Value Stream Mapping Task Harvard Case Solution & Analysis

Question 1

a). The type of the data that has been provided in the film thickness sheet is a scale data.

b). The run chart for this data is as follows:

            The run chart above shows that the trend of the data is same and the variation in the film’s thickness data is somewhat constant. The frequency of the data also seems to be constant from the above run chart.

c). The control chart for this data is shown below:

            The control chart is different from the run chart created previously. This chart shows that whether the plastic film thickness process is in control or out of control.By looking at the lower and the upper control limits it could be said that the process has been in-control as the data provided lies within these limits.

d). The histogram chart for this data is shown below:

Moreover, by looking at the histogram it could be said that the data is not normally distributed. Furthermore, it could also be inferred from the graph that there are no outliers within the film thickness data.

e). After creating the range of these charts, the next step would be to consider the descriptive statistics of the data and calculate the mean, variance, standard deviation, minimum, maximum and the range of the entire data set.

Question 2

a). The histogram is shown below for this data set:

b). The shape of the variation distribution is positively skewed distribution. The data is centered around 11 minutes. The histogram also shows that outliers are present in the data set.

c). In order to check whether this process is in control or not, a control chart has been generated, which is as follows:

            The above control chart shows that the process has not been in control as it crosses the upper control limit. This might be due to the presence of the outliers in the data set. The management needs to introduce stringent internal controls for the process performance and update the technology to reduce the processing time. The workers might also be trained in order to reduce the total processing time and eliminate outliers from the data set.

Question 3

a). The DMAIC project charter worksheet for this project is as follows:

DMAIC PROJECT CHARTER WORKSHEET
Project TitleCall Center Complaints
Project SponsorDirector of Digital Camera R US
Project Team LeaderABC
Project CQI MentorXYZ
Team Members-
Expert Sources-
Customer Requirement Statement-
Problem Statement-
Project Scope-
Goal StatementTo provide high quality services
StakeholdersCall Center, Company owners, customers, sales agents
Preliminary DateTarget DateActual Date
Start DateMonday, December 01, 2014Thursday, January 01, 2015
DEFINEFriday, March 01, 2013Not determined
MEASURE
ANALYZE
IMPROVE
CONTROL
Completion Date

B1). The SIPOC diagram is shown below:

 B2). The voice of customer matrix is shown below:

Value Stream Mapping Task Case Solution

VOICE OF CUSTOMER MATRIX
Process Functions
Customer RequirementsImportance (1-5)Designshippingmarketingproductionfinancetech support         Total Weight
Deliver those products that meet my needs453130152
Services and products that work right530050355
0
0
I want it at the right time125130011
The access to help should be easy500000525
If the camera breaks, fix it fast424002448
0
0
I want outclass customer support500000525
0
0
Total Weight 4533540885000000000 

 c). The critical-to-quality for the call center project would be:

  1. The first CTQ is how quickly the phone is answered and it should not be answered in more than 3 rings.
  2. The second CTQ is how quickly a particular customer is connected with one of the operators. The menu options should be convenient enough to connect the customer in no more than three simple steps.
  3. The third CTQ is the availability of the live help from well trained sales agents and fully understand the requirements or complaints of the customers.

d). The first chart is the line chart which has been created for customer satisfaction and the percentage defects

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