Monday, October 8, 2007

0.2 Introduction

Frequently Asked Questions About Six Sigma

What kind of return on investment(ROI) can I expect from Six Sigma training?

Average Black Belt’s projects saving vary between $50,000 and $200,000. Six Sigma Practitioner, with 100% of their time allocated to projects, can execute five or six projects during 12 months period, potentially adding an average of over $1 million to annual profits.

Why should give Six Sigma serious consideration?

The customer(especially Seagate) that form the base today’s world market are sending a clear and undeniable massage: produce a high-quality products at lower costs with greater responsiveness. To compete the world market, a company needs to move toward a Six Sigma level of performance. Many of the most profitable and admired companies in the world have set goals within a Six Sigma context, and many moving toward Six Sigma levels of performance have saved billions of dollars.

What models are used to implement Six Sigma?

There are two basic models for implementing Six Sigma.

1.Based on teaching of Six Sigma - in this model little attention, if any, is given to building an organizational infrastructure that support Six Sigma. Instead, emphasis is typically given to the mechanics of tools execution, as opposed to when and how a tool should be implemented and integrated with other tools.

2.Project based - the tools are taught and then applied to projects that are defined before sessions begin. In this model, Six Sigma infrastructure issues need to be addressed; however, this effort is sometimes not given the emphasis it deserves. Organizations can achieve more significantly bottom-line benefit with this approach.

Establishing Customer Focus

Quality Performance to the standard expected by the customer.

Definition of Quality(ISO 8402)
Totality of characteristics of an entity that bear on its ability to satisfy stated and implied needs.
Entity(or item) : That which can be individually described and considered : process, product, and organization, a system or person or any combination thereof.

Customer Anyone internal of external to the organization who comes in contact with the product or output of my work.
There are also internal customers in a company. When an employee does work or performs a service for someone else in the company, the person who receives this work is a customer of this employee._

What is a customer satisfaction?

customer, n[O Fr. coustumier, L.L. custumarius, custom.]
1. A person who buys, especially one who buys regularly.
2. A person with whom one has to deal.

satisfaction, n[O Fr., from L. satisfaction (-onis), from satisfactus, pp. of satisfacere, to satisfy.]

1. To gratify fully the wants or desires of; to supply to the full extent.
2. To free from doubt, suspense, or uncertainly; to give full assurance to.
3. To comply with(rules or standards).

Embedded within these definition are two key ideas. First, the notion that the customer is a person, not an organization, corporation, etc........ Second, the idea that satisfaction is the extent of certainty a person(customer) has that the standard will be met._

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