© The Institute of Chartered Accountants of India
© The Institute of Chartered Accountants of India
© The Institute of Chartered Accountants of India
1. DMAIC technique analyses operational problems by assessing them in the following phases (1)
Define; (2) Measure; (3) Analyze; (4) Improve and (6) Control.
(1) Define the problem, project goals and customer requirements: Poor quality leading to erosion of
clientele.
Customers feedback indicates that product quality requires improvement. Dis-satisfaction is
reflected in the form of sale returns and warranty claims. Competitors have no sale returns on
account of poor quality as well as no warranty claims on its products. Hence, in an environment
where 100% quality can be achieved, DFS is facing quality issues. This is the problem to be
addressed. Failure to do so would result in loss of clientele, leading to a possibility of going out of
business. The goal of the project is to identify what is the sigma level at which the company is
operating and to suggest improvements to the production process it achieve 6σ level of
operations.
(2) Measure current performance: Indicators of poor quality to find out what is the sigma level of the
current operations?
Current performance focusing on quality can be determined based on the cost incurred in the
following phases:
(a) Sale returns: Sale returns are 1% of total sales. Gross sales are 25,000 units per annum at
selling price of Rs.20,000 each, therefore having a value of Rs.50,00,00,000. Sales returns
@1% amount to Rs.50,00,000 that represent the return of 250 units per annum. The cost of
poor quality on account of these sale returns is the variable cost of the product Rs. 12,500
per unit. This is an avoidable cost amounting to Rs.31,25,000 per annum that is 0.63% of
sales (Rs.31,25,000/Rs. 50,00,00,000).
(b) Warranty claims: Warranty is an undertaking given by the company to repair the electronic
component free of cost if defect occurs within a specific period of time. Hence, when the
customer files a claim that is accepted by the company, it means that there has been an
issue with the quality of the product. This is a liability / cost that should ideally be kept
minimum, if not nil like DFS’s competitors.
Warranty for the product is for one year from the date of sale. Warranty claims this year is
Rs.30,00,000, which is given to be representative of the average yearly warranty cost.
Therefore, currently this cost amount to 0.60% of sales (Rs.30,00,000/ Rs.50,00,00,000).
Summarizing sale returns and warranty claims alone represent 1.23% of current sales.
Considering the current percentage of deficiency, the company is operating between 3σ and
4σ level. The rest of the industry is able to achieve 6 σ level of operations. At zero defective
production, there are no sale returns on account of quality and no warranty claim costs.
Therefore, is tremendous scope for improvement in DFS’s operations.
(3) Analyze: What is the cause of poor quality? What is the cost of resources focused on quality?
Six sigma team studied the production process in detail. Replicating the issues detailed in the
given problem:
(a) Problem 1: Assembly line workers, including new hires, learnt on the job as to how to
assemble the input material to produce the final electronic component. This lead to many
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Workings
Table 1: Customer Sales Analysis - Revenue Analysis
All figures in Rs.
Particulars P M W Total Rs.
Sales {Sale Units × Sale Price (gross)} 2,50,000 2,37,500 3,12,500 8,00,000
Less: Sale Return (Step 1 × Return%) 1,250 - 31,250 32,500
Net Sales 2,48,750 2,37,500 2,81,250 7,67,500
Less: Cash Discount 7,462 - 8,438 15,900
Net Proceeds 2,41,288 2,37,500 2,72,812 7,51,600
Final Collections vs Original Sale 97% 100% 87% 94%
However, at selling price Rs. 50 per unit, the company can sell 1,40,000 units only, which is
60,000 units less than the budgeted production units.
After analyzing the price-demand pattern in the market (which is price sensitive), to sell all the
budgeted units market price needs to be further lowered, which might be lower than the total cost
of production.
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= Rs. 8.14
Labour Efficiency Variance
= Standard Cost of Standard Time for Actual
Production – Standard Cost of Actual Time
= (SH × SR) – (AH × SR)
Or
= (SH – AH) × SR
= (3,12,000 hrs. – 3,00,000 hrs.) × Rs.8.00
= Rs.96,000 (F)
Working
Standard Hours = Actual Production × Std. hrs. per unit
= 52,000 units × 6 hrs.
= 3,12,000 hrs.
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