Page 113 - Six Sigma Advanced Tools for Black Belts and Master Black Belts

OTE/SPH
OTE/SPH
JWBK119-08
Current and Future Reality Trees
98 August 31, 2006 2:56 Char Count= 0
W1a. User
feels
frustrated
User is busy

Nothing to do W1b. User
during wastes time
waiting time waiting

N1. Operators N2. User N3. Most of the
cannot cope wastes time time still need to
with the going through speak to the
number of calls all the options operator

C2. Options are C1. Pre-set
C1a. Operators C1b. Not not arranged in options not
are enough order of comprehensive
inexperienced Operators popularity enough

Training Too many
program is not new High
comprehensive operators turnover

Figure 8.5 Expanding a branch.

The third step is to insert the injections into the CRT and change the effects where ap-
propriate. Add new injections if needed until they are sufficient to reach the desirable
effects (Figure 8.10).
The fourth and final step is to look for possible negative effects due to the intro-
duction of the injections. If there are any, brainstorm new injections that can take care
of them. This is to assess the feasibility of the solutions and also, to a certain extent,
to error-proof them. If there is no good solution to the new negative effects, and the
particular injection is not the only way to achieve the desirable effect, then it may be
a good idea to drop the injection. As shown in Figure 8.11, adding new operators will
increase operating costs; if there is no direct solution to this, it might be desirable to
drop the injection, especially if the operators are felt to be well trained and efficient.
The FRT is now complete. The next step is to implement the solutions. This step can
vary from an easy fix such as hiring two more operators, to forming a project team to
revamp the entire training program.