SNHU The Measure Phase of the DMAIC Using you Project Charter from last week for your selected project (attached), do the following for The Measure Phase o

SNHU The Measure Phase of the DMAIC Using you Project Charter from last week for your selected project (attached), do the following for The Measure Phase of the DMAIC: Process Map it Develop a data collection plan Then collect (or create) data to measure the process capability of Y and determine its sigma level. For additional details, please refer to the Short Paper/Case Study Rubric document. Also, please use my attached Project Charter (part 1 and part 2)– which is needed to do this assignment. My project is a service project and I need help with the phase of the DMAIC. RUNNING HEAD: The Define Phase
Week 5: The Define Phase
Southern New Hampshire University
Submitted to: Mark Fournier
Kimberly D. Hall
RUNNING HEAD: The Define Phase
2
Project Scope Statement
Project Background
American Health Care (AHC), a managed care organization located in Baton Rouge, LA,
is known for holding the Baton Rouge Area Chamber (BRAC) award of “The Best Workplace”
for quite a few years. For the past two years, the BRAC employee survey ratings have dwindled
from 99% to 67%. AHC Human Resources department conducts an annual employee satisfaction
survey to 1) ensure its employees are satisfied and 2) ensure its employees have work-life
balance. Today, there are many unsatisfied and unmotivated employees and the numbers have
continued to decline. The survey results proved a high number of dissatisfaction ratings were
from those employees who worked remote (from home).
According to Great Places to Work (2018), employees who say they have a great place to
work were four times more likely to say they’re willing to give extra to get the job done. Always
left out, teleworkers have become accustomed to just working and receiving no rewards,
bonuses, or recognition. Because of company-wide emails and the organization’s home web
page, the teleworkers are privy to all the goings-on at the corporate offices and the local offices
in their home state; but cannot take part in the activities. Activities consists of wellness
programs, health clubs, raffles, employee of the month and its benefits, holiday parties, holiday
luncheons, annual employee picnic, games, merit rewards, lunch & learns, non-profit donation
activities, development courses, etc. Employee dissatisfaction has made a significant impact on
the organization meeting its strategic goals; thus impacting the organization as a whole.
RUNNING HEAD: The Define Phase
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Authorization
This Project Charter formally authorizes AHC Human Resource department to develop
and implement a new program, Teleworker Employee Engagement Committee, for use in
improving AHC’s teleworker employee satisfaction ratings. This Project Charter will include:
the project scope, goals, deliverables, project milestones, assumptions, constraints, &
dependencies, list of project team, acronyms, and project authorization/approval. All resources
will be assigned by the Project Manager, Kimberly Hall and approved by the Project Sponsor,
Jan Rivers, Vice President of Human Resources.
Project Scope
The purpose of this project is to improve teleworkers satisfaction and overall work-life
balance by organizing a Teleworker Employee Engagement Committee (TEEC) to satisfactorily
engage and motivate the teleworkers of AHC.
Project Goals, Objectives, & Outcomes
By incorporating the TEEC, the organization can expect to see an employee satisfaction
rating increase of 5% to 8% by the end of June 2019 and upwards to 15% by the end of
December 2019. The TEEC will work along with the organization’s current Employee
Engagement Committee (EEC) but will engage solely with the teleworkers. The project
deliverables shall include a new committee solely for teleworkers, a rewards/merit system,
developmental course offerings, gift cards for wellness (when provided to in-office employees),
and gift cards for meals (when provided to in-office employees), and a company web-based
platform for the TEEC to engage solely with teleworkers which will include virtual capabilities
for face-to-face engagement. The TEEC will plan major activities in conjunction with the current
EEC but will have ad-hoc activities conducive for remote workers. AHC will conduct a follow-
RUNNING HEAD: The Define Phase
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up study and test for increase in satisfaction in June 2019 but will use a 3rd party to conduct the
survey.
Deliverables/High-Level Requirements
Form a committee to include a director of Human Resources, a manager of Human
Resources, and 12 teleworkers as committee members. After formation, schedule bi-weekly
committee meetings through June 2019. After June, schedule monthly meetings for the
remainder of the year. Design a company web-based platform designed for teleworker-only
access and to include virtual capabilities for face-to-face engagement. The new system must
include the following;
•
Ability to create a 2 access portals on the home page: 1 for the committee members and
1 for all teleworkers
•
Ability to create and push informational emails to all teleworkers
•
Allow user access for teleworkers only
•
Access to a teleworker directory
•
Ability to have virtual meetings
•
Ability to list developmental course offerings
•
Ability to highlight a teleworker of the month on home page
•
Ability to provide resources for Teleworkers
Project Milestones
Project will begin on February 1, 2019 with a time to completion of June 30, 2019 (5
months). The project plan will be submitted and approved in accordance with the
milestone schedule below. Upon approval of the project plan resources will be
assigned to the project and work will commence within 5 business days. The Project
RUNNING HEAD: The Define Phase
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Sponsor must approve any schedule changes which may impact milestones. A detailed
schedule will be included in the project plan. The high level milestone schedule is:
•
February 1, 2019 – Project Plan Complete and Approved
•
February 6, 2019 – TEEC Committee formation begins
•
February 6, 2019 – Assign resources to design the web-based portal
•
February 9, 2019 – Project Manager to meet with Project Team to define the web-based
portal and discuss project deliverables
•
February 10, 2019 – Programmers begin project design and IT Specialist determine
technical limitations of AHC’s policies and procedures.
•
February 15, 2019 – TEEC 1st meeting (meeting to be led by leaders of the Corporate
EEC) and TEEC member role assignments
•
February 17, 2019 – Project Team meeting to discuss outcome of 1st committee
meeting and provide updates and changes.
•
March 1, 2019 – 2nd TEEC meeting (meeting to include leaders of the Corporate EEC
for guidance)
•
March 2, 2019 – Outlook meeting invite email sent to all teleworkers for mandatory
meeting on 3/25/19
•
March 15, 2019 – 3rd TEEC meeting
•
March 17, 2019 – Web-based portal beta design complete
•
March 18, 2019 – Beta Testing (TEEC, Project Manager, and stakeholders test the
portal – user access and issues identified)
•
March 19, 2019 – Web-Based Portal Update
RUNNING HEAD: The Define Phase
•
March 25, 2019 – Mandatory All Teleworker Meeting (Introduce committee, portal
training, and idea behind the project)
•
March 25, 2019 – Web-Based Portal Implementation complete
•
March 30, 2019 – 4th TEEC meeting (discuss telework engagement/activities ideas for
April)
•
April 1, 2019 – Portal Go-Live
•
April 5, 2019 – Programmers & IT Specialist maintain and update portal
•
April 5, 2019 – Select 3rd Party Survey company to conduct engagement survey
•
April 10, 2019 – 1st Teleworker Engagement/Activity
•
April 15, 2019 – 5th TEEC meeting (review of 1st activity, discuss gathering
information for teleworker of the month for May, and the reward)
•
April 16, 2019 – Meet with 3rd Party Survey Company on the survey questions and
design
•
April 30, 2019 – 6th TEEC meeting (vote on teleworker of the month)
•
May 10, 2019 – Teleworker of the Month Award
•
May 15, 2019 – 7th TEEC meeting
•
May 20, 2019 – 2nd Teleworker Engagement/Activity
•
May 25, 2019 – Meeting with 3rd Party Survey company to finalize the survey and
method of delivery
•
May 30, 2019 – 8th TEEC meeting
•
June 1, 2019 – Survey Email sent to all teleworkers
•
June 1, 2019 – June 15, 2019 – Survey Collection
•
June 15th – 9th TEEC Meeting
6
RUNNING HEAD: The Define Phase
•
June 25, 2019 – Survey Results
•
June 30, 2019 – Project Complete
7
Assumptions
Teleworker satisfaction and participation utilizing the web-based portal. Increase in
overall employee satisfaction. Corporate’s programmer and IT managers on board with allowing
a member of their team to work on the project. Programmer assigned equipped with creativity
needed for the ideal web-based tool. 3rd Party Survey Company will be within budget and accept
bid. After project completion, assigning the responsibility on maintaining the web-based portal to
the Windows Desktop Team. Corporate EEC willingness to work in conjunction with the TEEC.
Corporate EEC & Human Resources already identified and understand the needs of the
teleworkers. Portal Training completed by March 25, 2010 for Go-Live on April 1, 2019.
Constraints
The availability of programmers and IT specialist to work on project team but also to
continuously update and maintain the tool through project completion. Encouraging teleworkers
to sign up to be a committee member and obtaining manager’s approval. Teleworker committee
member’s availability for bi-weekly meetings. AHC policy & procedure technical limitations.
Dependencies
TEEC activities, rewards, content, & engagement ideas are “remote employee”
driven. United States Postal Service to routinely deliver items to teleworkers.
Programmer & IT Managers. Project outcomes or employee satisfaction increases are
dependent on the TEEC.
RUNNING HEAD: The Define Phase
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Project Team
Function
Name
Role
Project
Sponsor
Jan Rivers, Corporate
Sr. Vice President of
Human Resources
Kimberly Hall, HR
Business Partner
Jamie Schlottman,
CEO
Corporate VPs &
Senior Directors
Brandi Vilo, HR
Business Partner
Approve project and resources,
strategy, and outcomes
Project
Manager
Stakeholder
Stakeholder
Project
Coordinator
Project Team
Leader
Team
Member
Team
Member
Team
Member
Team
Member
Team
Member
Team
Member
Team
Member
Team
Member
Shelton Evans, EEC
Leader
Corporate
EEC/Subject Matter
Expert
Programmer
IT Specialist
TEEC Leader
TEEC Member
Data Analyst
Teleworker
Teleworker
Manage project, resources, and budget
Project Executive
Project Executive
Ensure project timeline and
deliverables tracking. Be a resource for
Project Team
Helps to guide the TEEC
RUNNING HEAD: The Define Phase
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References
Great Place to Work. (2018). Fortune 100 best companies to work for 2018. Retrieved from:
https://www.greatplacetowork.com/best-workplaces/100-best/2018
Week 6 – Measure Phase
Week 6 Assignment Prompt – Process Capability:
Using you Project Charter from last week for your selected project, do the following for The Measure
Phase of the DMAIC:
• Process Map it
• Develop a data collection plan
• Then collect (or create) data to measure the process capability of Y and determine its sigma
level.
For additional details, please refer to the Short Paper/Case Study Rubric document.
Also, please read my Project Charter – which is needed to do this assignment.
______________________________________________________________________________
I.
Instructor Notes for Week 6:
The Project Charter you created last week in the “Define Phase” is your base plan that
you will use for this week’s assignment – the “Measure Phase”….so that you know what
you’re trying to achieve and why…..and for the remainder of the course.
Now that we have “Defined” what we are trying to fix or correct we need to “Measure”
where we are now so that when we do make any changes we’ll have a good idea if it
worked or not, but before we can even measure where we are we’ll need to know if
the process is stable and one of the tools we can use is the Process Capability study
(Cpk or Ppk).
When it comes to the Project Charter, we need to know where we are now, for example:
our reject rate is 30% or our market share is 45%. The point is we need to know where
we are now and then how much we expect to increase or decrease (depending on the
project).
II.
Week 5 Module Overview:
The “Measure” phase of a Six Sigma project involves measuring the current
performance of the process considered for improvement. The following example
illustrates calculation of the primary metrics of process performance:
Example:
A process produced 30,000 products.
Two types (Type A and Type B) of defects are possible for each product.
In the 30,000 products produced, there were 100 Type A defects and 200 Type B defects.
Defects per Unit (DPU)
= Number of defects / Number of products
= (100 + 200) / 30,000
= 300 / 30,000
= 0.01
Defects per Million Opportunities (DPMO)
= (Number of defects * 1,000,000) / (Total number of opportunities for defects)
NOTE: Number of defects from above is 300 and the Total number of opportunities for defects is
the number of products (30,000) times the number of defects (2).
= (300 * 1,000,000) / (30,000 * 2)
= 300,000,000 / 60,000
= 5,000
Throughput Yield
Throughput Yield (TPY) is the number of acceptable pieces at the end of the end of a process divided by the number of starting
pieces excluding scrap and rework (meaning they are a part of the calculation). Throughput yield is an important concept in
Six Sigma that measures the efficiency of a process. It is a universal and standard metric that can be used for processes of any
nature. Thus it enables different processes to be compared on a level ground. Throughput yield is based on the defects. It uses
DPU (Defects per unit) for its calculation.
=e-DPU =e -0.01 (where e is a mathematical constant with the value of 2.718) = 0.9901 =
99.01%
Parts per Million (PPM)
= DPU * 1,000,000
= 0.01 * 1,000,000
= 10,000
Along with the above metrics, process capability and process performance indices may
also be calculated in the “Measure” phase. Read the article on the indices.
The “Measure” phase requires that one is knowledgeable in basic statistics and
probability concepts. Read the lesson on the types of data. Also, review the tutorial on
probability concepts and the tutorial on the commonly used discrete and continuous
distributions.
Before the process performance is measured, it is important to check whether the
measurement system (measuring tools, inspection manuals, etc.) is efficient and reliable.
Verification of the measurement system is called Gage Repeatability and Reproducibility
(R & R) Study. Read the article that explains this.
References
Engineering Statistics Handbook. (2011). Gauge R & R studies. Retrieved from
http://itl.nist.gov/div898/handbook/mpc/section4/mpc4.htm
iSixSigma. (2011). Process capability (Cp and Cpk) and process performance (Pp and Ppk) – What is the
difference? Retrieved from
http://www.isixsigma.com/index.php?option=com_k2&view=item&id=1275:process-capability-cp- cpkand-process-performance-pp-ppk-what-is-the-difference?&Itemid=155
Simon, K. (2011). SIPOC diagram. Retrieved from
http://www.isixsigma.com/index.php?option=com_k2&view=item&id=1013:sipoc- diagram&Itemid=155
Stat Trek. (2011). AP statistics tutorial: Probability. Retrieved from http://stattrek.com/AP-Statistics3/Probability.aspx?Tutorial=AP
Stat Trek. (2011). Statistics tutorial: Discrete and continuous probability distributions. Retrieved from
http://stattrek.com/lesson2/discretecontinuous.aspx
Usable Stats. (2011). Fundamentals of statistics 1: Basic concepts: Nominal, ordinal, interval and ratio.
Retrieved from http://www.usablestats.com/lessons/noir
III.
THE MEASURE PHASE – Week 6 Notes:
Learning Objectives
Upon completion of the course, students will be able to:
•
•
•
•
Calculate process performance metrics
Review basic statistics
Verify whether the measurement system is efficient and reliable
Discuss the tools and concepts used in the “Measure” phase
Reading and Resources
Textbook
The Certified Six Sigma Black Belt Handbook, Chapters 14, 15, 16, 17, 18, and 19.
Website: Engineering Statistics Handbook
This website outlines the steps that can be taken to characterize the performance of gauges and
instruments.
•
Engineering Statistics Handbook. (n.d.). 2.4 Gauge R & R Studies. Retrieved from:
https://itl.nist.gov/div898/handbook/mpc/section4/mpc4.htm
Website: Process Capability (Cp and Cpk) and Process Performance (Pp and Ppk) – What is the
difference?
This website discusses the process capability and process performance indices.
Website: Fundamentals of Statistics 1: Basic Concepts: Nominal, Ordinal, Interval and Ratio
This website discusses the types of data.
•
Sauro, J. (n.d.). Fundamentals of Statistics 1: Basic Concepts: Nominal, Ordinal, Interval
and Ratio. UsableStats. Retrieved from: http://www.usablestats.com/lessons/noir
Website: AP Statistics Tutorial: Probability
This website reviews probability concepts.
•
StatCheck. (n.d.). What is probability? Retrieved from:
https://stattrek.com/probability/what-is-probability.aspx?tutorial=ap
Website: Statistics Tutorial: Discrete and Continuous Probability Distributions
This website reviews probability distributions.
•
StatTrek. (n.d.). Probability Distributions: Discreet and Continuous. Retrieved from:
https://stattrek.com/probability-distributions/discrete-continuous.aspx
Website: Measure
This website discusses the Measure phase.
•
IV.
Six Sigma Material. (n.d.). Welcome to the 2nd phase of a DMAIC project. Retrieved
from: http://www.six-sigma-material.com/Measure.html
MY NOTES FOR THIS ASSIGNMENT:
Six Sigma Daily Glossary
https://www.sixsigmadaily.com/six-sigma-terms/#tabpanel4
Throughput Yield
Provides an overview of how Throughput Yield (TPY) and Rolled Throughput Yield (RTY) are
calculated and how these calculations to measure the efficiency of a process. And calculating a
Parallel Process and a Serial Process using the DPU & TPY to get the RTY

Basic Six Sigma Metrics
For lean six sigma practitioners, these are necessary statistics to know to evaluate how various
processes perform. At the root of lean six sigma is the effort to reduce process failures by
eliminating, or at least reducing the factors that cause them. Each parameter of a manufactured
unit has opportunities for failure. The identification and measurement of these failures by basic
six sigma metrics is essential.
http://www.sixsigmatrainingfree.com/basic-lean-six-sigma-metrics.html
VERY USEFUL MANUAL ON THE FULL DMAIC PROCESS, INCLUDING THE MEASURE PHASE. ALL
INFORMATION BELOW, FROM THIS POINT ON DOWN, IS FROM THE FIREBRAND TRAINING
MANUAL.
LINK:
Fire Brand Training Manual
http://www.firebrandtraining.co.uk/pdf/learn/six-sigma/sixgreen-courseware.pdf
Value Stream Map:
A “current state” value stream map is prepared to help build a picture of how the existing
process delivers value to the end customer. Consistent use of icons are needed to create a
clear picture of the value stream.
To create a current state value stream map:
• Define a unit of product
• The team should follow a “product” through the entire value stream (physically if
possible)
• Post-it notes and pencil should be used to sketch out the first drafts allowing you to
refine as you learn more
• Use the standard icons as shown on the previous slide
• Collect “real” data, don’t rely only on process documentation or existing reporting
Block Diagram & Detailed Process Map
A block diagram is the simplest type of map. It provides a quick and uncomplicated view of the
high level process. Only rectangles connected by lines are used in this type of map. The
rectangles represent major activities and the arrows indicate direction of flow. Block diagrams
can be used to simplify large and complex processes. Block Diagrams are typically used for
presentations or management overviews. They do not provide the detail needed for diagnostics
or problem solving.
Steps to develop a Detailed Process Map:
1. Determine the format for the Detailed Process Map eg vertical or horizontal
2. Identify the flow of steps and decisions within each sub-process.
3. List the outputs for each step.
4. List the i…
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