abadi samosir

Hi everyone, Doing continuous improvement project (6 sigma project) in services industries, in order to get focus (customer focus), everybody has to understand the VOC (voice of customer) concept. Slightly different with those in manufacture industries, which usually specification limit (customer requirements) already there. First of all, VOC research plan has to be developed in order to get customer issues/needs. Then, these issues/needs translate to CTQ in our processes. To get better understanding on this, recommended going to your SIPOC diagram as well. For example: having done such kind of research, then you have known that your customer will be satisfy if the response time not more than 10 minutes (customer needs). Then this will become CTQ in our processes. Next, by seeing your process map - or perhaps value stream map, you can identify waste (unproductive cycle time), variations and so on which driving for not meeting this 10 minutes, then these will be opportunity for improvement (project selection). What I am trying to explain is, whatever projects selected become 6 sigma project should be good and priority (focus) especially those in services industries where customer requirements sometimes not obvious. Perhaps can help Thanks Abadi S

Hi All, I would like to comments something, perhaps it helps. Six sigma is not viewing only as metric (how many sigma level or sigma capability our process is). But it is used as methodology, DMAIC (which proven improvement methodology beside deming cycle PDCA). Then, if there is an improvement project which use DMAIC methodology eventhough has not arrived in 3,4 DPMO yet, it is still 6 sigma project. Thanks