- Management Basics
- Management Functions
- Organizational Behaviour
- Marketing
- People Management
- Personnel Management
- Human Resource Management
- Human Resource Development
- Compensation Management
- Job Analysis & Design
- Performance Management
- Rewards Management
- Competency Based Assessment
- Employee Development
- Training & Development
- Participative Management
- Employee Relationship Management
- Career Development
- Talent Management
- Human Capital Management
- Knowing Your Employees
- Relationship Building
- Employee Behaviour
- Workplace Efficiency
- Employee Engagement
- Knowledge Management
- Employee Retention
- Social Entrepreneurship
- Youth Entrepreneurship
- Operations
- Supply Chain Management
- Inventory Management
- Enterprise Resource Planning - I
- Enterprise Resource Planning - II
- Business Process Management
- Globalization
- International Business
- Business Process Outsourcing
- Disaster Recovery Management
- Business Continuity Management
- Project Management
- Production & Operations Management
- Management Information System
- Database Management System
- Business Process Improvement
- Total Quality Management
- Six Sigma - Introduction
- Six Sigma - Define Phase
- Six Sigma - Measure Phase
- Six Sigma - Analyze Phase
- Six Sigma - Control Phase
- Six Sigma - Team
- Import & Export Management
- Finance
- Economics
Important Concepts of Six Sixgma
It is important to know that the variable or the factor that we want to improve is a Y or an X. If the variable under control is a Y then we should identify the Xs or the independent variables that affect Y and we should focus on improving the Xs and thereby improving the Y. There could be more one X that influences the Y and we should try to brainstorm along with the team to identify as many Xs as possible and then perform Pareto analysis or other prioritization tools to identify the critical Xs that impact our Y. CustomerCustomer is the person (whether internal or external to the organization) who uses the output that the organization produces. A customer could be
Customer RequirementsCustomer requirements can be defined as the needs of the customer and his expectations from the output that the organization is producing and delivering. When the organization is able to meet all the customer requirements then it will lead to Customer Satisfaction. On the contrary, if the organization is unable to meet the customer requirements then the customers will be dissatisfied and over the period of time they will turn away from the organization’s product. Customer requirements are also called Voice of the customer - “VOC”. Tools for identifying Customer Requirements
While performing the above the following questions should be asked:
Critical to Quality (CTQ)CTQ stands for ‘Critical to Quality’. In other words it represents the critical requirements of the output. CTQ’s could be derived from Customer requirements, Risks, Economics and Regulations. For eg a CTQ could be on-time delivery or accuracy etc. It is very critical to identify and define CTQs appropriately because it depicts the quality parameters that relate to wants and needs of the customer. VOC to CTQ ConversionOnce we have collected the voice of the customer (VOC) we then will have to arrive at Critical to Quality (CTQ) elements so that the customer requirements can be incorporated into our process and the output can be produced as desired by the customer.
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