Understanding Demand and Failure Demand

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Cause and Effect Analysis > Best Practices > Understanding Demand and Failure Demand

Understanding Demand and Failure Demand
Sue Warner, Manager, United Kingdom, Member

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 use (...) Read more? Sign up for free

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CEDAC / 4M
Rodolph Dandan, Business Consultant, Canada, Member

(...)

 
SIPOC / Process Mapping
Ian Ceazar Barias, China, Member

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Root Cause Analysis, Cedac, Sipoc
Sue Warner, Manager, United Kingdom, Member

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The Cards of CEDAC
Jim Malloy

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Process Management Theories
lindy, Student (University), Australia, Member

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Process Management Theories
Jaap de Jonge, Editor, Netherlands

(...)

         
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