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Problem Solving Toolkit_Final v1.0
- 1. 1EAI Confidential Epson Problem-Solving Toolkit An unwavering commitment to drive innovation and performance EPSON INNOVATION ENGINEVersion 1.0 – January, 2016
- 2. Define the opportunity Measure current performance Analyze causes and alternatives Improve performance Control improvements • Identify and/or validate the business improvement opportunity • Create and obtain approval for the project brief • Establish and train the project team • Define critical customer requirements • Document (map) processes • Determine what metrics to measure • Manage measurement data collection • Analyze data to understand reasons for variation and identify potential root causes • Determine process capability, throughput, and cycle time • Formulate, investigate, and verify root cause hypotheses • Generate and quantify potential solutions • Evaluate and select final solution(s) • Verify and gain approval for final solution (s) implementation • Implement the solution(s) • Mistake-proof the new process • Develop ongoing process management (control) plan • Develop control chart(s) • Monitor and control critical process characteristics DMAIC: Epson Problem-Solving Approach Click here to watch an overview of DMAIC Click on each icon above for an overview of each phase
- 3. Project Brief or Charter Cause-and-Effect Diagram Provides an overview of the project and serves as an agreement between management and the team on the expected project outcome. A visualization tool for brainstorming and categorizing the potential causes of a problem in order to identify its root causes (also called fishbone diagram). SIPOC & Process Map Prioritization Matrix Describes the flow of activities taken by workers in a process as they use a specific set of inputs to produce a defined set of outputs. Provides a way to prioritize a diverse set of items by using a scoring model to derive a numerical value for the priority of each item. Voice of the Customer Control Plan and Chart Captures and studies feedback from the customer (internal or external) in order to provide them with superior service or product quality. Describes what is needed to keep an improved process at its improved level and visually monitors how the process changes over time. Our Core Problem-Solving Tools
- 4. Project Brief or Charter Why use this tool? To clearly define and gain agreement on the expected project outcome and key elements such as scope, estimated benefits, timeline, potential obstacles, stakeholders, sponsor, and team members. What benefits you can expect? • Develop a team consensus about the project vision • Acquire project approval from management • Develop stakeholder buy-in • Keep the project on track (keeping in mind timeline, budget, and objective) and avoid scope creep • Identify and minimize risks • Increase project efficiency • Evaluate the success of the project
- 5. SIPOC Diagram Process Owner: Homeowner Date: 12/15/2015 SUPPLIERS INPUTS PROCESS OUTPUTS CUSTOMERS EXPECTATIONS OR REQUIREMENTS Providers of the required resources Resources required by the process Top level description of the activity Deliverables from the process Anyone who receives a deliverable from the process Customer Expectations Homeowner Hardware store (rakes and mower) Gas Station Long Grass Lawn mower availability Gasoline Person to mow grass Bags for clippings Rake Mowed Lawn Grass Clippings in bags Homeowner Neighbors City Waste Recycler Keep Grass to 3 inches Place clippings out on Wednesday night Do not mow on Sunday morning before 8:00 AM Process Purpose: To maintain the grass in a homeowners yard Process Title: Yard maintenance map Determine Lawn needs mowing Monitor Grass Length Fuel Lawnmower Mow Grass Collect and Bag Clippings Why use this tool? To define the boundaries of a process in order to scope the opportunity and to capture customers and process requirements. What results you can expect? • Identify and balance competing customers’ requirements • Identify gaps in requirements of the process inputs and outputs • Identify suppliers of the process inputs • Assist in identifying the data needed to manage the products and processes • Verify team and resource requirements • Target the right metrics Suppliers Inputs Process Outputs Customers | LEARN MORE
- 6. Process Map Why use this tool? To gain a better understanding of the business process under investigation from beginning to end, including required activities, decision points, information flows, metrics, and responsible individuals. What benefits you can expect? • Develop a deeper understanding of the process workflow, information flow, and resource requirements • Identify process dependencies, problems, and potential causes of problems • Identify potential improvements • Gain agreement and communicate the items above to interested parties | LEARN MORE
- 7. Voice of the Customer Why use this tool? To identify the customers’ needs and expectations of a process, product, or service, and then organize and prioritize these needs/expectations with regard to current or future offerings. What benefits you can expect? • Gain a better understanding of customers’ needs • Determine how well the process or product/service is fulfilling customers’ needs • Optimize the process or product/services to better meet customers’ needs • Prioritize problems and improvements based on customers’ needs • Determine the reasons behind customers’ opinions and feedback • Create a better customer experience | LEARN MORE
- 8. Cause-and-Effect Diagram Why use this tool? To identify and categorize potential causes of a specific effect or problem. What benefits you can expect? • Facilitate brainstorming of potential causes of an effect or problem • Organize potential causes into logical groupings • Explore potential causes before considering solutions • Identify relationships between potential causes • Identify major potential causes for further research (root causes) • Communicate potential causes to others in an organization • Identify areas for improvement | LEARN MORE
- 9. Prioritization Matrix Why use this tool? To rank potential problems or solutions to a problem by evaluating them against a prioritized set of criteria, which can be determined by the voice of the customer and/or other sources. What benefits you can expect? • Quantitatively prioritize the potential problems or solutions • Understand how the potential problems or solutions are related to each criterion • Reduce the number of potential problems or solutions for further consideration • Communicate to others why certain potential problems or solutions are of interest | LEARN MORE
- 10. Control Plan and Chart Why use these tools? To provide guidelines on what needs to be monitored and controlled to keep the process performing at its improved level and visually monitor the process performance to ensure it stays within goals. What benefits you can expect? • Identify the items critical to maintain process performance and their required performance levels • Identify responsibilities for monitoring process performance • Standardize process monitoring • Keep processes on track • Proactively identify and resolve process problems • Identify root causes of poor process performance Control Plan Control Chart
- 11. Roles & Responsibilities Roles Definition Main Responsibilities Project Sponsor Responsible to the business for the success of the project (owns the business case). • Establish clear vision, goals, and expectations • Provide resources and remove roadblocks • Stay involved throughout the project, but trust the problem-solving process and the team • Keep the team motivated Project Leader Has overall responsibility for the successful planning and execution of the project. • Lead the team through the DMAIC process to deliver the project’s goals • Keep the team motivated and engaged • Keep stakeholders engaged and informed Project Coach Responsible for coaching and mentoring the project leader and helping keep the initiative on track. • Coach and mentor the project leader on areas such as problem-solving (DMAIC), project management, and team leadership Team Members Participate in the project helping deliver tangible results to the organization and our customers. • Assist the team leader throughout the project, providing invaluable expertise and insights • Stay engaged and deliver on commitments • Support implementation of solution Process Owner Individual who has the ultimate responsibility for the performance of a process in realizing its objectives. • Ensure the process delivers on customers’ expectations • Ensure the process is documented, managed, and regularly updated/improved • Monitor process performance with data Project Stakeholders Individuals, groups, or organizations that have an interest, are affected by, or can affect the project. • The team is responsible for identifying, analyzing, and engaging stakeholders throughout the project
- 12. Sources Topic Link DMAIC Overview https://www.youtube.com/watch?v=nG3BoGRZjOc DMAIC Phases Overview Define https://www.youtube.com/watch?v=HSX4IVykiWY Measure https://www.youtube.com/watch?v=SSlIHPRdGPs Analyze https://www.youtube.com/watch?v=mMe3ZztUtJE Improve https://www.youtube.com/watch?v=hVatwj7J3ZQ Control https://www.youtube.com/watch?v=ZNsF8VvChT4 Project Brief https://www.youtube.com/watch?v=y4x6uQzP2o0 SIPOC Diagram https://www.edrawsoft.com/create-sipoc.php https://www.youtube.com/watch?v=N9K2Sz0OCOw Process Map http://asq.org/learn-about-quality/process-analysis-tools/overview/flowchart.html https://www.youtube.com/watch?v=drMaqtFwLYc Voice of the Customer http://asq.org/learn-about-quality/qfd-quality-function-deployment/overview/voice-of- the-customer-table.html https://www.youtube.com/watch?v=NFDEpRk6Hw0 Cause-and-Effect Diagram http://asq.org/learn-about-quality/cause-analysis-tools/overview/fishbone.html https://www.youtube.com/watch?v=bNDlg1h-za0 Prioritization Matrix http://www.syque.com/quality_tools/toolbook/Priority/do.htm https://www.youtube.com/watch?v=aR6o3vdcGlA Control Plan and Chart https://www.youtube.com/watch?v=3aaMB5EYgsQ https://www.youtube.com/watch?v=zvp8qmH3Eos Roles & Responsibilities https://www.youtube.com/watch?v=Vkd7JGl0-90
- 13. PROBLEM-SOLVING Innovation Engine Toolkit Series TEAM LEADERSHIP CHANGE MANAGEMENT DATA ANALYSIS PROJECT MANAGEMENT COMMUNICATION