Understanding Demand and Failure Demand

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...

		Comments Sort by date Sort by rating Rating
		0 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

		0 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

		0 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

		0 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

		0 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

		0 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