Situations Warranting Business Process Improvement
Business Process Improvement programs when designed with specific objectives and sponsored and facilitated by the senior management including Business Unit heads yields the desired results. Organizations use BPI as a tool to raise the bar and take their business operations to another level. BPI as a tool for effecting change management is effective especially when […]
As the World Ages, are we prepared to deal with the Consequences of the Shock of Grey
The Consequences arising from the Shock of Grey The world is ageing before our eyes, and the moot question to ask ourselves as citizens of nations, as employees and workers of corporates, and as children of aged parents as to whether we are ready for the consequences of the so-called “Shock of Grey”. This term […]
Business Continuity Management Planning around the World
In these turbulent times when the business environment is characterized by uncertainty and fraught with risks of all kinds, companies have to plan for contingencies and emergencies. The disaster preparedness that companies exhibit goes a long way in making them adjust to the changing circumstances when disaster strikes. For instance, companies may have to deal […]
China’s Wealth Gap Problem
Traditionally China has been one of the red states. This means that China traditionally adopted the policy of communism. Hence, one would expect the income and wealth disparity in China to be limited. However, surprisingly, that is not the case. China has one of the biggest wealth disparities in the world. For instance, the top […]
Comparison of Six Sigma and Total Quality Management
Both Six Sigma and Total Quality Management are effective tools for quality management but a thin line of difference does exist between them. Although the methodologies and procedures involved in both the two appear quite similar but there are certain major differences. Six-Sigma is a relatively newer concept than Total Quality Management but not exactly […]
In the equation - Y = f(X), Y is the dependent variable and it is dependent on the variable X. In other words, when there is a change in value of X then value of Y will automatically change. The following are the characteristics of both types of variables:
| Y | X |
| Dependent variable | Independent variable |
| Output of the process | Input to the process |
| Effect | Cause |
| Symptom | Problem |
| It is monitored | It is controlled |
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.
Customer is the person (whether internal or external to the organization) who uses the output that the organization produces. A customer could be
Customer 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”.
While performing the above the following questions should be asked:
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.
Once 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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The Cost of Poorly Performing Processes – Need for Six Sigma
February 12, 2025
