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SIX : IMPROVE THEQUALITY OF YOURDAY

Suhana Basiam

Counseling Psychology Unit

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Familiar With These?

unneeded stock or supplies

penang medical supply new.htm

unnecessary tests

filling out extra paperwork

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delays in diagnosis and treatment

dissatisfied patients

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WHAT?

is Greek

Six is an approach to Quality

Result-driven

Customer-focused

Project-focused

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BRIEF Hx

Originated in 1986 by

- A statisticallybased method to reduce variation in

electronic manufacturing processes Heavily inspired by

-Previous quality improvement methodologies

-Quality Control Management, CQI, TQM

Based on the work of quality pioneers-W. Edwards Deming, Kaoru Ishikawa, Genichi

Taguchi and others

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WHY?

The idea = the variation within a process = defects = sigma level

SIGMA LEVEL DEFECTS PER MILLION

2 308,537

3 66,807

4 6,210

5 233

6 3.4

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Why go for 6 sigma performance level?

Example 99% Good

(3.8 Sigma)

99.99966% Good

(6 Sigma)

Unsafe drinking water per day 14.4 minutes 0.3 seconds

Electricity powerfailure permonth (30 days)

7.2 hours 8.8 seconds

Losses per $1,000,000 worth ofbusiness

$10 000 $3.40

Man days lost per 10,000employees

100 man days 480 minutes

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WHY?

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EXAMPLE: WAITING TIME

Goal = less than 10 mins

MeanWard X = 9.4

MeanWard Y = 9.4

So are they patients equally satisfied?

CLINIC

X

CLINIC

Y20 9

5 11

17 8

5 10

15 10

5 9

5 11

5 10

5 8

12 8

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Variation = Opportunity for Errors

CLINIX CLINIC Y

Average 9.4 9.4

Minimum 5 8

Maximum 20 11

Median 5 9.5

Standard Deviation 6.0 1.17

Patients feel the variations,not the average

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EXAMPLE OF SIX SIGMA INACTION

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HOW?

Recognizethe problemexists

Form QualityImprovement

Teams

Define theProblem

DevelopPerformanceMeasures

Analyzeproblem/process

DetermineRoot Cause

Select andImplementSolution

EvaluateSolution

EnsurePermanence

ContinuousImprovement

PDCA

Define

Measure

Analyze

Improve

Control

Six Sigma

Recognizethe problemexists

Form QualityImprovement

Teams

Define theProblem

DevelopPerformanceMeasures

Analyzeproblem/process

DetermineRoot Cause

Select andImplementSolution

EvaluateSolution

EnsurePermanence

ContinuousImprovement

PDCA

Define

Measure

Analyze

Improve

Control

Six Sigma

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SIX SIGMA MODEL : DMAIC

DEFINE

CHARTERPROJECTHIGH LEVELPROCESS MAPCOLLECT VOCIDENTIFYCUSTOMER CTQ

REVIEWHISTORICALDATA

MEASURE ANALYZE IMPROVE CONTROL

SELECT KEYCTQDEVELOP DATACOLLECTIONPLANDEFINEPERFORMANCE

STANDARDSVALIDATEMEASUREMENTSYSTEM

ESTABLISHCURRENTCAPABILITYIDENTIFY KEYSOURCES OFVARIABILITYDEFINE

OBJECTIVE

OPTIMIZATIONVALIDATIONIMPLEMENT

DETERMINECAPABILITY OFNEW PROCESSIMPLEMENTPROCESSCONTROLENSURE GAINS

ARE SUSTAINED

CTQ= Critical to QualityVOC= Voice of

Customers

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HOW?

By applying Six Sigma tools to reduce variation such as :

CTQ tree (Critical to Quality)

VOC (Voice of Customers) Project Charter

DOE (Design of Experiment)

Hypothesis Testing

Control Plan

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WHO?

ExecutiveSponsors

Champions

MasterBlackBelt

GreenBelts

BlackBelts

Oversee ProjectsProvideLeadership

Full time

Project adminTeach Green Belts &Black Belts

Part time projectadminSmaller projects

Full timeSkilled insigma toolsTeach

Green Belts

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IDENTIFYING POSSIBLE SIXSIGMA PROJECTS

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IDENTIFYING POSSIBLE SIXSIGMA PROJECTS : STORAGE

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IDENTIFYING POSSIBLE SIX SIGMAPROJECTS : DOOR-TO-BALLOONPROCESS

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TIPS IN SELECTING SIX SIGMA PROJECT

Potential for big results

-usually for projects with returns or savings up to $250 000.

Stubborn problems-projects that have failed in previous efforts

Genuine process problems

- if the problem does genuinely trace back to process. Forexample, if the problem persists because of lack ofnecessary training but the process is already efficientthen six sigma is not necessary.

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WHAT TO EXPECT?

CULTURE CHANGE IS NOT EASY

- Resistance is to be expected and managed

- Top-down visible leadership

- Stay focused

CHALLENGING

- The right staff

- Limited time and resources

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SIGNS THAT SIX SIGMA IS INACTION

Data driven decisions and problem solving

High performing hospital processes

Focus on process, not people or departments

Acceptance of rapid change

Enthusiasm offinding better ways to do things

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SIGN THAT SIX SIGMA IS NOTIN ACTION

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Additional Info On Six Sigma

Lean Six Sigma hospital systems:

Virginia Mason Seattle, WA

ThedaCare Appleton, WI

Six Sigma in Malaysian Hospital (HUKM)www.statistics.gov.my/portal/images/.../V105_Article_Ha

naffi.pdf?..

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SIX SIGMA QUOTES

A bad system will defeat a good person every time.

Deming

Quick and Crude is better than Slow and Elegant John R. Black, William F. Christopher

If you do what you always did, you get what you

always got. Gerhard Plenert and Bill Kirchmier.

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THANK YOU