1. 1 Six Sigma Green Belt -6-4-2024 6 Developing Performance Indicators

2. 2 Six Sigma Green Belt Lord Kelvin - - - When you measure what you are speaking about and express it in numbers, you know something about it, but when you cannot express it in numbers your knowledge about it is of a meager and unsatisfactory kind. Our Hero

3. 3 Six Sigma Green Belt Data - Feedback Circuit Amplifier InputOutput Feedback v t V t

4. 4 Six Sigma Green Belt Business Process Data ACTIONS INPUT OUTPUT SUPPLIER CUSTOMER Obtaining Voice of Customer Data: Reactive (Complaints, Returns, Defects, Web Site Comments, etc.) Proactive (Interviews, Focus Groups, Surveys, Mystery Shopper, etc.)

5. 5 Six Sigma Green Belt Interview Guide – Obtaining Requirements

6. 6 Six Sigma Green Belt CTQs Defined

7. 7 Six Sigma Green Belt Quality Components “BIG” QUALITY Product or service features, attributes, dimensions, characteristics relating to the function of the product or service, reliability, availability, taste, effectiveness, - also rework or scrap COST DELIVERY SERVICE & SAFETY CORPORATE RESPONSIBILITY Cost to manufacture, transport, distribute, inventory, sales price, cost to consumer (initial plus life cycle) Production volumes, lead times, turn-around-times, setup times, delivery time, delays Problems occurring after purchase, failures, parts availability, service, warranties, maintainability, customer required maintenance, product liability, and safety Problems arising from pollution, “damage” to society or the environment, disposal “LITTLE” QUALITY

8. 8 Six Sigma Green Belt Cause & Effect (Ishikawa) Diagram Quality Characteristic CTQ (Effect) Methods Materials Machines People Information Environment Process Variables (Causes)

9. 9 Six Sigma Green Belt Measurement System - Variation INSTRUMENT OBSERVER EVENT Issues: Accuracy, Precision, Repeatability, Reproducibility, Linearity, Drift, Calibration Frequency,...

10. 10 Six Sigma Green Belt Summary – Selecting Indicators Problems Costs Strategy Complaints Problem Area Selected for Attention Identify Product or Process Associated with Problem Identify the Product/Process’ Key Characteristic(s)/CTQs Determine a Measure and Associated Data Collection Plan Voice of the Customer Collect CTQ Data