Six Sigma Methodology Overview

Correct Progression of Expertise

• The correct order of expertise levels is white, yellow, green, and black belt.

Six Sigma Definition

• Six Sigma encompasses variation, performance metrics, methodology, and philosophy.

DMAIC Phases

• DMAIC stands for Define, Measure, Analyze, Improve, and Control.
• DMAIC focuses on improving factors that impact a process result, specifically, determining the key X factors that improve Y in Y = f(x).

Project Charter Approval

• The project charter is approved by the project champion.

Critical to Quality (CTQ) Characteristics

• CTQs are performance characteristics of a process, product, or service that are crucial for customers.

Normal Curve Variations

• 99.9997% of variations in a normally distributed process lie within 3 standard deviations of the mean.

Defects Per Million Opportunities (DPMO) Calculation

• DPMO is calculated by dividing the total number of defects by the total number of opportunities, then multiplying by one million.

Six Sigma Level of Performance

• A six sigma level of performance indicates that there are no more than 3.4 defects per million opportunities. A six sigma quality level is verified as true.

Project False and True

• Projects must address chronic, specific, and measurable deficiencies or opportunities that have significant operational and financial impact.

Six Sigma Project Team

• The goal for selecting Six Sigma project team members should be to choose the best people for that project, not necessarily the best performers in the company or based on availability alone.

Project Charter Elements

• A project charter includes expected benefits, problem statements, strategic visions, and project scopes.

SIPOC Definition

• SIPOC stands for Suppliers, Inputs, Process, Outputs, and Customers.

Define Phase Steps

• Steps in define phase include developing problem and goal statements, developing the SIPOC diagram, and developing project charter, but not developing solutions.

Goal Statements

• Goal statements should be specific, measurable, achievable, relevant, and time-bound (SMART).

Measure Phase Steps

• Steps related to the measure phase include process mapping, developing data collection plans, measuring the Y, and measuring the X.

Data Collection Planning

• Data collection should begin with developing a list of specific questions, a process map, and a list of potential causes.

Process Mapping

• Process mapping, in the context of data collection, requires redesigning the process, documenting process flow, and improving the process.

Repeatable and Reproducible

• A reliable measurement system is repeatable (same results every time) and reproducible (same results by different people).

Continuous Data Charts

• Charts like histograms, box plots, dot plots, and Pareto charts are used for continuous data.

Process Capability and Sigma Level

• Higher process capability generally corresponds to a higher sigma level.

Hypothesis Testing

• Hypothesis testing involves proving key Xs, proposing theories about Y, testing the measurement system, and developing test solutions.

Brainstorming

• After brainstorming, the number of proven causes on a cause-effect diagram should be numerous.

Pilot Projects

• Pilot projects provide small-scale trials to validate that improvements will work as planned before expanding to a larger scale. This is a true statement.

Solution Selection

• Tools such as multi-voting, criteria selection matrices, creative thinking, and brainstorming can be applied to select solutions for identified problems.

Mistake-Proofing Levels

• The levels of mistake proofing include prevention, detection, and inspection.

Risk Priority Number (RPN)

• RPN is the product of severity, occurrence, and detection scores and is used to determine the priority of risks.

Control Phase Steps

• The control phase involves monitoring performance, developing control plans or update procedures for previously implemented plans, and not developing an improvement plan in that phase. Instead, an improvement plan would be developed during previous phases.

SPC Chart Functions

• Statistical process control (SPC) charts indicate when to intervene in a process and when the process is stable.

Service Management Framework Alignment

• The best-practice service management framework aligned with ISO/IEC 20000 is ITIL. (Information Technology Infrastructure Library)

Service Management System (SMS) Definition

• A Service Management System (SMS) is a system that manages how an organization creates, delivers and manages services. It tracks adherence to service level agreements, effectively represents how the organization manages its services, and captures service performance as signed documents between service provider and customer.

ISO/IEC 20000 Clause Addresses

• The clauses in the ISO/IEC 20000 standard address the organization's context, leadership, planning, process operations, performance evaluation, improvement, support, scope, and interested parties. They are linked aspects that help to manage an SMS effectively. Clause 37 or 40 are examples of clauses that this applies to. Planning, doing, checking, and acting are a subset of the broader standards.

Management Review Aspects

• Internal audits, management reviews, and service reporting, a subset of the performance evaluation clause, are part of a broader clause within the ISO/IEC 20000 framework.

Service Assurance Clause Subclauses

• The service assurance clause includes sub-clauses related to the planning process, the performance evaluation process, aspects of change management, and more.

Service Availability and Continuity

• Service availability management, service continuity management, and information security management are all included in managing the service management organization's risks.

Service Portfolio Definition

• The service portfolio is a complete listing of all of an organization's IT products and services. It plans, schedules, and controls the creation, testing and deployment of releases for services that are necessary and fulfill the business needs.

Customer Types

• Two customer types in Business Relationship Management are internal and external.

Service Design, Build, and Transition Subclauses

• The service design, build, and transition clauses include subclauses related to the context, leadership, planning, change management, and other elements. Important here is understanding these elements are part of the larger service structure.

ISO/IEC 20000-2 Publication Application

• The ISO/IEC 20000-2 publication is useful for organizations to determine correct implementation processes for incident management, understanding standard requirements, gaining insights into meeting requirements, and determining best practices. The publication is useful for understanding and applying standards, not simply providing specific practices for implementation.

Service Management Accountability

• All contracted parties associated with the implementation, not simply internal auditors or the customer, are accountable for complying with the requirements. All parties must meet the standard.

ISO/IEC 20000-2 Information Types

• The ISO/IEC 20000-2 publication provides explanations, required activities, and other essential information relevant to implementing an SMS.

ITIL Best Practices

• ITIL best practices are vendor-neutral, descriptive, applicable in differing situations, and focus on effective practices, not simply the procedures themselves. They are not dogma.

Test your knowledge on the Six Sigma methodology, including expertise levels, DMAIC phases, and critical to quality characteristics. This quiz covers essential definitions and calculations that every Six Sigma practitioner should know.