Escolar Documentos
Profissional Documentos
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Don Carlson
Technology & Operations
Enterprise Solutions
Agenda
Metric
Benchmark
Vision
Philosophy
Method
Tool
Symbol
Goal
Value
Science
Six Sigma
If we cant measure
it, we really dont
know much about it.
Art
If we dont know
much about it, we
cant control it.
Magic
Focus
Focus on
on the
the Customer!
Customer!
Whats Important
to the Customer (CTQ)
Reduce
Center
Defects (DPMO)
Around Target
(Mean)
Reduce
Variation
(Standard Deviation)
GE Company Proprietary
November 1998
Process Philosophy
Defects
Defectsper
per
Million
Million
opportunities
opportunities
308,537
66,807
4
5
6
6,210
233
3.4
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Process
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Capability
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LSL
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USL
Acceptable
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The Strategy
USL
LSL
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ADMIN.
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PURCH.
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QA
Marketing
MFG.
MAINT.
Agenda
Strategic
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From
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Action
Hoshin Plan
Hoshin Strategy
1.1 Provide a world-class customer/client experience through easy
access and efficient, error-free service
2nd Draft
Bank of America
Ken Lewis, Chairman and CEO
Breakthrough Strategies
C. Goslee / B. De soer
1.4 Develop and deliver inn ovati ve new produ cts and
solutions which make f ina ncial services work in ways it
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Date:
Date:
Date:
Two Approaches
Change Integration
Ownership & Commitment
DFSS
Measure
Measure
Development (New)
Analyze
Analyze
Improve
Improve
Project Management
Two approaches to reaching the Six Sigma goal:
- Improving existing products and processes
- Developing new products and processes
Different tools and steps, but focus and flow is the same
AACommon
Common Tollgate
TollgateApproach
Approach
Control
Control
Education
Champions
Master
Black
Belt
Black Belts
Green Belts
Team Members
Quality Fundamentals/ Kaizen Now
Deployment
Champions
Fundamentals of Leadership
Executive Commitment
The Bank of America executive officer team are all
certified Green Belts
Bank of America Executive Officer team
Ken Lewis certified Green Belt
Jim Hance certified Green Belt
Amy Brinkley certified Green Belt
Ed Brown certified Green Belt
Rich DeMartini certified Green Belt
Barbara Desoer certified Green Belt
Gene Taylor certified Green Belt
Results
Sustaining the intensity of our Six Sigma work is critical for Bank of
America to achieve its strategic goals. Six Sigma has enabled us
Questions?