Understanding Demand and Failure Demand


 
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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 Cu...Sign up
 

 
CEDAC / 4M
Rodolph Dandan, Business Consultant, Canada, Member
I do agree on the CEDAC as you are working with beginners. It is more organized than Ishikawa, it helps them gather their thoughts on providing input,...Sign up
 

 
SIPOC / Process Mapping
Ian Ceazar Barias, China, Member
I also agree on using CEDAC and SIPOC to start the team brainstorm before RCA stage. These two tools do need collective team effort to be more ...Sign up
 

 
Root Cause Analysis, Cedac, Sipoc
Sue Warner, Manager, United Kingdom, Member
Thanks so much for your very helpful input. I entirely agree about the "go slow to go fast"-approach and bringing the team along. You have conf...Sign up
 

 
The Cards of CEDAC
Jim Malloy
It is the AC - addition of cards - bit of 'CEDAC' that I believe will be most valuable to the practical situation. This worked well at my previous emp...Sign up
 

 
Process Management Theories
lindy, Student (University), Australia, Member
Thank you for the highlights on DEMAIC, CEDAC and SIPOC.
In my current research, I am exploring the links between some of the process management ...Sign up
 

 
Process Management Theories
Jaap de Jonge, CEO, Netherlands, Editor
@Lindy: very interesting, please expand upon what links you found... And please explain what you mean by: 'My though...Sign up
 

 
 


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