Page 122 - DMGT524_TOTAL_QUALITY_MANAGEMENT

Unit 8: Continuous Process Improvement

8.6.1 DMAIC Notes

Motorola developed a five phase approach to the Six Sigma process called DMAIC.
Define opportunities

Measure performance
Analyze opportunity
Improve performance
Control performance

Table 8.2: DMAIC Process

Stage Phase Objective

Identification Identification Identify key business issues

Characterization Characterization Understand current
performance levels

Optimization Optimization Achieve breakthrough
improvement
Institutionalization Institutionalization Integrate Six Sigma in day
to day functioning

Self Assessment

Fill in the blanks:
14. …………………… at many organizations simply means a measure of quality that strives
for near perfection.
15. The fundamental objective of the Six Sigma methodology is the implementation of a
…………………… strategy that focuses on process improvement and variation reduction
through the application of Six Sigma improvement projects.

Case Study Kaizen Makes Things Work

leading automotive company launched a three-week campaign where engineers
across the organization came up with new ideas that saved the company more
Athan $73 million that year. At an imaging-product organization, an annual exercise
of generating 50 ideas per employee has resulted in an increase in productivity of
3 per cent per month.
Cut to 2005—at a leading Business Process Outsourcing (BPO) organization, an employee’s
idea to route calls directly between the agents telephone to the dialer resulted in reduction
of telemarketing sales representatives’ hang-up rates in excess of 50 per cent.
It is a revelation how the relatively ancient manufacturing sector has lessons for the
so-called sunrise sector of business process outsourcing - or any organization. How at the
Contd...

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