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...
 

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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 he... Sign up

 
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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... Sign up

 
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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... Sign up

 
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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 practi... Sign up

 
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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... Sign up

 
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Jaap de Jonge
Editor, Netherlands
 

Process Management Theories

@Lindy: very interesting, please expand upon what links you found... And please explain what you mea... Sign up

   

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