Lean与六西格玛培训第4课：Cause and Effect Analysis

Identify all the possible Causes,May 2015,Kenny,Operational ExcellencePanyu / China,Fish Bone Identify the Possible causes,Let Draw a Fish Bone .The “Cause and Effect” diagram allows a team to identify, explore, and graphically display the possible causes related to a problem or condition to discover its root cause(s).,Example of Pizza Company of Customer Complaint,Customer Complaint,How about late delivery ?,The 2nd & 3rd levels was derived.,Dig out all the possible causes,Get the possible causes from the process map,Dig out all the possible causes,4,Arrange the causes by 5M1EContinue brain storming to get all the possible causes,Dig out all the possible causes,For BPO Industry, we can dig out causes from below aspect:,Procedure,Control,People,Hardware / Software,Material,Communication,Example,Characterize the Inputs,Noise Inputs Input variables (xs) that impact the output variables (ys) but are difficult, impossible or we choose not to control.   Example:  Environmental variables such as humidity, temperatureStandard Operating Procedures (SOP):  A standard procedure for running the process.      Controllable Inputs (C):  Xs that can be changed to see the effect on Ys.  Sometimes called “Knob” Variables“Knob”Critical Inputs (X): Xs that have been statistically shown to have a major impact on the variability of the Ys.,Noise噪音,SOP标准操作程序,Controllable可控的,Critical重要的,X = Critical,N = Noise,S = SOP,C = Controllable,Characterize the Inputs,Methods,Materials,Machinery,Manpower,Problem/DesiredImprovement,C/N/S/X,C,C,C,N,S,N,S,N,C,C,X = Critical,N = Noise,S = SOP,C = Controllable,Identify the Key Causes,May 2015,Kenny,Operational ExcellencePanyu / China,Cause & Effect Matrix Find Key Causes,Used to relate and prioritize X's to customer Y's through numerical ranking. Ys are scored as to their importance to the customer.Xs are scored as to their relationship to outputs.,Scoring of relationship levels in between inputs and outputs,Sample,Cause & Effect Matrix,List key outputs (Ys)   Y & y1, y1, y3 VOC,2. Rank outputs with respect to customer importance (scale 1-10, greater value=higher priority),Cause & Effect Matrix,3. List key Process steps & inputs from fish bone,4. Rank Xs accordingto its effect on each Y (scale 0-10, greater value=higher effect),5. Identify critical inputs from Total column.,(Y1 rank x X1 Correlation) + (Y2 rank x X1 Correlation) + (Yn rank x X1 Correlation)Strength of tea (10) x Water (1) + Quantity of tea (7) x Water (1).,Rules,Cause & Effect Matrix,Advantages,Limitations,Rules:    1. Allow each team member to contribute in rotation or free flow, but everyone contributes at least once - No Criticism!2. Wild ideas are encouraged!,Identify the Root Causes,May 2015,Kenny,Operational ExcellencePanyu / China,CRT Identify the Root Cause,CRT Step By Step,CRT Example,Rules,RulesDont blame employeesBreak the ruleCarelessLow capabilityDont blame clientsHigh requirementsDont cooperationDont blame vendors, environments Focus on the factors which we can control,CRT Example,The Whole Picture,Process Flowchart,Cause and Effects Diagram,C&E,CRT,Catapult Exercise : Part Description弹弓练习：每部分的描述,Ask questions,Customer not Satisfied with our Tea,Cleaning process not thorough,Detergent used not strong enough,Storage area not clean,Tea not clean,Cup not Clean,Tea leave not Clean,Is the cleaning process not  thorough? Or we dont follow the cleaning procedure?- Monitor the cleaning process- Change the process to check whether there is any significant improvement,Is it real that cup not clean? Does the cup has effect on the “tea not clean”Collect samples to check how many cup is not clean Cl