Outlined below is a high-level description for each step in the improvement process.  Specific Six-Sigma-Lean tools will be used to guide the project team to develop solutions that address the issues.

D – Define

Deliverables

  • Document a clear problem statement with tangible goals
  • Agree on financial & customer benefits that will be achieved
  • Complete the project charter & identify the initial project team


Critical Success Factors

  • Management agrees this is a high-payback project and goals that are achievable
  • Highly focused problem statement and goal
  • Project charter sets clear expectations (in/out of scope, project timing, risks, etc.)


M- Measure

Deliverables

  • Process flowchart that supports the current process
  • Current measurement system understanding and validation
  • Document baseline performance


Critical Success Factors

  • Accurate baseline performance data is available
  • Process subject matter experts are supporting the team


A – Analyze

Deliverables

  • Major causes of the problem statement are understood
  • Major Causes are supported with data


Critical Success Factors

  • Top causes must be proven with data cannot rely on speculation 


I – Improve

Deliverables

  • Team has improved the problem by controlling or have eliminated top causes to sufficiently achieve the project goal
  • The solution to the problem is indisputable.  The team has the capability of turning the problem “on” and “off” based on their control of the input variables


Critical Success Factors

  • The solution to the problem works as designed


 C – Control

Deliverables

  • Team has implemented appropriate controls within the organization to control the causes for the long run
  • Permanent process design changes are implemented wherever possible to negate the need for a control plan


Critical Success Factors

  • If a control plan is needed, the organization has a strong internal audit function to ensure long-term compliance to the improved process

        Assess – SDS uses surveys, interviews and observation to identify opportunities to improve service delivery.

        Plan – We identify technology, training and processes to take your service team to the next level

        Implement – Once we have executive buy-in, we oversee the implementation process from start to finish

        Monitor – We use custom analytics and KPI’s to monitor performance, adjusting strategies as needed.

  Leveraging Analytics to Improve PERFORMANCE 

 

Service Data Solutions method to deliver results is built upon a Six-Sigma-Lean process improvement framework.  We start with a comprehensive assessment of the situation and then work with the customer to plan, implement and monitor solutions.  

During the engagement with the customer, SDS will further breakdown the process shown above into the Six-Sigma-Lean DMAIC framework.  We will then use standard Six-Sigma-Lean tools to work through each step of the improvement process.