Operations and Supply Chain Management The Core

310 OPERATIONS AND SUPPLY CHAIN MANAGEMENT
exhibit 10.5
Analytical Tools for Six Sigma and Continuous Improvement
Flowchart of Major Steps in a Process
SUPPLIERS INPUTS PROCESSES OUTPUTS CUSTOMERS
Manufacturer
Copier
Copies
You
Office Supply
Company
Paper
File
Define
Yourself
Toner
Original
Making a
Photocopy
Others
Power
Company
Electricity
PROCESS STEPS
Put Original
on Glass
Close
Lid
Adjust
Settings
Press
START
Remove
Originals
and Copies
Measure
Unit volume
Total # of customer complaints
2700
2400
2100
1800
1500
1200
900
600
300
0
2500
1500
1000
500
0
Run Chart
Average monthly volume of deliveries
(per shop)
1,951 deliveries
Jan FebMarApr May Jun Jul Aug Sep Oct NovDec
Pareto Chart
Types of customer complaints
Total = 2520 October–December
(across 6 shops)
2000
(1890)
Late deliveries
(220) (206) (117)
Wrong order
Cold food
Taste
(87)
Other
100%
75
50
25
Illustration note: Delivery time was defined
by the total time from when the order was
placed to when the customer received it.
DATA COLLECTION FORMS
Checksheets are basic forms that help standardize data collection
by providing specific spaces where people should record data.
Defines what data
are being collected
Operator: __________ Wendy
Date : __________ May 19
Reason Frequency Comments
Carton Transport
Metal Check
No Product
Lists the
Sealing Unit
characteristics
or conditions Barcoding
of interest
Conveyor Belt
Bad Product
Other
Includes place to
put the data
Machine Downtime
(Line 13)
Burned flakes
Low weight
May want to add
space for tracking
stratification factors
Has room for
comments