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Introduction
Chapter 1 Why Six Sigma? Process Improvement Basics
What Is a Process? Process Simulations
Exercise 1-1 Scrambled Letters (A Process Overview)
What Is a Product? Value Propositions
Exercise 1-2 Group Bid (Customer Value)
Exercise 1-3 Vacation Planning (Exploring Value Propositions)
What Is a Quality Product? Focusing on Customer Needs
Exercise 1-4 Customer Landscapes at Affordable Prices (Identifying the Process)
Why Is Each Product Slightly Different? Demonstrating Process Variation
Exercise 1-5 Eyedropper (Examining Process Variation)
Chapter 2 Who's on First? Roles and Organization
Team Roles
Exercise 2-1 Give-Get (Six Sigma Roles and Expectations)
Exercise 2-2 Lights, Camera, Action (Dealing with Difficult Situations)
Leadership
Exercise 2-3 Team Poker (Leadership and Decision Making)
Exercise 2-4 Historical Leaders (Urgency, Vision, and Message)
Facilitation and Mentoring
Exercise 2-5 Meeting Facilitation (Role Play)
Exercise 2-6 10 Things I Do for Fun (Team Icebreaker)
Chapter 3 What Is Our Quest? The Define Phase
What Hurts? Formulating Problem and Goal Statements
Exercise 3-1 Doctor, Doctor (Stating the Problem and Goal)
Why Do We Need to "Get Better"? Stating the Business Case for Change
Exercise 3-2 Precision Delivery Inc. (Stating the Business Case for Improvement)
Where Will We Improve? Project Scope
Exercise 3-3 Break It Down (Individual Process Map)
Exercise 3-4 World Hunger (Creating Scope Statements)
What Would Be Better? Translating Customer Needs
Exercise 3-5 Dream Car (Finding CTQ Measures)
Chapter 4 How Is the Current Process Performing? The Measure Phase
What Should We Measure? Asking Questions and Testing Theories
Exercise 4-1 Unscrambling the Federal Reserve (Collecting and Organizing Data)
Exercise 4-2 Who's Here? (Collecting and Displaying Data)
Do We Need to Measure Everything? Working with Samples
Exercise 4-3 Precision Delivery Inc. (Data Collection and Sampling)
Are We Speaking the Same Language? Operational Definitions
Exercise 4-4 Super-Fine Peanuts (Applying Operational Definitions)
Are the Measurements Reliable? Verifying Measurement Systems
Exercise 4-5 Object of the Game (Assessing the Measurement System)
How Good Is My Product? Measuring Process Sigma
Exercise 4-6 Scrambled Letters (Measuring Process Sigma)
Chapter 5 What Are the "Deep Dive" Causes of a Problem? The Analyze Phase
What Might Cause the Problem? Developing Theories
Exercise 5-1 Scrambled Letters (Developing Theories)
How Does the Process Work? Process Mapping
Exercise 5-2 Custom Landscapes at Affordable Prices (Process Analysis)
How Do We Verify Causes? Putting Data to Work
Exercise 5-3 Precision Delivery Inc. (Data Analysis)
Exercise 5-4 Precision Delivery Inc. (Design of Experiment)
Chapter 6 What Will We Change? The Improve Phase
How Do We Find Ideas? Brainstorming
Exercise 6-1 Zoo Juggle (Brainstorming to Improve a Process)
How Do We Move from impractical to ingenious? Generating Creative Solutions
Exercise 6-2 Creative Juicer (Generating Creative Solutions)
How Do We Work Out The Kinks? Piloting and Assessing Risk
Exercise 6-3 Well, Well, Well (Data Collection, Piloting, and Risk Assessment)
How Do We Put Solutions in place? Implementation Planning
Exercise 6-4 Cube Puzzle (Implementation Planning)
Chapter 7 Are We There Yet? The Control Phase
How Do We Maintain the benefits of change? Documenting and Standardizing
Exercise 7-1 Break It Down (Individual Process Documentation)
Exercise 7-2 Snowflake (Group Process Documentation)
How Do We Measure Progress? Keeping Score with Process Metrics
Exercise 7-3 Scrambled Letters (Tracking Performance)
Exercise 7-4 Precision Delivery Inc. (Scoring the Goal)
Chapter 8 Will There Be a Change Reaction? Dealing with Resistance
Exercise 8-1 Changing Seats (Resistance to Change)
Exercise 8-2 Personal Appearance Change Challenge (Understanding Resistance to Change)
Exercise 8-3 Change Champion (Getting "Buy-In" to Change)
Exercise 8-4 Paper Animals (Reactions to Change)
Exercise 8-5 Island Dance (Managing the Fear of Change)
Chapter 9 Is Our Team Geared for Success? Team Behaviors
Exercise 9-1 Clue (Team versus Individual Goals)
Exercise 9-2 Balloon Sculpture (Defining Goals with Ambiguous Metrics)
Exercise 9-3 Four Suits, Five Hands (Exploring Team Behaviors)
Exercise 9-4 I Want to Drive (Setting Common Expectations)
Chapter 10 How Do We Stay On Track? Project Management
Exercise 10-1 Camel by Committee (Integrating Project Teams)
Exercise 10-2 Domino Designs (Building an Effective Project Team)
Exercise 10-3 Team Theatre (Effective Teamwork)
Exercise 10-4 Draw It (Communicating Effectively)
Index