sqm lecture3 org structure roles&resp
TRANSCRIPT
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Service Quality Management -
Lecture 3
Dr. Sriram Devanathan
Jan 2010
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v w yplayers in the Six Sigma organization
Explain the role of the Guiding Coalition
Explain Six Sigma organizational structure
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Sets and maintains broad oals for im rovement
projects in area of responsibility
, ,direction or scope of a project
Finds (and negotiates) resources for projects
Re resents the team to the Leadershi rou andserves as its advocate
Project Hopper
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between teams or with people outside the team
Works with Process Owners to ensure a smooth
handoff at the conclusion of an improvementpro ec
management tasks
Assures that control plan is effective inimproving Y
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Six Sigma Roles Master Black
Belt Owns subsidiar function or market de lo ment lan
and results Administrative manager for BBs
Keeps BBs on track
Keeps Champions & Managing Director involved
Communicates Six Sigma methodology and tools
Leverages best practices
Mana es ro ect ho er and rioritizes ro ects
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Six Sigma Roles Master Black
Belt
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organizations capability with Black Belts andGreen Belts
Drives project identification and completion
Kee s the ro ect ho er full
Checks projects for alignment with corporategoals
Communicates, teaches, and coaches
A lies tools and methods to areas outside ofcurrent focus
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Proficient in Six Si ma tools and their
application Selects ri ht team members with Cham ions
and MBBs
Leads ro ect team
Implements DMAIC methodology
r ves g mpac programs o o om ne Shares best practices
Mentors Green Belts
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Facilitates, communicates, and teaches
Runs projects in a team environment
Develops high-potential talent and builds the
Looks for a licabilit of tools and methods toareas outside of current focus
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time basis Su orts strate ic Black Belt ro ects b
leading a sub-project
Technical rocess ex ert
Drives continuous improvement
Works in own functional area
All salaried employees will be Green Belttrained
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success Si ns off on ro ect estimates and results
Provides input to the project selection process
projects
Works with MBB Cham ions Mana inDirector to quantify projects
Confirms the Project Y objective as defined bythe BB is appropriate and will result in hard
savings
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Trains MBBs and BBs
Trains Green Belts with help from BBs and MBB
Coaches BBs and GBs in proper use of tools for project
success
Consulting resource for project teams
Responsible for all translation of training materials intolocal language
Maintains and develops curriculum
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Launches and sponsors improvement efforts
process owners and with functional managers
Maintains process documentation
Measures/monitors rocess erformance
Tracks financial performance
relationship to other processes
Sigma levels of quality, efficiency and flexibility
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Six Sigma RolesSix Sigma Roles Process OwnerProcess Owner
Creates (with BB) control plan documentation
use of control plan (including SPC if applicable)
identifies effectiveness of control plan
Tracks financial benefit and updates Six Sigma
tracking period)
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Guiding Coalition
Champion
BlackBelt
Resource and
Process OwnerLeads BBs, manages
ro ect ortfolio, and
x gmaDirector
Black
drives culture change
e
Project Team Leader
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Project Coalition
In addition to the Guiding Coalition, a project
coalition of Champion, BB, and Process Ownermay form to guide a specific project
Champion focuses on high level accountability
and ownership ac e s pro ec ea er an oo mas er,
solves the problem y = f(x), and works with
The Process Owner is responsible for maximizing,
Plan, and tracking financial benefits
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Coalitions
Master
Guiding
Black Belt Champion
Project
Champion
Six SigmaDirector
Black Belt
GreenBelt /Black
ProcessOwner
e
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Project Screening SystemProject Screening System
DEFINE
Pro j ect I deas/ Pro j ect I deas/ Multiple Sources:MBB, Champion, Work Process Identified?
Goal Tree Linkage,Global Strategic Plan
Fin e Fi l t erFin e Fi l t erBB, Finance, ...,
between BSL & ENT/Goal?Clear line of sight fromProject Y to Critical Y?
YES to proceed
Ranked Projects Appr oved for BB (w ith resources) byVP , Six Sigma Director, MBB,
Champion, Controller($),Steerin Committee s
Coarse Fi l terCoarse Fi l ter
Pro jec ts i n QueuePro jec ts i n Queue
Address Critical Y(top down)?Cause for Pain(bottom up)?
Many
Process Map
MEASURELarge $ Opportunity?
YES to proceed
Few KeyXs
Xs C&E Matr x
Multi-Vari
ANALYZE
IMPROVE
ReducedXs
FMEA
2-3Expts
Medium Fi l t e r Med ium Fi l t e r Unknown Solution?Use of Six Sigma Tools?High Level of Complexity(BB or GB project)?
YES to proceed
Ctrl PlanCONTROLrXs
Opt im ized Process Opt im ized Process