SIX Sigma Virtual Project: PROJECT NAME: Carzzz The First Clinic For Cars

SIX SIGMA VIRTUAL PROJECT
PROJECT NAME: CarzzzThe first clinic for cars

PROJECT TEAM CHAMPION: SURESH.M MASTER BLACK BELT : PRATIYUSHA. A BLACK BELT GREEN BELT : DHIRTIMAN TALUKDAR : HARINI RAJENDRAN AND NAVEEN KUMAR.R
1. PROBLEM DEFINITION: The actual problem in the project is the lack of quality in the Service provided to the customers in the context of delivery of Cars. It is running with a limited space of Floor level where only limited numbers of Vehicles are handled at a time. And the workers and are not so skill oriented so as to adopt the change in the automobile And, also some of the spares are out of the stock which is required. WHAT: The problem is the quality level of service is going down day by day and services provided are not getting optimized. WHEN: The problem is identified when the customer satisfaction is observed from the feedback of the customer which is a usual part of the delivery. WHERE: It occurs because of the lack in the quality of performance in terms of delivery time.
2. GOAL STATEMENT: Using SMART principle, The goal of the project is to identify as what had went wrong in the quality of products and analyze the reasons for the lack of delivery and service provided in the products by measuring those using ratings of the customer and produce better quality to customers in order to meet their satisfactions.
3. OBJECTIVE/SCOPE: The project is targeted in the improvement of the quality of the service and increase in the stock production by 10-30 %. 4. COST OF POOR QUALITY (COPQ): The cost of poor quality is the sum of internal failure cost and external failure cost. These costs usually a company tries to reduce COPQ and maintain it as cost of quality. 5. TARGET SIGMA VALUE: Our target sigma value is 6. 6. CONSEQUENCES: Due to these problems, the consequences are losing the customers, fall in the growth of the firm, the profitability got affected and so the credibility and value in the market came down. 7. BENEFIT TO EXTERNAL CUSTOMERS: Our external customers are spare part providers, authorized service stations of that locality. 8. SCHEDULE: PROJECT START DATE: 01-08-2012 PROJECT END DATE : 31-10-2012
9. KEY MILESTONE/DATES: DMAIC Stages Define Measure Start Date 01-08-2012 21-08-2012 End Date 20-08-2012 10-09-2012
Analyse Improve Control
11-09-2012 21-09-2012 15-10-2012
20-09-2012 14-10-2012 31-10-2012
10.CURRENT SIGMA VALUE: Our sigma value is 1.3 11.LIST OUT VOICE OF CUSTOMERS (VOC) AND DEFINING CRITICAL TO QUALITY (CTQ) VOC Delivery and efficiency level are not satisfactory Spare parts remain out of stock most of the time Limited space in most of its branches The wear and tear of the spare parts are beyond low level Service is late. Prices are high. CTQ Number of times. Number of times. More space (sitting arrangement). Number of times. Number of times. Number of items.
12.LIST OUT THE VOICE OF BUSINESS (VOB) TO DEFINE THE CRITICAL TO PROCESS (CTP) VOB Profitability has gone down. Value(brand name) has gone down Market value and credibility has suffered losses. CTP Improper delivery and over service time. Less advertising and low quality of its products. Image branding.
13.USING PARETO CHART TO PRIORITIZE THE PROBLEM: A Pareto chart is a type of chart that contains both bars and a line graph where individual values are represented in descending order by bars, and the cumulative total is represented by the line.
0 90 80 70 60 50 40 30 20 10 0 2 4 6 8 120.00 100.00 80.00 60.00 40.00 20.00 0.00
NO. OF CASES CUMULATIVE FREQUENCY
The left vertical axis is the frequency of occurrence, but it can alternatively represent cost or another important unit of measure. The right vertical axis is the cumulative percentage of the total number of occurrences, total cost, or total of the particular unit of measure. Because the reasons are in decreasing order, the cumulative function.
14.PROJECT IDENTIFICATION: Problem Area Production Service Financial & Strategic benefits 8 8 Improved customer satisfaction 8 8 Effort Required 9 9
15.COLLECT THE DATA AND PRESENT THE DATA: DISPLAYING DATA USING RUN CHART:
90 80 70 60 50 40 30 20 10 0 Taste and quality not satisfactory Out of stock Limited space Coffee is not hot Service is late Prices are high Series1 Series2
DISPLAYING DATA USING HISTOGRAM:
100 80 60 40 20 0 NO. OF CASES PERCENTAGE LEVEL
16. CALCULATE THE FOLLOWING FOR THE DATA COLLECTED USING MS EXCEL
SIGMA VALUE: 1.3 DEFECT RATE:
17. IDENTIFY THE CAUSES USING THE FISHBONE DIAGRAM:
MATERIALS PEOPLE EXPERIENCE ABILITY PERSONAL PREFERENCE
BRAND GRIND WATER BEAN POOR TASTE AND QUALIT Y IN COFFEE
WITH/WITHOUT FILTER BREW TIME DRIP METHODS
WARMING TEMP. STOVE GAS OR ELECTRIC POT SIZE MACHINES
18. List out Solutions using Brainstorming Technique: Solution Equation Form: Cause Solution Estimated Cost Low Product Testing 10000 quality
Comple xity
Benefit
Risk
Validatio n
Profitability Failures in will testing
Out of stock Limited space
Produce more
3,50,000
Expand the space 1,00,000 of the shop
increase Increase the number of customer Can serve more number of customer
Excess of stock Customer service might go down
19.SELECT A SOLUTION BY APPLYING MULTI VOTING TECHNIQUE Product testing, Produce more, Expand the space of the shop.
20. Evaluate Risk( cause & effect) by using Failure Mode & effect analysis (FMEA) on a ten point scale
Cause & Effect Low quality Out of stock Limited space
Occurrence 7 6 5
Severity 8 5 3
Detection 9 6 7
21. Apply the solution and evaluate the improvement Implement the solution in a pilot mode Collect Sample data to evaluate the improvement Measure the Sigma value
22. Control the Process Display the data using Control Charts Identify if there is any special cases Define the controls Document the process 23. Conduct Project Closure

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SIX SIGMA VIRTUAL PROJECT

PROJECT NAME: CarzzzThe first clinic for cars

Analyse Improve Control

11-09-2012 21-09-2012 15-10-2012

20-09-2012 14-10-2012 31-10-2012

NO. OF CASES CUMULATIVE FREQUENCY

DISPLAYING DATA USING HISTOGRAM:

100 80 60 40 20 0 NO. OF CASES PERCENTAGE LEVEL

SIGMA VALUE: 1.3 DEFECT RATE:

17. IDENTIFY THE CAUSES USING THE FISHBONE DIAGRAM:

MATERIALS PEOPLE EXPERIENCE ABILITY PERSONAL PREFERENCE

BRAND GRIND WATER BEAN POOR TASTE AND QUALIT Y IN COFFEE

WITH/WITHOUT FILTER BREW TIME DRIP METHODS

WARMING TEMP. STOVE GAS OR ELECTRIC POT SIZE MACHINES

Profitability Failures in will testing

Out of stock Limited space

Expand the space 1,00,000 of the shop

Excess of stock Customer service might go down

Cause & Effect Low quality Out of stock Limited space

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