Little Victories lead to Bigger Victories that affect the battle that eventually wins wars.
NIQC International’s Certified Lean Six Sigma Green Belt (CLSSGB) is the second level of Lean Six Sigma Training Module.
During the training you will be able to understand the concepts of DMAIC & DFSS methodologies, become enabled to identify projects, get a comprehensive hands on understanding of six sigma tools and techniques including 7 QC tools & hypothesis testing.
Aditya had presented a very interesting project on reduction of travel expenses paid by the organisation he is working for by just ensuring that the return date after the travel is updated and captured in the system.
This was an interesting project which showed by using Why analysis the reason for high Per Diem being paid out in error. It was just a simple fact that the last date of travel was not being captured correctly and if the employee returned prior or after the date the expenses being borne by payment of per diem was costing the company big time.
By using some simple tools like Fishbone and 5Why the project was taken to understanding root causes and solutioning. This created a great impact and the organisation was able to reap a great benefit by this GB project which was run very effectively.
Aditya was very happy to present this project to the audience and claim a platinum prize for a very well conducted Green Belt project. He was very thankful to the organisers and the NIQC team for helping him get this reward and reap the benefit of being able to present his project on a global platform.
Details about the organisation and details of his project are not updated here to maintain confidentiality of information.
An organisation which was providing back office support via phone and chat for a company based out of Bangkok was observing an unusually high number of calls being escalated from the Tier 1 employees to the Tier 2 employees. This was resulting in a high AHT and increased calls being abandoned. A detailed project charter was created and data collected based on the root cause identified in the brainstorming phase. Hypothesis testing done in the analyze phase gave the inputs of what are the root causes which are well within control and would give high impact. Thus was the entire system built to develop an action plat to bring down the escalation %.
As part of this there were multiple refresher session done for all the Tier 1 employees to improve both their product knowledge and their confidence level to speak to customers assertively and politely so that there would be no call for an escalation. The knowledge portal was improvised so that all required information was easily available while call handling was on. They were encouraged to use the right probing techniques to help arrive at the right cause for which the customer was calling so that the same could be addressed easily and effectively.
All these actions together helped bring the escalation % to the desired numbers effectively seeing a 15% drop and thereby providing the organisation with multiple benefits like better Customer Satisfaction scores, lower AHT, lower abandon %. This was therefore a highly effective project which was highly appreciated and acknowledged.
Nagraj a student of NIQC was very happy to acknowledge the skills he acquired here with the help of the team which was what he had applied in his Green belt project to derive this success. For the efforts put in he was awarded with a Platinum award.
Describe & explain What is Six Sigma, Six Sigma as a Metrics, Six Sigma Statistical Term, How Six Sigma Works, Six Sigma Thinking, Six Sigma Goal and Strategy & How to Harvest the Best using Six Sigma
Explain about Quality Overview, What is Quality, Effectiveness, definition, examples and alignment with business matrix, Efficiency definition, examples and alignment with business matrix, DMAIC or RDMAICSI?
Customers, Who are Customers, Types of Customers, Internal Customers, External Customers, Type of External Customers, End User, Intermediate Customer, Impacted Parties, Identifying Customer
Describe what is CTQ, Definition of CTQ Examples and Alignment with Business Matrix, Types of CTQ’s with examples, Marketplace CTQ’s, Business & Process CTQ’s, Customer & Stakeholder CTQ’s, Project CTQ’s, CTQ Tree Drilldown and Correlation with Project
Describe Roles & Responsibilities of Project Team (GB, BB, MBB, Sponsors, Champion, Project Lead, Team Member), Six Sigma Implementation Roadblocks and Steps of Improvement, Six Sigma Phases Overview, Define, Measure, Analyze, Improve & Control
Understand Project Identification, Project Selection, Characteristics of a Good Project, Project Selection Approaches, Source / Idea to Commence a Project, VOC, Types of VOC’s, VOB, VOP,VOIC, Explain Tools to Identify Projects, Brainstorming, Multivoting, 5 Whys (Defect Root Cause Analysis), Gemba Walk, Benchmarking Team Selection
Describe Project documentation & Project Charter, Business Case, Problem Statement/Opportunity Statement, Goal Statement, Project Scope and Boundaries, Project Benefits, Project Team, Project Timelines/Schedule
Cap Tools, ARMI & RASIC, Communication Plan, Stakeholder Analysis, Threats & Opportunity
Process Mapping SIPOC / COPIS, Flow Chart shape & usage, Summary of Define Phase & Tollgate Review
Describe & explain Establish Performance Standard, Project “Y” Operational Definition, Performance Target, Specification Limit, Units, Opportunities Defect & Defective DPU, DPO, DPMO, PPM & calculation in excel, Rolled Throughput Yield (RTY), Data Types, Continuous Data, Discrete Data , Count Data, Binary, Ordinal, Nominal, Attribute
Understand what is Measurement System Analysis (MSA), Its importance, MSA Terminology (Sample, Label, Master Calibrator, Appraiser, Calibration), MSA Steps, Plan, Conduct, Analyze, Improve, Plan MSA (Finalize Appraiser, Master Calibrator, Frequency, Location & Exceptions), Conduct (Perform MSA, Integrity, Record Data), Analyze ( Conduct Analysis using Attribute Gage),Improve (Alignment with Master Calibrator & SOP, Calibration, Redefine Operational definition & Fixing equipment variation, Source of Variation (Man, Machine, Material, Mother Nature, Method, Manpower), Measurement Variation, Accuracy / Bias, Precision, Repeatability & Equipment Variation, Reproducibility & Appraiser Variation, Measurement System Variability, Attribute Gage with Practical Example and Acceptance Limit
Explain Brainstorming, Identify Possible Causes (Free Wheel, Round Robin, Card Method), Fishbone (Idea Representation), Prioritization of Possible Causes
Describe about Sampling Technique and Sample Size, Sampling, Sampling Types, Convenience Sampling, Systematic Sampling, Judgmental Sampling, Random Sampling, Stratified Sampling, Stratified Random Sampling, Sample Size Calculation and Formula
Data Collection Plan (What, How and Who will collect),Data Type, Data Source, Data Range, Time Period
Baseline (Process Objectives), Normality (Anderson Darling Normality Test & P value Concept), Characteristics of a Normal Data, Shape (Descriptive Statistics), Stability Test and its importance, Run Chart (Mixture, Cluster, Trend & Oscillation), Process Capability (Objective),Choosing Capability Tools, CP, CPK, Summary of Measure Phase & Tollgate Review
Process Analysis using Value Stream mapping, Value Stream Analysis, Types of Non-Value-Added Works, Workflow & Time Allocation, Activity Workflow – Track the Unit Flow
7 QC Tools, Logical Order of 7 QC Tools, Run Charts & Control Charts, Check Sheets, Histogram, Pareto Diagram, Cause and Effect Diagram, Scatter Plot, Box Plot
Hypothesis testing, The Nature of Statistical Problem, Why do Hypothesis Testing, Nature of H0 & Ha, Criminal Trial Analogy, Decision Error & Types, Types of Hypothesis
Describe & Perform Correlation, Regression, 1 Variance, 2 Variance, Test of Equal Variance, F Test, Bartlet Test, Levene Test, 1 Sample T-test, 2 Sample T-test, 1 Way ANOVA & Chi-Square – Goodness of Fit Test
Set Improve Objectives, Improve Phase Actions, Characterization of X’s, PICK Chart, Prioritization Matrix, Control Impact Map of the vital X – Project e.g.
Solution Identification & Prioritization, Idea Generation, Solution Design Selection
Describe & explain FMEA & Its Objectives, Severity of FMEA, Occurrence of FMEA, Detection of FMEA, when is FMEA Useful, Preparing FMEA, Identifying Cause, Rating and RPN
The Pilot – Proof of Concept, Running a Pilot
Statistical Process Control (SPC) / Statistical Quality Control (SQC), Variation, Common Cause Variation, Special Cause Variation , Control Charts, Types of Control Charts, Control Limits v/s Specification Limits, Process State.
Describe Variable Control Charts, Assumptions for Variable Charts, IMR Charts, X-Bar R Chart, Discrete Control Charts – C Chart, U Chart, NP Chart, P Chart, Process Control System, Risk Management
Develop Control Plan, Develop Control Plan, Who Owns IT?, Control – Summary
Cost Benefit Analysis, Documentation & Project Handover, Cost Benefit Analysis (CBA), Document the details, Handover Project