Page 116 - Six Sigma Advanced Tools for Black Belts and Master Black Belts

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Comparison with Current Six Sigma Tools 101
User feels
satisfied
Injection: Call-
back system that
does not require user
to wait on the line

Injection: Have User does not
something to entertain waste time waiting
the user while waiting to be served

N1. Operators User does not have to User does not
can cope with waste time going need to speak to
the number of through all the the operator often
calls options

Injection: Rearrange Injection: Study the
C1a. Operators Injection: Right-
pattern of users'
are experienced size the number the order of the option needs and include them
regularly according to
and fast of operators
the usage in the selection

Injection: Set up a In Injection: Improve
comprehensive and Not many new the hiring process
effective training operators Low turnover to ensure new
program staff will stay longer

Figure 8.10 CRT with injections added.

8.4 COMPARISON WITH CURRENT SIX SIGMA TOOLS

ArethereanybenefitsinincorporatingtheCRTandFRTintotheSixSigmacurriculum,
and if so, how? As the scope of the CRT and FRT overlaps with some of the existing Six
Sigma tools -- root cause analysis (RCA), the cause-and-effect (C&E) matrix, FMEA,
QFD, and design of experiments (DOE) -- is it better to stick to one tool or to have
alternative tools for people to choose? In my view it is better to stick to one and use it
well. Using a common platform can only improve communication and effectiveness.
With the proliferation of tools with overlapping uses, deciding when to use what is a
serious problem for Black Belts.
Although some of these tools were created as a ‘complete system’ with their own
purposes (e.g. FMEA and RCA), they have been adopted into Six Sigma as just a
component in the DMAIC process. Thus, the following comparison is confined to the
usage of tools within the Six Sigma environment.