Cause and Effect Matrix. SixSigmaTV.Net

Transcription

1 Cause and Effect Matrix SixSigmaTV.Net

2 Vital Few Identification We must identify the Vital Few root causes from the many probably root causes The Vital Few are those input and process factors (Xs) That can be most affected That most significantly influence critical to customer (CTCs) characteristics. Project teams may not need to prioritize when Only a few root causes were identified. It is clear which factors are the most influential on the process output. Y = f(x 1 +x 2 +x 3 +x 4 +x 5 ) Vital Few 2

3 C&E Matrix: Steps to Create 1. Select Key Customer Requirements (CTCs) 2. Determine a Priority Score for the CTCs 3. Enter Process Steps and Inputs from SIPOC, Swim-Lane Map, Fishbone 4. Rate the Correlation of Steps to CTCs 5. Cross Multiply Correlation Values with Priority Factors and Sum for each Input 6. Pareto the Results 7. Update SIPOC and Analyze Further 3

4 C&E Matrix: Example A manager at a local diner wants to improve customer satisfaction with the coffee they serve The team has completed a process map and they are ready to create a C&E matrix to identify the inputs that have the largest impact on customer satisfaction The team chose 3 aspects of customer satisfaction to focus upon: temp, taste and strength 4

5 Coffee Service Process Map Inputs Hot Water Soap Scrubber Clean Carafe Cold Water Measuring Mark Full Carafe Filter Maker w/filter Fresh Coffee Dosing Scoop Maker w/filter & Coffee Clean Carafe Fill Carafe w/water Pour Water into Maker Place Filter in Maker Put Coffee in Filter Turn Maker On Outputs Clean Carafe Dirty Water Wet Scrubber Full Carafe Filled Maker Empty Carafe Maker w/filter Maker w/filter & Coffee Operating Maker Heat Brewed Coffee Inputs Customer Order Size Specification Complete Order Hot Coffee Cup Filled Cup Customer Cream Sugar Amount Desired Complete Order Money Receive Coffee Order Pour Coffee into Cup Offer Cream & Sugar Complete Transaction Outputs Complete Order Filled Cup Customer Reply Amount Specified Complete Order Make Change Temperature Taste Strength Brewing Coffee Select Temperature Setting Hot Coffee Coffee Delivery Say Thank You Smile Happy Customer 5

6 Create a C&E Matrix Step 1: Select Key Customer Requirements Process Outputs CTCs Temp of Coffee Taste Strength Process Outputs Importance Process Steps Process Inputs Correlation of Input to Output Total 6

7 Create a C&E Matrix Step 2: Determine Priority Score Temp of Coffee Taste Strength Process Outputs Importance Process Steps Process Inputs Correlation of Input to Output Total Importance Rating A higher score indicates the output is more important to the customer 7

8 Create a C&E Matrix Step 3: Enter Process Steps Temp of Coffee Taste Strength Process Outputs Importance Process Steps Process Inputs Correlation of Input to Output Total Clean Carafe Fill Carafe with Water Pour Water into Maker Place Filter in Maker Put Coffee in Filter Turn Maker on Select Temp Setting Receive Coffee Order Pour Coffee into Cup Offer Cream and Sugar Complete Transaction Say Thank You Process Steps 8

9 Create a C&E Matrix Step 4: Add Process Step Inputs and Rate Impacts on CTCs Temp of Coffee Taste Strength Process Outputs Importance Process Steps Process Inputs Correlation of Input to Output Total Clean Carafe Hot Water Fill Carafe with Water Cold Water Pour Water into Maker Full Carafe Place Filter in Maker Filter Put Coffee in Filter Coffee Put Coffee in Filter Coffee Maker w/ Filter Put Coffee in Filter Dosing Scoop Receive Coffee Order Order Pour Coffee into Cup Hot Coffee Offer Cream and Sugar Cream Complete Transaction Money Say Thank You Coffee Delivery Process Step Correlation Scores A higher number indicates stronger correlation 9

10 Create a C&E Matrix Step 5: Calculate Totals Temp of Coffee Taste Strength Process Outputs Importance Process Steps Process Inputs Correlation of Input to Output Total Clean Carafe Hot Water Fill Carafe with Water Cold Water Pour Water into Maker Full Carafe Place Filter in Maker Filter Put Coffee in Filter Coffee Put Coffee in Filter Coffee Maker w/ Filter Put Coffee in Filter Dosing Scoop Receive Coffee Order Order Pour Coffee into Cup Hot Coffee Offer Cream and Sugar Cream Complete Transaction Money Say Thank You Coffee Delivery Process Outputs - Totals 10

11 Create a C&E Matrix Count Percent Step 6: Create Pareto Chart Step 7: Update SIPOC and Analyze Further (as necessary) Defect Count Percent Cum % Fill Carafe with Water Put Coffee in Filter Offer Cream & Sugar Select Temperature Setting Pour Coffee into Cup Clean Carafe Place Filter in Maker Turn Maker On Complete Transaction Others

12 Linking the C&E Matrix to Other Lean Six Sigma Tools Product: Core Team: Date (Orig): Key Contact: Phone: Date (Rev): Process Process Step Input Output Accuracy Accuracy Cleanliness Factors Accuracy Materials Speecd Materials DICY TK Process Specification (LSL, USL, Target) Cpk /Date Measurement Technique %R&R P/T Sample Size Sample Frequency Control Method Reaction Plan C&E Matrix Rating of Importance to Customer Process Step Process Inputs Total FMEA Control Plan Summary Process or Product Name: Responsible: Process/Product Failure Modes and Effects Analysis (FMEA) Prepared by: FMEA Date (Orig) (Rev) DICY Turn Steam on Scales DMF Load DMF DMF Load DMF Load DMF DMF Operational Excellence Control Plan Process S Step/Part E Number Potential Failure Mode Potential Failure Effects V Potential Causes Spin Draw Fiber Breakouts Undersized package, High SD Dirty Spinneret Process panel-hours lost 2 Filament motion 5 Polymer defects 8 O D R C E P C Current Controls T N Visual Detection of Wraps and 8 broken Filaments Visual Sight-glass Fuzzball Light DICY Load DICY DICY Envir. DICY Load DICY DICY Load DICY Load DICY DICY Raw DICY Load DICY DICY Mixer DMF Load DMF DMF Raw DICY Turn Steam on Preheating Key Inputs are explored The Key Inputs are evaluated 12