Six Sigma Tools and Practice Exercise

Part 1: Project Charter and CTQs 

PROJECT CTQs 

Stakeholders: 

Elderly patients living and receiving care in local health facility for the elderly persons

Local government

Local community

Nurses

Project CTQ: 

Poor and ineffective provision of care to elderly patients

Project Team: 

Volunteers

Sponsor

Project leader

Mentor

Champion

Stage/Phase	Planned Start	Planned End	Actual End
Define	7/31/2019	8/10/2019	8/10/2019
Measure	8/12/2019	8/15/2019	8/15/2019
Analyze	8/20/2019	8/30/2019	8/30/2019
Improve	9/5/2019	9/25/2019	9/25/2019
Control	10/01/2019	10/31/2019	10/31/2019

PROJECT CHARTER 

Business case: 

There are cases of delayed and ineffective provision of care to several patients visiting the elderly care facility in the township. Reports of mismanagement have led to an increase in the premature deaths of some patients; thus, an overall rise in the number of deaths in the facility. The unwarranted provision of poor care to the elderly patients visiting the hospital can be averted by hiring volunteers (nursing students) from nearby colleges and universities to help in delivery of a better patient care.

Problem statement: 

As per the baseline period (January 01 – August 01, 2019), the average number of elderly deaths in the healthcare facility hit an all-time high of 480 persons compared to 150 in the previous period (January 01 – December 01) last year.

Goal statement: 

Reduce the number of deaths of the elderly patients to less than 100 annually.

Project Scope: 

Elderly patients receiving care in the township’s facility mandated to provide special care to the identified patient group.

Part 2: SIPOC Diagram 

In the SIPOC diagram, Suppliers signify the departments, company, processes, and people offering the process resources (for example, materials, forms, and information). In the organization selected for this exercise, the suppliers are both external (the community) and internal (staff/volunteers working in a care facility for the elderly). Inputs denote the provided information or materials. Process describes all the phases used in project transfer. Outputs are the services or products given to the Customer . The diagram offers a visual understanding of the processes along with enhancing understanding of the things that should be changes in the process.

Part 3: Customer Satisfaction Survey 

When the confidence level is 95%, the Z value in the normal tables is 1.96. In this regard, the sample size for the customer population is calculated as follows:

((1.96) 2 *(0.01)(0.01))/(0.01) 2 = 384

From the results, a random sample of about 385 customers should be taken from the target population as sufficient representation of the required confidence level.

The five critical dimensions of service quality that the satisfaction survey entails are responsiveness, empathy, tangibles, and reliability. Of the listed dimensions, emphasis should be on service reliability. The rationale for choosing reliability is that it covers other service aspects such as responsiveness and assurance.

Part 4: SmallBell 

Sample size = (Zscore) 2 *SDV*(1-SDV)/(margin of error )2 

Sample size = ((1.96) 2 *0.3*(0.03)/(0.04) 2 = 216

When the confidence level is 90%, the Z-score that is required to calculate the sample size using other factors such as standard deviation and margin of error is 1.96. The standard deviation is 0.3 and the error rate of tolerance is 0.04.

Part 5: Cause-and-effect Diagram 

A Flat Tire 

Poor Grade in Exam 

References

Goldsby, T. J., & Martichenko, R. (2005). Lean Six Sigma Logistics: Strategic Development to Operational Success . Plantation, FL: J. Ross Publishing.

Gygi, C., DeCarlo, N., & Williams, B. (2010). Six Sigma For Dummies . Hoboken, NJ: John Wiley & Sons.

Six Sigma for Business Excellence: Approach, Tools and Applications . (n.d.). Delhi, India: Pearson Education India.

Tayntor, C. B. (2007). Six Sigma Software Development, Second Edition . Boca Raton, FL: CRC Press.