Understanding Demand and Failure Demand

Cause and Effect Analysis
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Cause and Effect Analysis > Best Practices

Sue Warner, Manager, United Kingdom
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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  Rodolph Dandan, Business Consultant, Canada
 

CEDAC / 4M

I do agree on the CEDAC as you are working with be (...)

  Ian Ceazar Barias, China
 

SIPOC / Process Mapping

I also agree on using CEDAC and SIPOC to start the (...)

  Sue Warner, Manager, United Kingdom
 

Root Cause Analysis, Cedac, Sipoc

Thanks so much for your very helpful input. I enti (...)

  Jim Malloy
 

The Cards of CEDAC

It is the AC - addition of cards - bit of 'CEDAC' (...)

  lindy, Student (University), Australia
 

Process Management Theories

Thank you for the highlights on DEMAIC, CEDAC and (...)

  Jaap de Jonge, Editor, Netherlands
 

Process Management Theories

@: very interesting, please expand upon what links (...)

 
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Special Interest Group Leader

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