Page 185 - APM Integrated Workbook STUDENT S18-J19

The role of quality in performance measurement

Six Sigma

Aims to reduce the number of faults that go beyond an accepted tolerance level of
3.4 defects in every one million units produced.

2.1 The Six Sigma process (DMAIC)

 Quality problem identified.
Step 1: Define the process
 Mission and objectives set stating
what will be done about the quality
problem from the customers’
perspective:

– minimum customer
requirements

– those that improve the
customers’ experience

– those that go beyond the
customers’ expectations.

 Preliminary work on how the current
Step 2: Measure existing problems
process is working.

 Performance measurement systems
must be reliable.

 Root cause of problem identified.
Step 3: Analyse the process
 May need additional information.

 Potential solutions developed.
Step 4: Improve the process
 Appropriate solution will:

– achieve stated mission and
objectives
– be within cost/resource
constraints.

 Ongoing monitoring.
Step 5: Control the process
 Revisit earlier stages if needed.

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