Six Sigma: A Complete Step-by-Step Guide: A Complete Training & Reference Guide for White Belts, Yellow Belts, Green Belts, and Black Belts

TABLE OF CONTENTS
UNIT 1:
INTRODUCTION TO SIX SIGMA
	CHAPTER 1:
	WHAT IS SIX SIGMA?
		Data Driven Processes and Decisions
			Decision Making Without Six Sigma
			Decision Making With Six Sigma
		Defining 6
			Real World Examples
			Calculating Sigma Level
			Sigma Level Is Not a Final Indicator
		Common Six Sigma Principles
			Customer-Focused Improvement
			Continuous Process Improvement
			Variation
			Removing Waste
			Equipping People
			Controlling the Process
		Challenges of Six Sigma
			Lack of Support
			Lack of Resources or Knowledge
			Poor Project Execution
			Data Access Issues
			Concerns about Using Six Sigma in a Specific Industry
	CHAPTER 2:
	SIX SIGMA HISTORY AND APPLICATION
		The Development of Statistical Process Control
		Continuous Process Improvement: Toyota and Lean
		Motorola’s Focus on Defects
		ABB, Allied Signal, and General Electric
		Continued Growth of Six Sigma
		Applying Six Sigma Knowledge
			The Levels of Six Sigma Certification
				White Belt
				Yellow Belt
				Green Belt
				Black Belt
				Master Black Belt
				Certification Exams
	CHAPTER 3:
	OTHER PROCESS IMPROVEMENT AND QUALITY METHODS
		Other Formal Quality or Process Improvement Programs
			Lean Process Management
			Total Quality Management
			Business Process Reengineering
			Rummler-Brache
			Scrum
			The Customer Experience Management Method (CEM)
			JumpStart
		When to Use Six Sigma
			When facing the unknown
			When problems are widespread and not defined
			When solving complex problems
			When costs are closely tied to processes
	CHAPTER 4:
	LEAN CONCEPTS
		The Seven Muda
			Overproduction
			Correction
			Inventory
			Motion
			Conveyance
			Over-processing
			Waiting
		Other Forms of Waste
			Talent
			Ideas
			Capital/Cash
		Two Types of Muda
			Type I Muda
			Type II Muda
		5S
			Phase I: Sort
			Phase 2: Straighten
			Phase 3: Shine
			Phase 4: Standardize
			Phase 5: Sustain
		Just-in-Time Manufacturing
			Lean Concepts Crop Up in Many Improvement Methodologies
	CHAPTER 5:
	BASIC SIX SIGMA CONCEPTS
		Standard Deviation
			Calculating Standard Deviation for Population Data
			Calculating Standard Deviation with Sample Data
			Standard Deviation in Excel
			Why Calculate Standard Deviation?
		The Pareto Principle
			Creating a Basic Pareto Chart in Excel
			Use of Pareto Charts
		Voice of the Customer
			Building a VOC Campaign
				General Feedback
				Specific Feedback
			Selecting the Right VOC Tools
			The Likert Scale
		Basic Metrics
			Defects per Million Opportunities
			Defects per Unit
			First Time Yield (FTY)
			Rolled Throughput Yield (RTY)
	CHAPTER 6:
	APPROACHING THE PROBLEM
		Problem Functions: y = f(x)
		The 5 Whys
			When to Use 5 Whys
			Conducting a 5 Whys Session
		Creating a Problem Statement
			Example of a Strong Problem Statement
			Example of a Weak Problem Statement
			Writing Your Own Problem Statement
				Problem Statement 1
				Problem Statement 2
			Problem Statements Lead to Objective Statements/Goals
				Scope and Scope Creep
UNIT 2:
PROJECTS AND PROCESSES
	Chapter 7:
	What is a Process?
		What is a Process?
			Four Layers of the Process Definition
				The Steps
				Processing Time
				Interdependencies
				Resources and Assignment
		Major Process Components
			Inputs
			Outputs
			Events
			Tasks
			Decisions
			All Components Are Related
		Process Owners
			What does a process owner do?
		Data
		Defining Process Components: The SIPOC
			Benefits of a SIPOC Diagram
			Creating a SIPOC Diagram
				Step 1: Create Swim Lanes
				Step 2: Set Boundaries and Name Your Process
				Step 3: Complete Swim Lanes
				Name Outputs and Customers
				Name Inputs and Suppliers
				Step 4: Validate the Information
		Tips for a SIPOC Brainstorming Session
		Sample SIPOC Diagrams
			Business-Level SIPOC Diagram
			SIPOC of an Automated Process
			SIPOC with Enablers Noted
			Create Your Own SIPOC Diagram
	CHAPTER 8:
	QUALITY
		Critical to Quality Characteristics
			A Pair of Pants
			Chocolate Bars
			Mobile App Development
			Why Identify CTQs?
			Using a CTQ Tree to Convert Customer Needs to Quality Metrics
				Identify Critical-to-Customer Needs
				Identify Drivers of Quality
				List Requirements for Each Driver
		The CoQ and the CoPQ
			The Cost of Poor Quality
				External Failures
				Internal Failures
			Calculating the Cost of Poor Quality
			The Cost of Quality
				Prevention Costs
				Appraisal Costs
			Calculating the Cost of Quality
			The Cost of Quality and Six Sigma
			Managing Cost of Quality
				Identifying Prevention and Appraisal Activities
		Quality is Critical to Success
	CHAPTER 9:
	SELECTING THE RIGHT PROJECTS
		Juggling the Right Amount of Projects
		Enterprise-Level Selection Process
			The Project Viability Model
			Project Selection at a Process Level
		See for Yourself
	CHAPTER 10:
	BASIC SIX SIGMA TEAM MANAGEMENT
		Building a Six Sigma Team
			Three Types of Team Members
			Tips for Selecting Team Members
			Team Member Roles
				Sponsors and Champions
				Business or Process Owners
				Six Sigma Leaders
				Project Managers
				Timekeeper
				Scribes or Minute-Takers
				Team Members
		Timelines, Scheduling, and Milestones
			Phase-Based Timeline
			Critical Path Method
				Creating a Critical Path Diagram
			Milestone Meetings
		Budgets
			Defined Measures of Success
	CHAPTER 11:
	INTRODUCTION TO DMAIC AND DMADV
		DMAIC versus DMADV
			Phase 1: Define
			Phase 2: Measure
			Phase 3: Analyze
			Phase 4: Improve or Design
			Phase 5: Control or Verify
			Which Methodology Would You Use?
		Define
			Tips for Positive Movement in the Define Stage
		Measure
			Tips for an Effective Measure Phase
		Analyze
			Tips for a Strong Analyze Phase
		Improve
			Tips for Staying Strong Nearing the End of a DMAIC Project
		Control
			Ending on a Positive Note
		Design
			Tips for a Successful Design Phase
		Verify
			Closing a DMADV Project
		Breaking up the Elephant
UNIT 3:
ADVANCED DMAIC
	CHAPTER 12:
	DEFINE
		Creating a Project Charter
			Benefits of an Organizational Team Charter Template
			Details for Charter Elements
				Business Case
				Project Scope
				List the Stakeholders
				Team Member Roles
				Milestones
				Measurement of Success
				Expected Financial Benefits
			Review the Charter with Success in Mind
		Project Ground Rules
		Define Toolset
			Stakeholder Analysis
			In and Out of the Box Method
			Is/Is Not Matrix
		Define Tollgate Checklist
	CHAPTER 13:
	MEASURE
		Failure Modes and Effect Analysis
		Collecting Data
			Continuous versus discrete data
				Discrete Data
				Continuous Data
				Choosing Between Discrete and Continuous Data
			Levels of Data
				Nominal Data
				Ordinal Data
				Interval Data
				Ratio Data
			Choosing the Best Measurement Systems
				Creating Accuracy
				Addressing Resolution
				Adjusting for Errors of Linearity
				Stability
			Gage  R&R
				Attribute Gage R&R
				Variable Gage R&R
			Collecting Data Samples
				Simple Random Sampling
				Stratified Sampling
				Sequential Sampling
				Samples that Aren’t Random
			Delivering a Baseline Metric
				Run Charts
				Create Basic Run Charts in Excel
		Measure Tollgate Checklist
CHAPTER 14:
ANALYZE
	Root Cause Analysis
		The Cause and Effect, or Fishbone Diagram
			Cause and Effect Brainstorm Example
		Root Cause Verification Matrix
	Graphical Analysis
		Pareto Chart
		Box Plots
	Statistical Analysis
		Hypothesis Testing
		Correlation and Regression Analysis
		Design of Experiments
	Analyze Tollgate Checklist
	CHAPTER 15:
	IMPROVE
		Solutions Selection Matrix
		Cost Benefit Analysis
			Payback, or Pay Off, Analysis
			Net Present Value
		Piloting a Solution
			Analyze Pilot and Test Results
		Planning Implementation
			Documentation
			Training
			Transition
		Improve Tollgate Checklist
	CHAPTER 16:
	CONTROL
		Revise FMEA
		Create a Control Plan
		Visual Management
		SPC Charts
			Statistical Process Control Tests: Control Charts
			Control Versus Capability
				Sigma Level
				Process Capability
		Team Celebration and Reflection
		Control Tollgate Checklist
UNIT 4:
BEGINNER STATISTICS
	CHAPTER 17:
	INTERMEDIATE GRAPHICAL ANALYSIS
		Additional Graphical Analysis Tools
			Bar Charts
				Create a Bar Chart in Excel
				Column versus Bar
				3-D Bar and Column Charts
				Stacked Bar Charts
				Create a Stacked Bar Chart
			Pie Charts
				Create a Pie Chart in Excel
			X Y Scatter Diagrams
				Create a Scatter Diagram in Excel
		Creating an X-Bar Control Chart without Statistical Software
		Adding Free Data Analysis Tools to Excel
	CHAPTER 18:
	NORMAL PROBABILITY DISTRIBUTIONS
		Descriptive statistics
		Inferential statistics
		Probability distributions
			Basic Probability Practice
			Applying Basic Probability Concepts to Six Sigma Analysis
			Histograms
		Creating a Histogram in Excel
		Normal Distributions
			Normality Testing in Excel: Chi-Squared Goodness-of-Fit Test
				Set up the hypothesis.
				The Expected Bins
		Normal Probabilities
	CHAPTER 19:
	CORRELATION AND REGRESSION
		Correlation
			The Correlation Coefficient
			Calculating Correlation Coefficient in Excel: Two Methods
				CORREL Formula
				Data Analysis ToolPak
		Linear Regression Analysis
			Analyzing Regression Using the Data Analysis ToolPak
				Creating the Regression Worksheet
				Regression test with low correlation
		Using Correlation and Regression in Six Sigma
			Continuous and ratio data
			Why use correlation and regression?
UNIT 5: INTERMEDIATE STATISTICS
	CHAPTER 20:
	NON-NORMAL PROBABILITY DISTRIBUTIONS
		Reviewing Normal Probability Distributions
			Anatomy of a Normal Curve
		Non-Normal Continuous Distributions
			Exponential Distribution
			Lognormal Distribution
			Weibull Distribution
			Other Types of Continuous Distributions
				Cauchy Distribution
				Logistic Distribution
				Laplace Distribution
				Uniform Distribution
				Beta Distribution
				Gamma
				Triangular Distribution
		Non-Normal Discrete Distributions
			Binomial Distribution
			Poisson Distribution
			Other Types of Discrete Distributions
				Geometric Distribution
				Negative Binomial
		Applying Data to Real-World Situations
	CHAPTER 21:
	HYPOTHESIS TESTING
		Hypothesis Test Basics
			Null Versus Alternative
			The Risk of Hypothesis Testing Error
		Selecting the Right Hypothesis Test
			Hypothesis Tests for Discrete Data
				1-Proportion Test
				2 Proportion Test
			Hypothesis Tests for Continuous Normal Data
				1-Sample T Test (or Paired T Test)
				Chi Square Test (or 1-Variance Test)
				2-Sample T Test
			Hypothesis Tests for Continuous Non-Normal Data
				Chi-Square Test
				One Sample Wilcox
				Mann-Whitney Test
		Why Run Hypothesis Tests?
		Running Hypothesis Tests
			Hypothesis Test Examples
				1-Proportion Test
				Test and CI for One Proportion
				1-Sample T Test
				One-Sample T
				2-Sample T Test
				Two-Sample T-Test and CI: A, B
				One Sample Wilcox
				Wilcoxon Signed Rank Test: Bedrooms
			Hypothesis Testing in Analyze, Improve, and Control
			A Review of Hypothesis Testing Terms
	CHAPTER 22:
	SAMPLE SIZE
		A Review of Hypothesis Testing Errors
			Type I Error
			Type II Error
		What Information is Required for Choosing Sample Size?
			Questions to Ask About Alpha, Beta, and Delta Values
			Guidelines for Setting Various Numbers When Calculating Sample Size
				When Testing Means for Continuous Data
				When Testing Variance for Continuous Data
				When Testing Proportions for Discrete/Binomial Data
		Sample Size Calculations: Choosing the Right Method
		Running and Analyzing Sample Size Tests in Minitab
			Power and Sample Size
			Sample Calculations for a 1-Sample T Test
				Power and Sample Size
				Backing into target power
				Power and Sample Size
			Sample Calculations for a 1-Sample Proportion Test
				Power and Sample Size
			Sample Size Calculations for a 2-Sample T Test
				Power and Sample Size
				Power and Sample Size
			A Reminder Regarding Random Samples
	CHAPTER 23:
	ADVANCED CONTROL CHARTS
		Common Control Chart Types and When to Use Them
			X-bar & R Chart
			X-bar & S Chart
			I-MR Chart
			P-Chart
			NP-Chart
			U-Chart
			C-Chart
		Creating and Reading Control Charts in Minitab
			X-Bar & R Charts or X-Bar & S Charts
				Test Results for R Chart of Calls On Hold
			I & MR Chart
				I-MR Chart of Sales closed daily
				Test Results for MR Chart of Sales closed daily
			P-Chart
				Test Results for P Chart of Defects
			Practice Interpreting Control Charts
				Help Desk Ticket Process
				Test Results for I Chart of Tickets Left Unresolved
				Two-Sample T-Test and CI: Incoming Tickets, Complete Tickets
				Yarn Skeins
				Test Results for C Chart of Defects Found
				Call-Center Compliance
			Common Cause versus Special Cause Variation
			Additional Minitab Control Charts
				The I & MR Chart (Within/Between)
				Exponentially Weighted Moving Average
				Cumulative Sum
	CHAPTER 24:
	APPLYING STATISTICS TO BUSINESS APPLICATIONS THROUGH SIX SIGMA
		Common Challenges When Presenting Statistical Analysis
		Why Include Some Statistics?
		Tips for Creating Business-Friendly Presentations
			Understand the Target Audience
				Two-Sample T-Test and CI: C1, C2
			Tell a Story with Text and Images
			Be Clear and Concise
			Don’t Misuse Your Tools
			Don’t Let the Presentation Drive the Project
UNIT 6:
ADVANCED CONTROL
	CHAPTER 25:
	INTRODUCTION TO MINITAB
		Overview of the Minitab Interface
		Overview of the Minitab Menu
		The Calc Menu Option
			Random Data
			Column and Row Statistics
			Probability Distributions
			Calculating Multiple Probabilities at Once
			Remember to Work with the Right Probability Distribution
	CHAPTER 26:
	GRAPHS AND QUALITY TOOLS IN MINITAB
		The Graph Menu Option
			Scatter Plot
			Histogram
			Dotplot
			Boxplot
			Interval Plot
			Bar Chart
			Pie Chart
		The Stat Menu: Quality Tools
			Run Chart
			Pareto Chart
		Gage Studies
	CHAPTER 27:
	THE STAT MENU IN MINITAB
		Basic Statistics
			Run and Store Descriptive Statistics
				Descriptive Statistics: Temperature A
			Regression Analysis
		Statistical Tests
			Running Hypothesis Tests
			Hypothesis Test Steps Are Similar for all Types of Tests
UNIT 7:
EXPERIMENTS
	CHAPTER 28:
	ANALYSIS OF VARIANCE (1-WAY ANOVA)
		Preparing for a 1-Way ANOVA
		Running a 1-Way ANOVA
			Validate Assumptions:
			Run the 1-Way ANOVA Test
			What if Variances Aren’t Equal?
			The Hypothesis Test Assistance in Minitab
	CHAPTER 29:
	DESIGN OF EXPERIMENTS
		When Analysis Can Occur on Existing Data
		Why Run an Experiment?
		Best-Guess Trial-and-Error versus Factorial Experiments
		What is Factorial Experimentation?
		Step-by-Step Guide for Creating a Designed Experiment
		Step-by-Step Guide to Running a 2k Factorial Experiment in Minitab
		Next Steps
	CHAPTER 30:
	INTERACTIONS, MULTI-LEVEL FACTORIALS, AND CREATING EXPERIMENTS
		The Importance of Understanding Interactions
			Understanding the Main Effect
			Understanding Interaction Plots
		2k Factorials Versus Multi-Level Factorials
		Tips for Creating Successful Designed Experiments
			Take Time to Think About the Y, or Response, of Your Experiment
			Plan Ahead, and Keep Excellent Documents
			Account for Confidence Levels
			Use Multiple Analysis and Experiments Together
UNIT 8: MINITAB
	CHAPTER 31:
	BRAINSTORMING AND PROCESS IMPROVEMENT TOOLS
		Activity Network Diagram
		Affinity Diagram
		Interrelationship Diagram
		Force Field Analysis
		Responsibility Chart
		Nominal Group Technique
		Check Sheets
		SWOT Analysis
		Starburst Brainstorming
		Role-Play or Figuring Brainstorming
		Brainwriting
			The Pool Brainwriting Method
			The Card Brainwriting Method
		Brainstorming Alone
	CHAPTER 32:
	PROCESS MAPS
		Why Create Process Maps
		Two Types of Process Maps
		Process Map Symbols
			Where Do These Shapes Come From?
			Include a Key with Your Process Map
		Basic Flow Charts
		Creating a Swimlane Diagram
			Begin by Identifying the Swimlanes
			Create Step-by-Step List for Process Activities
		Tips for Creating Concise, Attractive Process Maps
	CHAPTER 33:
	VALUE STREAM MAPPING
		What is Value Stream Mapping?
			Evaluating the Seven Flows
		Value Stream Map Symbology
		Value Stream Mapping Tips
		Value Stream Mapping Steps
			Create a Value Stream Map Drawing
		What Do You Do with Value Stream Maps?
		Tips for Creating a Future-State Value Stream Map
UNIT 9:
SIX SIGMA IN PROFESSIONAL FIELDS
	CHAPTER 34:
	SIX SIGMA IN HEALTHCARE
		Benefits of Six Sigma in a Healthcare Environment
		Challenges of Implementing Six Sigma in a Healthcare Environment
		Six Sigma Healthcare Case Study: Virtua Health’s Cardiac Program
		Six Sigma Healthcare Case Study: Medical Transcription
		Tips for Using Six Sigma in Healthcare
	CHAPTER 35:
	SIX SIGMA IN FINANCE
		Benefits of Six Sigma in a Finance Environment
		Challenges of Implementing Six Sigma in a Finance Environment
		Six Sigma Finance Case Study: Citibank’s Approach
		Six Sigma Finance Case Study: Dot-com Deposits
		Tips for Using Six Sigma in Finance
	CHAPTER 36:
	SIX SIGMA IN HOSPITALITY
		Benefits of Six Sigma in a Hospitality Environment
		Challenges of Implementing Six Sigma in a Hospitality Environment
		Six Sigma Hospitality Case Study: The Starwood Hotels & Resorts Example
		Tips for Using Six Sigma in Hospitality
	CHAPTER 37:
	SIX SIGMA IN HUMAN RESOURCES
		Benefits of Six Sigma in a Human Resource Environment
		Challenges of Implementing Six Sigma in a Human Resource Environment
		Six Sigma Human Resources Case Study: Océ Business Service’s Payroll
		Tips for Using Six Sigma in Human Resources
	CHAPTER 38:
	SIX SIGMA IN INFORMATION TECHNOLOGY
		Benefits of Six Sigma in an Information Technology Environment
		Challenges of Implementing Six Sigma in an IT Environment
		Six Sigma IT Case Study: Cellphone Provider Web Service
		Six Sigma IT Case Study: IT Components of Control
		Tips for Using Six Sigma in IT
	CHAPTER 39:
	SIX SIGMA IN ENGINEERING
		Benefits of Six Sigma in an Engineering Environment
		Challenges of Implementing Six Sigma in an Engineering Environment
		Six Sigma Engineering Case Study: IE in the Automotive Industry
		Six Sigma Engineering Case Study: Consistent CAD and PLM Solutions
		Tips for Using Six Sigma in Engineering
UNIT 10:
SIX SIGMA IN CUSTOMER-FACING FIELDS
	CHAPTER 40:
	SIX SIGMA IN FIELD SERVICE
		Benefits of Six Sigma in a Field Service Environment
		Challenges of Implementing Six Sigma in Field Service Environments
		Six Sigma Field Service Case Study: Automated Routes
		Tips for Using Six Sigma in Field Service Environments
	CHAPTER 41:
	SIX SIGMA IN MARKETING AND SALES
		Benefits of Six Sigma in Marketing and Sales
		Challenges of Implementing Six Sigma in Marketing and Sales
		Six Sigma Marketing and Sales Case Studies
		Tips for Using Six Sigma in Marketing and Sales
	CHAPTER 42:
	SIX SIGMA IN CUSTOMER SERVICE
		Benefits of Six Sigma in Customer Service
		Challenges of Implementing Six Sigma in Customer Service
		Six Sigma Customer Service Case Study: Financial Services Help Desk
		Tips for Using Six Sigma in Customer Service
	CHAPTER 43:
	SIX SIGMA IN CALL CENTERS
		Benefits of Six Sigma in Call Centers
		Challenges of Implementing Six Sigma in Call Centers
		Six Sigma Call Center Case Study: The SLA-Troubled Call Center
		Tips for Using Six Sigma in Call Centers
	CHAPTER 44:
	SIX SIGMA IN THE RETAIL INDUSTRY
	CHAPTER 45:
	SIX SIGMA IN ECOMMERCE
UNIT 11:
SIX SIGMA IN NON CUSTOMER-FACING FIELDS
	CHAPTER 46:
	SIX SIGMA IN WAREHOUSE
	CHAPTER 47:
	SIX SIGMA IN DISTRIBUTION
	CHAPTER 48:
	SIX SIGMA IN MANUFACTURING
	CHAPTER 49:
	SIX SIGMA IN FOOD SERVICE
	CHAPTER 50:
	SIX SIGMA IN CONSTRUCTION
	CHAPTER 51:
	SIX SIGMA IN MILITARY/DEFENSE
	CHAPTER 52:
	SIX SIGMA IN GOVERNMENT
INDEX