Deck 8: Problem Solving Using Design, Measure, Analyze, Improve, Control

Question 1

If you were the project manager responsible for solving a problem, based on Six Sigma's DMAIC cycle, describe the steps you would take to plan a problem investigation.

Answer 1

Follow these steps:
a. Recognize the problem, establish priorities
b. Form a team
c. Define the problem
d. Measure: Develop performance measures
e. Analyze the problem/process using root cause analysis tools
f. Determine possible causes
g. Improve: Select and implement a solution
h. Control: Evaluate the solution and institute follow-up if necessary
i. Ensure permanence of the solution.

Question 2

What does using a structured problem-solving process, like Six Sigma's DMAIC, do for us?

Answer 2

An organized problem-solving process like DMAIC enables us to systematically find and eliminate the root cause of a problem. The process encourages and guides us into finding and fixing the real problem. It forces us to check to see that it really is fixed too. An organized approach eliminates the hit or miss approach to solving problems.

Question 3

In the DMAIC cycle, the final step can be overlooked. What does the final stage "control" hope to accomplish?

Answer 3

Control refers to returning to evaluate the proposed, implemented solution to determine whether or not it worked. Control seeks to ensure permanence, ensure that the problem will not return, by making sure that the improvements made are permanently a part of the process. It seeks to control the process at a new level.

Question 4

Following their traffic study, the state lowered the speed limit on the U.S. state highway route through the small town from 45 mph to 35 mph. A follow-up study was done to determine whether or not reducing the speed limit reduced the number of accidents. Both studies were conducted for the same amount of time. Create and interpret a Pareto diagram.

Question 5

Create a why-why diagram for customers sending meals back to the kitchen of a restaurant.

Question 6

Create a cause and effect diagram for the problem: People wait too long for food during the noon hour at a local fast food restaurant. Complete the diagram by brainstorming potential corrective actions.

Question 7

Create a force-field diagram concerning the following issue: Students should each purchase a university specified computer their first year.

Question 8

Create a process flow chart for going to the movies. Begin with deciding when to go.

Question 9

Create a why-why diagram for customers leaving the store without making a purchase.

Question 10

A U.S. state highway route through a small town has had an increase in traffic volume, with a corresponding increase in accidents in recent years. The city manage has decided to do a traffic study to support the reduction of the speed limit. The study will cost approximately $2000. Upon completion, the study will be turned over to the state's department of transportation for consideration in deciding on the appropriate speed limit. The study investigated recent accidents with the following results. Create and interpret a Pareto diagram with the following information.