Six Sigma for Green Belts and Champions Foundations, DMAIC, Tools, Cases, and Certification Howard S. Gitlow David M. Levine An Imprint of Pearson Education Upper Saddle River, NJ • New York • London • San Francisco • Toronto • Sydney Tokyo • Singapore • Hong Kong • Cape Town • Madrid Paris • Millan • Munich • Amsterdam www.ft.ph.com Copyright Library of Congress Cataloging-in-Publication Number: 2004105828 Editorial/production supervision: Kerry Reardon Cover design director: Sandra Schroeder Cover designer: Nina Scuderi Manufacturing buyer: Dan Uhrig Executive editor: Jim Boyd Editorial assistant: Richard Winkler Marketing manager: Martin Litkowski Managing editor: Gina Kanouse Senior project editor: Sarah Kearns © 2005 Pearson Education, Inc. Publishing as Prentice Hall Upper Saddle River, NJ 07458 Prentice Hall offers excellent discounts on this book when ordered in quantity for bulk purchases or special sales. For more information, please contact: U.S. Corporate and Government Sales, 1-800-382-3419, [email protected]. For sales outside of the U.S., please contact: International Sales, 1-317-581-3793, [email protected] "Six Sigma" is a trademark of the Motorola Corporation. All rights reserved. No part of this book may be reproduced, in any form or by any means, without permission in writing from the publisher. Printed in the United States of America First printing ISBN 0-13-117262-X Pearson Education LTD. Pearson Education Australia PTY, Limited Pearson Education South Asia, Pte. Ltd. Pearson Education Asia Ltd. Pearson Education Canada, Ltd. Pearson Educación de Mexico, S.A. de C.V. Pearson Education–Japan Pearson Malaysia S.D.N. B.H.D. Dedication Dedicated to our families: Ali Gitlow Sharyn Levine Rosenberg Daniel Rosenberg Shelly Gitlow Marilyn Levine Beatrice Gitlow (in loving memory) Abraham Gitlow Lee Levine (in loving memory) Reuben Levine (in loving memory) Table of Contents Copyright Preface Unique Aspects of the Book Acknowledgments and Thanks Contacting the Authors About the Authors Part I. Six Sigma Basics Chapter 1. Overview of Six Sigma Management Successful Applications of Six Sigma Management Timeline for Six Sigma Management Key Ingredients for Success with Six Sigma Management Benefits of Six Sigma Management Process Basics (Voice of the Process) Definition of Quality (Voice of the Customer) Definitions of Six Sigma Management (Relationship Between VoC and VoP) What Is New about Six Sigma Management? Summary References Chapter 2. Six Sigma Roles, Responsibilities, and Terminology Roles and Responsibilities in Six Sigma Management Technical Terminology of Six Sigma Management Beginning Six Sigma Management Nonmanufacturing Industries Summary References Part II. Six Sigma Model Chapter 3. Macro Model of Six Sigma Management (Dashboards) Structure of a Dashboard Components of a Dashboard Example of a Dashboard Managing with a Dashboard Prioritization of Six Sigma Projects Management Decides Whether a Project Team Is Necessary Summary References Chapter 4. Define Phase of the DMAIC Model Activating a Six Sigma Project Team Structure of the Define Phase Project Charter Conducting an SIPOC Analysis Voice of the Customer Analysis Finalize Project Objective Champion and Process Owner Tollgate Reviews Presidential Tollgate Reviews Define Phase Tollgate Checklist Summary References Chapter 5. Measure Phase of the DMAIC Model Constructing Operational Definitions for CTQs Establishing the Validity of the Measurement System for Each CTQ Establishing the Baseline Capabilities for CTQs Measure Phase Tollgate Review Checklist Summary References Appendix 5.1 Using Minitab for Gage R&R Studies Obtaining a Gage Run Chart Obtaining a Gage R&R Study (Crossed) Chapter 6. Analyze Phase of the DMAIC Model Identify the Xs for the Process Under Study Identify the Xs Related to Each CTQ Identify the High-Risk Xs for each CTQ Develop Operational Definitions For High-Risk Xs Establish Measurement System For High-Risk Xs Establish Baseline Process Capabilities for Xs Stabilize High-Risk Xs Consider Major Nuisance Variables Using Screening Designs to Reduce the Number of High-Risk Xs Develop Hypotheses about the Relationships Between the High-Risk Xs and the CTQs Analyze Phase Tollgate Review Checklist The Analyze Phase For Processes With a Well-Established Dashboards Summary References Appendix 6 Using Minitab to Obtain a Multivari Chart Chapter 7. Improve Phase of the DMAIC Model Purpose of Designed Experiments Level of Process Knowledge Some Flawed Experimental Designs Two-Factor Factorial Designs Example of a Designed Experiment Avoid Potential Problems in the Xs Conduct a Pilot Study Example of a Pilot Study