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What does NetApp do?
NetApp solutions
simplify the complexity
of storing, accessing,
managing, and protecting
corporate data.
Six Sigma DMAIC
DefineWhat problem needs to be
solved?
AnalyzeWhen and where do defects occur?
MeasureWhat is the capability of the process?
ImproveHow can process capability be six sigma?
What are the vital factors?
ControlWhat control can be put in place to
maintain the gain?
OptimizationControlling Systems
CharacterizationMonitoring Systems
Project Charter
Purpose Improve low & inconsistent test yield through process capability
improvement Improve customer satisfaction Increase supply chain efficiency Increase profit by reducing cost associated with failures
Importance Exceed both external and internal customer satisfaction - Improve
Quality Improve the efficiency of the NetApp CTO process by reducing
failures - Eliminate Waste Increase 1st pass yields of the products -Reduce Lead Time Reduce cost associated with failure analysis and diagnostic - Reduce
Total Cost
Charter Cont’d
Scope Focus on yield and test processes
Measures Increase test yield Reduce lead time and eliminate wait in the supply chain Simplify test processes Standardize processes
Deliverables Standard processes Efficient processes Increased yield Deliver as promised
ResourcesCorporate Sponsor – Network Appliance, Inc. OPS: Mark Bluth (VP of Operations) OPS: Chantal Faucher (Director Quality and Testing) OPS: Sonny Gill (Automation Test Engineering
Manager) OPS: Xin Jiang (Supplier Quality Engineering Manager) OPS: Kai Chan (Quality Engineer) MFG: Ken Chew (Manufacturing Engineering Manager) MFG: John Hutcherson (Program Management
Manager) NGS: Ernesto Navalta (Global Services Manager)
Customer Sponsor – Good Technology, Inc. IT: Toney Choi (Director of IT)
Charter Cont’d
Affinity Diagram How to improve CTO processes?
Understand customer
requirements
Understand customer
requirements
Consult customer
Interpret customers requirements in
correctly in design and specs
Provide operational definition of output
Identify customers
TrainingTraining
Know quality improvement tools
Investigate other continuous
improvements efforts
Establish controls
Establish controls
Establish measurement
system
Develop an effective corrective action
system
Determine process capability
Define process
Management commitment
Management commitment
Involve middle and top management in steering committee
Create a real steering committee
with real power
Provide clear program goals
Establish consistent reward system
Improve communications
in all areas
Improve communications
in all areas
Grant access to information
Involve employees
Break down barriers between teams
Status updates
Allow time for middle manager to participate
Provide middle manager with all
necessary resources
Customer Satisfaction Improvement Plan
IMPROVE CUSTOMER
SATISFACTION
Improve product quality
Make prices more
competitive
Improve customer support
Increase quality control testing
Invest in integrated CTO testing on
supplier site
Invest in ensuring higher HW&SW
qualityEliminate Waste
Work with suppliers to increase volume
and lower prices
Require results- oriented training
Increase level of experience required
for professional services
Improve Shipping Tracking System
Reduce Delays in Supply Chain
CTQ TreeVoice of the Customer
Process Flow (Block Diagrams)
PCBA 5DX ICT FVT ESSBoxbuild
TestShip to NetApp
Shelf Assembly Functional TestShelf Integration
TestShip to NetApp
Supplier JBOD Build (Shelf) Process
Supplier Boxbuild (Filer Head) Process
NetApp MFG System Build Process
DiagnosticMulti-Client
Hammer TestDownload
and LicensingFinal
AssemblyFinal QA
Ship toCustomer
CTOAssembly
Value Stream Map
Final Assembly
Final QACTO
AssemblyInbound
InventoryCTO
TestingShipping
Daily Production Management
SupplierProduction Operations
Customer
Total space: 50,000 sqf.Time to store: 60 mins.Cycle time:42 hrs.Time to move to process:20 mins
Setup Time:20 min.Cycle Time: 18 mins.Operation Time:6 hrs.Available Time:8 hrs.
Setup Time:30 min.Cycle Time: 5 hrs.Operation Time:8 hrs.Available Time:10 hrs.
Setup Time:20 min.Cycle Time: 18 mins.Operation Time:6 hrs.Available Time:8 hrs.
Setup Time:5 min.Cycle Time: 15 min.Operation Time:8 hrs.Available Time:8 hrs.
Trucking loading and shipping:40 mins
Daily customer order
Daily orders of products&
Weekly orders of parts
Daily order processing
Daily shippingSeven days lead time
Run Chart - NetApp CTO FailuresFailure Run Chart for All Reports on [ FAS3020, FAS3050 ] @ Sunnyvale
Time Period - 01/03/2006 to 04/30/2006
Sl. Legend
00 All Reports on Sunnyvale/FAS3020
01 All Reports on Sunnyvale/FAS3050
Pareto Chart of Current Issues
Pareto Chart
0
50
100
150
200
250
300
350
400
CTO TestingFailures
CTO AssemblyDefects
Supplier PartsDefects
Final AssemblyFailures
Final QAFailures
Problem Category
Fre
qu
ency
/mo
nth
0.00%
20.00%
40.00%
60.00%
80.00%
100.00%
120.00%
Frequency/month
Percent (%)
Fishbone Diagram
Environment
Machinery/Equipment
People
Methods
Materials
Location of testing facilities
Far away from CTO assembly loction
Not enough floor space
Production floor on old building
Want to preventcontamination
Test facilities layout
Congested and confused
Not enough floor space
Poor process flow / planning
Lack of experience
Can’t match skill sets and assignments
Wide variation of experience
Lack ofTraining
On-the-jobtraining
Careless
Attitude
Lack of attention Defective parts
Bad quality
Installed wrongparts
Supplier quality notmeeting requirement
CTO assemblymakes mistakes
Not followingBOM correctly
Availability of materialsIneffective Kanban system
High CTO TestingFailures
Lack of test fixture
Difficult to build
Too many possible configuration
Customer Demand
Not used
Need more training
Function not usefulNot enough test equipments
No more space to fitmore test stations
Assembly testing difficulty
Complex productdesign and config.
Wide range of products
Poor handling of large order
Wide product variety
Wide range of product family from different suppliers
Too many part numbers
Too complicated to follow
Work Instructions are not clear
Inadequate SOP and Control Chart
Root Causes of the problem
Complex System Setup Complexity Leads to High Work Errors Difficult to Staff Highly Skilled Testers Hardware Testing Not Core Competency
of the Company
Proposed Solutions
Integrate Testing Process with Suppliers
Integrate System Configuration Process with Suppliers
Eliminate Redundant Testing Develop Standard Work Flow for
Suppliers
PDCA
PLAN A plan is developed to improve a process.
DO The plan is tested in a small field test.
CHECK The results of the test are assessed.
ACT If successful, the plan is implemented.
Plan – System Design Consideration Hierarchy
System Value
• Research and Development Cost• Production Investment Cost• Operation/Utilization Cost• Maintenance and Support Cost• Retirement and Disposal Cost
First-OrderConsideration
Economic Factors Technical Factors
RevenuesLife Cycle
CostSystem Effectiveness
• Research Cost• Design Cost• Data Cost• Contractor Cost• Manufacturing Cost• Test and Evaluation Cost• Operating Cost• Maintenance Cost• Recycle Cost
• Performance• Operation Availability• Dependability• Producibility• Supportability• Disposability• Others
• Size, weight, and shape• Speed of performance• Reliability• Maintainability• Ergonomics• Safety• Flexibility (Adaptability)• Pollutability• Others
• Accessibility• Aesthetics• Control and Displays• Energy Consumption• Facilities
• Handling• Interchangeability• Inventory Levels• Labeling• Logistics Pipeline
• Mounting• Packaging• Personnel Skills• Security• Serviceability
• Shelf Life/Storage• Testability/Diagnosis• Transportability• Utilities• Other
Second-OrderConsiderations
Third-OrderConsiderations
Fourth-OrderConsiderations
Fifth-OrderConsiderations
Plan - Cost Breakdown Structure
System Planning (CRP)
Research and Development Costs (CA)
System Management (CRM)
Product Research (CRR)
Engineering Design (CRE)
Logistic Support (CRL)
Design Documentation (CRD)
System/Product Software (CRS)
• System Engineering• Electrical Engineering• Mechanical Engineering• Other Engineering
System Test and Evaluation (CRT)
• Plant Engineering• Manufacturing Engineering• Methods Engineering• Production Control
Production Management (CPM)
Production/ConstructionCost (CP)
Industrial Engineering and Operations Analysis (CPE)
Manufacturing (CPPL)
Computer Resources (CPR)
Construction (CPC)
Logistics Support (CPL)
Supplier Management (CPS)
Quality Control (CPQ)
System Management (COM)
Product Distribution (COD)
System Installation (COI)
Operating Personnel (COP)
Operating Facilities (COF)
Property/real Estate (COR)
System Operational Cost (CO)
Utilities/Energy (COU)
Operational Data (COD)
Maintenance Management (CMM)
Maintenance Personnel (CMP)
Spare/Repair Parts and Inventory Control (CMS)
Test and Support Equipment (CMT)
Maintenance Facilities (CMF)
Operator and Maintenance Training/Training Equipment (CMO)
Maintenance and Support Cost (CM)
Maintenance Data (CMD)
Transportation and Handling (CMH)
System Management (CDM)
System/Product Retirement (CDT)
Disposal of Non-repairable condemned Items (CDM)
Retirement and Disposal Cost (CD)
System Modifications (CMC)
Documentation (CDD)
Total System Cost (C)
Plan - Value/Cost in System Life CycleConceptual Design
Feasibility study, system operational requirements, maintenance concept, advance system/product planning
Identification of design-to-cost (DTC) and life cycle cost (LCC) quantitative figures-of-merit - targets/goals
Preliminary System Design
Detail Design and Development
System functional analysis, allocation of requirements, trade-off studies and optimization, synthesis, design review, prototype development, system test and evaluation
Allocation of cost targets/goals, life cycle cost analysis, modeling, cost estimation, development of profiles, identification of high-cost contributors, sensitivity analysis, risk analysis, system modification for improvement
Production and/or Construction
Manufacturing, production, assembly, and test of system components and elements of the support capability
Life cycle cost analysis, modeling, identification of high-cost contributors, system modifications for improvement (reduction in life cycle cost)
System Utilization andLife Cycle Support
System operational use and sustaining life cycle maintenance and support
Life cycle cost analysis, modeling, identification of high-cost contributors, system modifications for improvement (reduction in life cycle cost)
1 2
3 4
Do - New Process Flow
IncomingInspection
Config.
Sub-Assembly
FinalAssembly
FunctionalTest
NetAppSystem
Test
Hi-PotSafety Gnd
Re-Config.Final
InspectionShip toNetApp
Integrated Supplier Process
NetApp Quick Ship Process
Quick ShipTest
Final QAShip to
CustomerFinal
Assembly
ORT
Check - Change Control Process
Disposal of Residue
Change Control Board *
Engineering Change
Proposal
Engineering Change
Proposal
Design and Development
Evaluation of Change Impact• Affects on performance, effectiveness, life-
cycle cost, etc.• Proposed incorporation date, serial numbers
affected, retrofit requirements, etc.• Resources required to implement the change• Cost of implementing the change
System Returned to Production or
Operational Status
Production or Construction
Operational Use Sustaining Support
Engineering Change
Proposal
IsChange
Feasible?Development of a
Change Implementation Plan
Development of Modification Kits and
Installation Procedures
Revision ofSupporting documentation/Data
Incorporation ofApproved Change
No Further Action Required
Adequacyof the Change
Verified?
Redesign Required
Yes
No
Yes
No
Act - Corrective Action Loop
Data Collection (Raw Data)
Data Analysis
Re-Evaluation Of Corrective Action Taken
WasCorrective
ActionTaken?
Initiate Planning forCorrective Action
AnyProblemHistory?
Yes
No
No
Yes
System/Equipment
Test Activities
System/EquipmentOperations
Field Operations
Data Retrieval, Formatting,Sorting and Processing • Evaluation of System
Performance• Evaluation of Effectiveness• Evaluation of Logistic Support
Capability• Evaluation of Other System
Aspects
Analytical Models
Data Base• Data Storage• Data Retrieval
Special Data Requests• Assessment of
Existing System• Design and
Development of New System/Equip
Data Directly Applicable to New
System Design and Development
Problem Identification
EvaluationOf Problem
IsCorrective
ActionRequired?
No Develop Material and Data for System
Modification
IncorporateSystem
Modification