Hi,

I have received a Project on improving the Accuracy of the reports generated by one of our departments. The CTQ that we are looking here is Proper Quality Check Process.

The process owner states that he is basically looking to reduce the number of inaccurate reports based on its criticality . To elaborate further

Lets say the Dept has generated 100 reports out of which 99 are correct and that 1 report that is not accurate has a major impact to the dept than the 99 correct ones as it is a Critical Report which is reviewed by the CEO and sent to the Client for Billing.

I am stuck here on how to proceed further. Any help here would be greatly appreciated

Thanks in advance,

Krishna

Hi Krishna,

What you have highlighted is an important topic and I am glad you raised it here. One way of working with this situation is

• Try to categorize defects as critical, major and minor.
  
• Define the requirement for each type of defect. For example zero defect is the expectation for critical defects, while up to 3% minor defects may be considered acceptable.
  
• Sigma level can be separately calculated for each category of defect, if you wish.
  

Another option is

• Assign weights to each category of defect.
  
• Calculate weighted scores (similar to a quality score)
  
• Fix a weighted improvement goal for the process.
  

Hope this answers your question. Do let me know if you have further queries. Opinions from others welcome .

Note - Probably the CTQ you would like to consider would be accuracy (if you use first option) and score (if you use second).