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SBTI Lean Six Sigma Podcast
#1
October 29, 2005
Six Sigma Process Design
Bill Hertzing & Joe Ficalora
http://www.sbtionline.com/podcast/Six_Sigma_Process_Design.mp3
http://www.sbtionline.com/podcast/Six_Sigma_Process_Design_transcript.php

Bill Hertzing: Hi, this is Bill Hertzing and this is the SBTI Lean Six Sigma Podcast. And, I am sitting here with Joe Ficalora, Executive Vice-President for SBTI and co-developer of a new training program called Six Sigma Process Design (SSPD). Joe, what exactly is this new course on SSPD all about? Isn’t six sigma all about process work already?

Joe Ficalora: The original and most widely used application of six sigma is still in process improvement. And, that works well in most situations where a process exists that you can measure, analyze, improve and then control. If no process exists, as in the case of designing a new customer service, then the tools from six sigma can not be readily applied in the same order. The is often the situation in the service business like finance, healthcare or even software. Where, new services are required to satisfy a growing market or new group of customers. SSPD was created specifically for situations where there is no process or the existing process needs to be redesigned. This program helps identify both customers and users of the new process, capture and analyze their voices and then use that information to design the new process.

BH: It sounds a little bit like Design for Six Sigma (DFSS). Can’t folks just attend a DFSS class?

JF: You are right in part as the first part of this new program takes some elements of the front end of Design for Six Sigma or DFSS. However, a great many of the tools of DFSS do not really apply to process of service design. For example, statistical tolerancing is key to new product design as is reliability engineering. But, you would be hard pressed to find consistent application of those tools to process and service design. We have taken the best and most applicable part of DFSS, Process Six Sigma and Lean and created some new tools that are uniquely suited for process design and put all of those into SSPD.

BH: So, tell me. How did the course originate?

JF: Well, like many things in our world, it began with customer needs and voices. We had one customer that was moving many of their internal and customer basing processes over to the Internet. You know digitization. Being a six sigma company, the recognized that some of the tools can be very useful for example, FMEA and process control plans. But, they also recognized that there wasn’t a clear way to consistently apply these tools and in an efficient or structured manner. At the same time, an information technology Master Black Belt at another client told us that over half of his company’s I.T. projects involved creating a new process and asked if we could do anything about that situation. We pulled together a few DFSS and transactional Master Black Belts and some key thought leaders in the industry. After some brainstorming and simulation activities, we constructed a roadmap, selected the appropriate tools plus created a few new ones. At the same time, one of our internal Black Belts was struggling with a project that involved process design. So, we had a great test case to see if we were on track. We have also iterated the program with customer feedback and the reception for the program has grown accordingly. Several companies are now using this methodology with great success.

BH: So, tell me. Who should attend a course like this? And, are there any prerequisites?

JF: We found great reception to our unique transactional program. And, typically 30% of those projects involve some aspects of process design. So, anyone working in the business processes or service areas will benefit from this program. The prerequisites is at least a Green Belt training or preferably a Black Belt or Master Black Belt.

BH: So, what exactly is in the course and what do participants get out of the training?

JF: Six Sigma Process Design contains all the tools needed beyond Process Six Sigma to create a new process or redesign an old process that meets the needs of the customer and the users within that new process. It has fuzzy front end tools like customer interviewing, KJ, Kano analysis and QFD. The program develops the true needs, establishes the hierarchy of needs and finally validates those needs before pursuing solutions. It has process concept generation tools like… and concept hybridization and selection Stewart Pugh’s matrix. It also has an introduction to simulation and performing designed experiments within a simulation. The program has a unique tool called Process Functional Analysis that analyzes a new or existing process by value content. Finally, the program contains the linkages necessary to show participants where and when to pull in tools they already know like process maps, SPC, FMEA and control plans.

BH: When is the next course scheduled? Can any company sign up for their own SSPD program?

JF: We are next scheduling an open program in March of 2006. Our website will have all the details. Any current SBTI client may also request a site specific program by contacting their account manager or myself directly.

BH: Well, that sounds very interesting. I can see how that could be valuable for those involved in designing a new service or internal process. Thanks for taking the time to talk with us. For more information go to the SBTI website at www.sbtionline.com or call 888-752-7070 until next time, take care.