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Library Resource Implementing Lean Six Sigma_6

Tham khảo tài liệu 'library resource implementing lean six sigma_6', kinh doanh - tiếp thị, quản trị kinh doanh phục vụ nhu cầu học tập, nghiên cứu và làm việc hiệu quả | 116 0 0 implementing Lean Six Sigma Throughout the Supply Chain wanted the survey respondents to rank all 10 but the group decided asking for that would be too tedious and time consuming for the respondent. Besides the team wanted to focus on the top needs ESt. Figures 5.446.48 provide the survey questions by group. The team analyzed the survey results based on the selection of the top responses for each customer stake-holder group. Once the survey results were tallied the team built Pareto charts and noted key items from each survey group as shown in Figures 5.496.68 Data Figures 5.496.68 . Some questions were originally part of the data collection plan which was then updated with the results. The team planned to administer the survey again after changes were in place to validate or test that the changes improved the process. Customer Needs Map Now that that team had gathered the customer needs from the customer survey they needed to organize the informa tion and rank the needs. Jim Pulls reminded them to use a weighting scale of 9-3-1 when ranking the needs. The team gave a 9 if the survey group gave a number one rat ing a 3 for number two rating and a 1 for a number three rating of importance. The weights were then totaled for each need. The survey data for the ranked customer needs is shown in Figure 5.69 Data Figure5.69 . For the Customer Needs map the items were weighted sorted in a descend ing order and a percentage was noted for ranking. Measure Phase o tE17 Transportation Questions Audience Driver Coordinator 1. Within the last month how often did you call a requestor back due to incomplete information a 1 flio times b 1100 times c More than 20 d Never 2. Within the last week how often did you have more requests than drivers a 1fitimes b 6fli0 times c More than 10 d Never 3. Do you feel there needs to be a set goal for dispatch time from request to dock a Yes b No c Not sure d Does not apply 4. Within the last month how often did drivers forget to call .