Understanding Demand and Failure Demand

Cause and Effect Analysis
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Sue Warner
Manager, United Kingdom

Understanding Demand and Failure Demand

I am an MSc student of Six Sigma for service. For my final project I am evaluating the benefits of DMAIC lean "systems thinking" in a call centre. This involves mapping waste at a high level, by understanding demand and failure demand (things we didnt get right first time for customers-calls we shouldnt be getting). The output will indicate problems (failure demand) arising from many processes within the organisation and I need to focus on the vital few.
I am wondering the most helpful steps to get from a particular problem, to the process(es) implicated and then some prioritisation, with a team who have no experience of improvement. I think that CEDAC (Editor: CEDAC stands for Cause and Effect Diagram with the Addition of Cards; it is a visual, team-oriented problem solving methodology developed by Dr. Ryuji Fukuda) diagrams based on a process view, rather than a 4Ms approach might help and SIPOC's (Editor: SIPOC stands for Suppliers Inputs Process Outputs Customers; it is a tool used by a team to identify all relevant elements of a process improvement project before work begins) might get the team thinking about process steps / inputs etc before we begin RCA.
I would welcome any feedback from other members of the forum in this type of situation...

  Rodolph Dandan
Business Consultant, Canada
 

CEDAC / 4M

I do agree on the CEDAC as you are working with beginners. It is more organized than Ishikawa, it helps them gather thei...

  Ian Ceazar Barias
China
 

SIPOC / Process Mapping

I also agree on using CEDAC and SIPOC to start the team brainstorm before RCA stage. These two tools do need collective ...

  Sue Warner
Manager, United Kingdom
 

Root Cause Analysis, Cedac, Sipoc

Thanks so much for your very helpful input. I entirely agree about the "go slow to go fast"-approach and bringing the te...

  Jim Malloy, United Kingdom
 

The Cards of CEDAC

It is the AC - addition of cards - bit of 'CEDAC' that I believe will be most valuable to the practical situation. This ...

  lindy
Student (University), Australia
 

Process Management Theories

Thank you for the highlights on DEMAIC, CEDAC and SIPOC. In my current research, I am exploring the links between some ...

  Jaap de Jonge
Editor, Netherlands
 

Process Management Theories

@Lindy: very interesting, please expand upon what links you found... And please explain what you mean by: 'My thoughts.....

 

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