?

(5 Minute Lesson)

4

© 2013 UH-COT

Brainstorming (Analyze Phase – Lesson 2)

• Method for creatively & efficiently generating a high volume of ideas – Free of criticism &

judgment – Transforms “the same

old way” of thinking – Facilitates building off

of others’ ideas

Lean Six Sigma Yellow Belt – Improve

5

Idea Generation or “Ideation”

© 2013 UH-COT

Benchmarking • Comparing work practices & sharing information

so both parties can improve 1. Identify process/area needing improvement 2. Determine leader(s) in that area (inside or outside

your industry) 3. Gather data about the other organization’s

processes/performance 4. Compare this to your organization's

processes/performance 5. Analyze data looking for gaps 6. Determine ways to address the gaps/improve

Lean Six Sigma Yellow Belt – Improve

6

© 2013 UH-COT

Benchmarking (cont’d)

• Investigating how others have solved similar problems (obtaining ideas from outside your organization) – Ask subject matter experts – Use Google Scholar or Google Books – Search ASQ’s online resources – Find books, articles, etc. through UH Library

(available for UH students only)

Lean Six Sigma Yellow Belt – Improve

7

© 2013 UH-COT

ASQ’s Online Resources

Lean Six Sigma Yellow Belt – Improve

8

Search results:

© 2013 UH-COT

Improve Phase

Lesson 3: What is a PICK Chart?

(5 Minute Lesson)

9

© 2013 UH-COT

PICK Charts

• Method for organizing improvement ideas – Possible – Implement – Challenge – Kill

• Helps to determine the most useful ideas

Lean Six Sigma Yellow Belt – Improve

10

P I

K C

© 2013 UH-COT

Anatomy of a PICK Chart

Lean Six Sigma Yellow Belt – Improve

11

Ideas labeled with identifiers

Implementation scale* – how hard is idea to

implement?

Benefit/impact scale – how much benefit/impact will

idea have?

Ideas arranged based on ease of

implemen- tation & benefit/ impact

*Includes assessment of cost of implementation – more expensive ideas are typically harder to implement

© 2013 UH-COT

Creating PICK Charts Steps: Useful actions:

1. Obtain ideas Collect ideas through brainstorming, benchmarking, etc.

2. Label ideas Write down ideas (on white board, flip chart paper and/or one per Post-It) & give each idea a unique identifier (i.e., number, letter, etc.)

3. Arrange ideas in chart

For each idea, consider the following & arrange it in the chart according to the scales provided:

• How easy/hard is the idea to implement? • How much benefit/impact will the idea have?

4. Assess & refine ideas

Consider the ideas in each category further: • Possible – Ideas for “plan B” • Implement – Ideas to implement now • Challenge – Ideas to change/modify (make easier to implement, provide

more benefit/impact, etc.) • Kill – Ideas to abandon

Lean Six Sigma Yellow Belt – Improve

12

© 2013 UH-COT

Creating PICK Charts

Lean Six Sigma Yellow Belt – Improve

1

9

6

8

5

2 4

7 3

10

13

Steps 1 & 2 Steps 3 & 4

© 2013 UH-COT

Improve Phase

Lesson 4: PICK Chart Example (5 Minute Lesson)

14

© 2013 UH-COT

Best Practices for PICK Charts

1. Obtains ideas through brainstorming, benchmarking, etc.

2. Describes ideas through brief statements (not long phrases/sentences), labeled with unique identifiers

3. Labels scales used within chart clearly 4. Arranges ideas in chart based on scales

provided

Lean Six Sigma Yellow Belt – Improve

15

© 2013 UH-COT

Example – Reduce Fuel Consumption

Lean Six Sigma Yellow Belt – Improve

16

Im pl

em en

ta tio

n

1. Walk more 2. Ride bike more 3. Get a tune-up 4. Adjust route to

work 5. Carpool to work 6. Drive slower 7. Telecommute 8. Take public

transportation 9. Buy higher quality

gas 10. Buy new car

Benefit/Impact

Low High

Easy

Hard

© 2013 UH-COT

Example – Reduce Fuel Consumption

Lean Six Sigma Yellow Belt – Improve

17

Im pl

em en

ta tio

n

1. Walk more 2. Ride bike more 3. Get a tune-up 4. Adjust route to

work 5. Carpool to work 6. Drive slower 7. Telecommute 8. Take public

transportation 9. Buy higher quality

gas 10. Buy new car

Benefit/Impact

Low High

Easy

Hard

1

© 2013 UH-COT

Example – Reduce Fuel Consumption (cont’d)

Lean Six Sigma Yellow Belt – Improve

18

Im pl

em en

ta tio

n

1. Walk more 2. Ride bike more 3. Get a tune-up 4. Adjust route to

work 5. Carpool to work 6. Drive slower 7. Telecommute 8. Take public

transportation 9. Buy higher quality

gas 10. Buy new car

Benefit/Impact

Low High

Easy

Hard

1

2

© 2013 UH-COT

Example – Reduce Fuel Consumption (cont’d)

Lean Six Sigma Yellow Belt – Improve

19

Im pl

em en

ta tio

n

1. Walk more 2. Ride bike more 3. Get a tune-up 4. Adjust route to

work 5. Carpool to work 6. Drive slower 7. Telecommute 8. Take public

transportation 9. Buy higher quality

gas 10. Buy new car

Benefit/Impact

Low High

Easy

Hard

1

2

3

© 2013 UH-COT

Example – Reduce Fuel Consumption (cont’d)

Lean Six Sigma Yellow Belt – Improve

20

Im pl

em en

ta tio

n

1. Walk more 2. Ride bike more 3. Get a tune-up 4. Adjust route to

work 5. Carpool to work 6. Drive slower 7. Telecommute 8. Take public

transportation 9. Buy higher quality

gas 10. Buy new car

Benefit/Impact

Low High

Easy

Hard

1

2

10

3 4

5

6 7

8

9

© 2013 UH-COT

Example – Reduce Fuel Consumption (cont’d)

Lean Six Sigma Yellow Belt – Improve

21

Im pl

em en

ta tio

n

Possible

1. Walk more 2. Ride bike more 3. Get a tune-up 4. Adjust route to

work 5. Carpool to work 6. Drive slower 7. Telecommute 8. Take public

transportation 9. Buy higher quality

gas 10. Buy new car

Benefit/Impact

Low High

Easy

Hard

1

2

10

3 4

5

6 7

8

9

© 2013 UH-COT

Example – Reduce Fuel Consumption (cont’d)

Lean Six Sigma Yellow Belt – Improve

22

Im pl

em en

ta tio

n

Implement

1. Walk more 2. Ride bike more 3. Get a tune-up 4. Adjust route to

work 5. Carpool to work 6. Drive slower 7. Telecommute 8. Take public

transportation 9. Buy higher quality

gas 10. Buy new car

Benefit/Impact

Low High

Easy

Hard

1

2

10

3 4

5

6 7

8

9

© 2013 UH-COT

Example – Reduce Fuel Consumption (cont’d)

Lean Six Sigma Yellow Belt – Improve

23

Im pl

em en

ta tio

n

Challenge

1. Walk more 2. Ride bike more 3. Get a tune-up 4. Adjust route to

work 5. Carpool to work 6. Drive slower 7. Telecommute 8. Take public

transportation 9. Buy higher quality

gas 10. Buy new car

Benefit/Impact

Low High

Easy

Hard

1

2

10

3 4

5

6 7

8

9

© 2013 UH-COT

Example – Reduce Fuel Consumption (cont’d)

Lean Six Sigma Yellow Belt – Improve

24

Im pl

em en

ta tio

n

Kill

1. Walk more 2. Ride bike more 3. Get a tune-up 4. Adjust route to

work 5. Carpool to work 6. Drive slower 7. Telecommute 8. Take public

transportation 9. Buy higher quality

gas 10. Buy new car

Benefit/Impact

Low High

Easy

Hard

1

2

10

3 4

5

6 7

8

9

© 2013 UH-COT

Example – Reduce Fuel Consumption (cont’d)

Lean Six Sigma Yellow Belt – Improve

25

Im pl

em en

ta tio

n

Possible Implement Kill Challenge

1. Walk more 2. Ride bike more 3. Get a tune-up 4. Adjust route to

work 5. Carpool to work 6. Drive slower 7. Telecommute 8. Take public

transportation 9. Buy higher quality

gas 10. Buy new car

Benefit/Impact

Low High

Easy

Hard

1

2

10

3 4

5

6 7

8

9

© 2013 UH-COT

Improve Phase

Lesson 5: What is Multi-voting?

(5 Minute Lesson)

26

© 2013 UH-COT

Multi-voting

• Group decision- making tool – Narrows down list of

possibilities

• Each person casts votes for multiple items/ideas – Can be anonymous

Lean Six Sigma Yellow Belt – Improve

27

© 2013 UH-COT

Using Multi-voting Steps: Useful actions:

1. Obtain ideas Collect ideas through brainstorming, benchmarking, etc.

2. Label ideas Write down ideas (on white board, flip chart paper, etc.) & give each idea a unique identifier (i.e., number, letter, etc.)

3. Determine number of votes

Identify how many votes each team member will cast – rules of thumb:

• 1/2 + 1 of total options, 1/3 of total options, etc.

4. Cast votes Determine how team members will cast their votes – rules of thumb:

• Different colored markers, sticky dots, etc. • Secret ballot, etc.

5. Tally votes Count votes for each idea to determine the top vote getter(s). Repeat this process as necessary to narrow down the list of ideas to a manageable number.

Lean Six Sigma Yellow Belt – Improve

28

© 2013 UH-COT

Example – Improve Meeting Productivity Steps 1 & 2: A. Create meeting agendas B. Establish meeting objectives C. Create a “parking lot” for other issues D. Ensure key staff attend meetings E. Solicit feedback at end of meetings F. Establish a no interruptions policy G. Begin and end on time H. Set 1 hr. max for meetings I. Schedule follow-up meetings

Lean Six Sigma Yellow Belt – Improve

29

© 2013 UH-COT

Example – Improve Meeting Productivity Steps 3 & 4: A. Create meeting agendas B. Establish meeting objectives C. Create a “parking lot” for other issues D. Ensure key staff attend meetings E. Solicit feedback at end of meetings F. Establish a no interruptions policy G. Begin and end on time H. Set 1 hr. max for meetings I. Schedule follow-up meetings

Lean Six Sigma Yellow Belt – Improve

30

© 2013 UH-COT

Example – Improve Meeting Productivity Step 5: A. Create meeting agendas B. Establish meeting objectives C. Create a “parking lot” for other issues D. Ensure key staff attend meetings E. Solicit feedback at end of meetings F. Establish a no interruptions policy G. Begin and end on time H. Set 1 hr. max for meetings I. Schedule follow-up meetings

Lean Six Sigma Yellow Belt – Improve

31

© 2013 UH-COT

Improve Phase

Lesson 6: What is Nominal Group Technique?

(5 Minute Lesson)

32

© 2013 UH-COT

Nominal Group Technique (NGT)

• Group decision- making tool – Narrows down list of

possibilities • Each person rank

orders multiple items/ideas – Not rating using a

given scale

Lean Six Sigma Yellow Belt – Improve

33

Idea T1 T2 T3 Total

A 10 5 7 22

B 8 8 4 20

C 3 4 8 15

D 2 1 4 7

E 6 9 5 21

…

© 2013 UH-COT

Using Nominal Group Technique Steps: Useful actions:

1. Obtain ideas Collect ideas through brainstorming, benchmarking, etc.

2. Label ideas Write down ideas (on white board, flip chart paper, etc.) & give each idea a unique identifier (i.e., number, letter, etc.)

3. Determine number to rank

If you have many ideas, identify how many each team member will rank:

• Top 5 ideas, top 10 ideas, etc.

4. Rank order Individually, each team members rank orders the ideas:

• Use a higher is better scale (i.e., “1” is the least important/idea you like the least)

5. Tally scores Combine each individual’s assessment by adding together all rankings for a single idea to determine the top scoring idea(s). Repeat this process as necessary to narrow down the list further.

Lean Six Sigma Yellow Belt – Improve

34

© 2013 UH-COT

Example – Improve Patient Safety Steps 1 & 2: A. Browselow tape (for pediatric

trauma) B. Child scales (instead of flat

scales) C. Infant umbilical cord tags (to

prevent abduction) D. Electrical outlet plug protectors E. Scald prevention devices

Lean Six Sigma Yellow Belt – Improve

35

A

B C

D E

© 2013 UH-COT

Example – Improve Patient Safety

Steps 3 & 4:

Lean Six Sigma Yellow Belt – Improve

36

A

B C

D E

Larry

A 4

B 5

C 3

D 1

E 2

Nina

A 5

B 4

C 1

D 2

E 3

Norm

A 2

B 5

C 3

D 1

E 4

. . .

© 2013 UH-COT

Example – Improve Patient Safety Step 5:

Lean Six Sigma Yellow Belt – Improve

37

A B C D E

Idea Larry Nina Norm Paige Si Total

A 4 5 2 2 1 = 14

B 5 4 5 3 5 = 22

C 3 1 3 4 4 = 15

D 1 2 1 5 2 = 11

E 2 3 4 1 3 = 13

© 2013 UH-COT

Example – Improve Patient Safety Step 5:

Lean Six Sigma Yellow Belt – Improve

38

A B C D E

Idea Larry Nina Norm Paige Si Total

A 4 5 2 2 1 = 14

B 5 4 5 3 5 = 22

C 3 1 3 4 4 = 15

D 1 2 1 5 2 = 11

E 2 3 4 1 3 = 13

© 2013 UH-COT

Improve Phase

Lesson 7: What is a Prioritization Matrix?

(5 Minute Lesson)

39

© 2013 UH-COT

Prioritization Matrix

Lean Six Sigma Yellow Belt – Improve

Legend:  = 9  = 3  = 1

• Matrix diagram that aids in decision making – Compares options vs.

decision making criteria (i.e., desired characteristics)

– Reduces decision making time

– Documents decision making process

Criteria Options

1 2 3 4 5

A

B

C

D

E

Total

40

© 2013 UH-COT

Anatomy of a Prioritization Matrix

Criteria Solution Ideas for New Material

Rubber Steel Carbon graphite Plastic Poly-

urethane

Inexpensive      Aesthetically pleasing      Durable      Compatible      Low maintenance      Easily available     

Total 48 23 38 46 26

Lean Six Sigma Yellow Belt – Improve

Legend:  = 9  = 3  = 1

41

Desired characteristics of a “good” solution

The “best” solution

Ratings in each cell of the matrix

© 2013 UH-COT

Creating Prioritization Matrices Steps: Useful actions:

1. Obtain ideas Collect ideas through brainstorming, benchmarking, etc. & list these across the top row of the matrix

2. Identity criteria

Determine the criteria that will be used to asses each solution idea/option by asking questions, such as:

• What are the features/attributes of a “good” solution? • What will a “good” solution need to do or be?

List these down the left column of the matrix

3. Assess ideas Define a rating scale (using symbols) & rate each solution idea against each criteria specified by filling-in the cells of the matrix

• Note: If a criteria doesn’t apply, leave the cell blank

4. Tally scores Sum the scores down the columns to determine the top scoring idea(s). This indicates the “best” solution(s).

Lean Six Sigma Yellow Belt – Improve

42

© 2013 UH-COT

Example – Improve Component Material

Criteria

Solution Ideas for New Material

Total

Lean Six Sigma Yellow Belt – Improve

Legend:  = 9  = 3  = 1

43

© 2013 UH-COT

Example – Improve Component Material

Criteria

Solution Ideas for New Material

Rubber Steel Carbon graphite Plastic Poly-

urethane

Total

Lean Six Sigma Yellow Belt – Improve

Legend:  = 9  = 3  = 1

44

© 2013 UH-COT

Example – Improve Component Material

Criteria

Solution Ideas for New Material

Rubber Steel Carbon graphite Plastic Poly-

urethane

Inexpensive

Aesthetically pleasing

Durable

Compatible

Low maintenance

Easily available

Total

Lean Six Sigma Yellow Belt – Improve

Legend:  = 9  = 3  = 1

45

© 2013 UH-COT

Example – Improve Component Material

Criteria

Solution Ideas for New Material

Rubber Steel Carbon graphite Plastic Poly-

urethane

Inexpensive 

Aesthetically pleasing

Durable

Compatible

Low maintenance

Easily available

Total

Lean Six Sigma Yellow Belt – Improve

Legend:  = 9  = 3  = 1

46

© 2013 UH-COT

Example – Improve Component Material

Criteria

Solution Ideas for New Material

Rubber Steel Carbon graphite Plastic Poly-

urethane

Inexpensive 

Aesthetically pleasing 

Durable

Compatible

Low maintenance

Easily available

Total

Lean Six Sigma Yellow Belt – Improve

Legend:  = 9  = 3  = 1

47

© 2013 UH-COT

Example – Improve Component Material

Criteria

Solution Ideas for New Material

Rubber Steel Carbon graphite Plastic Poly-

urethane

Inexpensive 

Aesthetically pleasing 

Durable 

Compatible

Low maintenance

Easily available

Total

Lean Six Sigma Yellow Belt – Improve

Legend:  = 9  = 3  = 1

48

© 2013 UH-COT

Example – Improve Component Material

Criteria

Solution Ideas for New Material

Rubber Steel Carbon graphite Plastic Poly-

urethane

Inexpensive 

Aesthetically pleasing 

Durable 

Compatible 

Low maintenance 

Easily available 

Total

Lean Six Sigma Yellow Belt – Improve

Legend:  = 9  = 3  = 1

49

© 2013 UH-COT

Example – Improve Component Material

Criteria

Solution Ideas for New Material

Rubber Steel Carbon graphite Plastic Poly-

urethane

Inexpensive  

Aesthetically pleasing  

Durable  

Compatible  

Low maintenance  

Easily available  

Total

Lean Six Sigma Yellow Belt – Improve

Legend:  = 9  = 3  = 1

50

© 2013 UH-COT

Example – Improve Component Material

Criteria

Solution Ideas for New Material

Rubber Steel Carbon graphite Plastic Poly-

urethane

Inexpensive     

Aesthetically pleasing     

Durable     

Compatible     

Low maintenance     

Easily available     

Total

Lean Six Sigma Yellow Belt – Improve

Legend:  = 9  = 3  = 1

51

© 2013 UH-COT

Example – Improve Component Material

Criteria

Solution Ideas for New Material

Rubber Steel Carbon graphite Plastic Poly-

urethane

Inexpensive     

Aesthetically pleasing     

Durable     

Compatible     

Low maintenance     

Easily available     

Total 48 23 38 46 26

Lean Six Sigma Yellow Belt – Improve

Legend:  = 9  = 3  = 1

52

© 2013 UH-COT

Example – Improve Component Material

Criteria

Solution Ideas for New Material

Rubber Steel Carbon graphite Plastic Poly-

urethane

Inexpensive     

Aesthetically pleasing     

Durable     

Compatible     

Low maintenance     

Easily available     

Total 48 23 38 46 26

Lean Six Sigma Yellow Belt – Improve

Legend:  = 9  = 3  = 1

53

© 2013 UH-COT

Best Practices for Prioritization Matrices 1. Prioritizes options using a matrix structure

2. Describes elements being compared (i.e., options & criteria) through brief statements

3. Assesses relationships between elements being compared using symbols (scale used is clearly defined)

4. Identifies results of prioritization process clearly (i.e., answers the question “what is the best solution?”)

Lean Six Sigma Yellow Belt – Improve

54

© 2013 UH-COT

Improve Phase

Lesson 8: What is a Process Decision Program Chart?

(5 Minute Lesson)

55

© 2013 UH-COT

Process Decision Program Charts (PDPCs)

• Planning tool – Identifies what might

go wrong – Mitigates risks/

creates contingency plans

• Countermeasures help prevent/offset problems

Lean Six Sigma Yellow Belt – Improve

56

© 2013 UH-COT

Anatomy of a PDPC

Lean Six Sigma Yellow Belt – Improve

Level 1 – Objective of proposed plan

Level 2 – Main activities Level 3 –

Specific tasks Level 4 – Possible

problems* Level 5 – Possible

countermeasures** Level 6 –

Assessment*** * Brainstorm what could go wrong & review to eliminate those that are improbable or insignificant ** Actions/changes to the plan that would prevent the problem or that would remedy it once it occurred *** Decide how practical each countermeasure is based on criteria such as cost, time required, ease of implementation & effectiveness (X = impractical; O = practical)

57

© 2013 UH-COT

Creating PDPCs Steps: Useful actions:

1. Identify objective State the objective of the plan clearly at the top of the diagram

2. Detail the plan

Determine the components of the plan & the specific tasks associated with each component (like a work breakdown structure, organize as a tree diagram with as many levels as necessary)

3. Evaluate the plan

Brainstorm what could go wrong with each specific task & review all ideas to eliminate those that are improbable or insignificant

4. Identify solutions

Brainstorm/research ideas (i.e., countermeasures) that could be used to avoid/prevent problems with elements of the plan

5. Assess solutions

Decide how practical each countermeasure is based on criteria such as cost, time required, ease of implementation & effectiveness

• “X” denotes impractical solutions; “O” denotes practical solutions

Lean Six Sigma Yellow Belt – Improve

58

© 2013 UH-COT

Example – Installing Computer System

Lean Six Sigma Yellow Belt – Improve

59

© 2013 UH-COT

Example – Installing Computer System

Lean Six Sigma Yellow Belt – Improve

60

© 2013 UH-COT

Example – Installing Computer System

Lean Six Sigma Yellow Belt – Improve

61

© 2013 UH-COT

Example – Installing Computer System

Lean Six Sigma Yellow Belt – Improve

62

© 2013 UH-COT

Example – Installing Computer System

Lean Six Sigma Yellow Belt – Improve

63

© 2013 UH-COT

Example – Installing Computer System

Lean Six Sigma Yellow Belt – Improve

64

© 2013 UH-COT

Best Practices for PDPCs

1. Displays elements of plan (through brief statements) in tree diagram structure

2. Identifies relevant problems (i.e., what might go wrong?) for lowest level tasks in plan

3. Suggests countermeasures/solutions to problems

4. Assesses practicality of countermeasures/ solutions (indicated by Xs and Os)

Lean Six Sigma Yellow Belt – Improve

65