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Lean Six Sigma for Dummies‰ Lean Six Sigma FOR DUMmIES‰ 2ND EDITION by John Morgan and Martin Brenig-Jones A John Wiley and Sons, Ltd, Publication Lean Six Sigma For Dummies®, 2nd Edition Published by John Wiley & Sons, Ltd The Atrium Southern Gate Chichester West Sussex PO19 8SQ England www.wiley.com Copyright © 2012 John Wiley & Sons, Ltd, Chichester, West Sussex, England Published by John Wiley & Sons, Ltd, Chichester, West Sussex All Rights Reserved. No part of this publication may be reproduced, stored in a retrieval system or transmit- ted in any form or by any means, electronic, mechanical, photocopying, recording, scanning or otherwise, except under the terms of the Copyright, Designs and Patents Act 1988 or under the terms of a licence issued by the Copyright Licensing Agency Ltd, Saffron House, 6-10 Kirby Street, London EC1N 8TS, UK, without the permission in writing of the Publisher. Requests to the Publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Ltd, The Atrium, Southern Gate, Chichester, West Sussex, PO19 8SQ, England, or emailed to [email protected], or faxed to (44) 1243 770620. Trademarks: Wiley, the Wiley logo, For Dummies, the Dummies Man logo, A Reference for the Rest of Us!, The Dummies Way, Dummies Daily, The Fun and Easy Way, Dummies.com, Making Everything Easier, and related trade dress are trademarks or registered trademarks of John Wiley & Sons, Inc., and/or its affiliates in the United States and other countries, and may not be used without written permission. All other trademarks are the property of their respective owners. John Wiley & Sons, Inc., is not associated with any product or vendor mentioned in this book. 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THE FACT THAT AN ORGANIZATION OR WEBSITE IS REFERRED TO IN THIS WORK AS A CITATION AND/OR A POTENTIAL SOURCE OF FURTHER INFORMATION DOES NOT MEAN THAT THE AUTHOR OR THE PUBLISHER ENDORSES THE INFORMATION THE ORGANIZATION OR WEBSITE MAY PROVIDE OR RECOMMENDATIONS IT MAY MAKE. FURTHER, READERS SHOULD BE AWARE THAT INTERNET WEBSITES LISTED IN THIS WORK MAY HAVE CHANGED OR DISAPPEARED BETWEEN WHEN THIS WORK WAS WRITTEN AND WHEN IT IS READ. For general information on our other products and services, please contact our Customer Care Department within the U.S. at 877-762-2974, outside the U.S. at 317-572-3993, or fax 317-572-4002. For technical support, please visit www.wiley.com/techsupport. Wiley publishes in a variety of print and electronic formats and by print-on-demand. Some material included with standard print versions of this book may not be included in e-books or in print-on-demand. If this book refers to media such as a CD or DVD that is not included in the version you purchased, you may download this material at http://booksupport.wiley.com. For more information about Wiley products, visit www.wiley.com. British Library Cataloguing in Publication Data: A catalogue record for this book is available from the British Library ISBN 978-1-119-95370-8 (pbk); ISBN 978-1-119-96646-3 (ebk); ISBN 978-1-119-96648-7 (ebk); ISBN 978-1-119-96647-0 (ebk) Printed and bound in Great Britain by TJ International, Padstow, Cornwall 10 9 8 7 6 5 4 3 2 1 About the Authors John Morgan is the author of several books, including The Lean Six Sigma Improvement Journey and Go Lean, and is co-author of SPC in the Office. His experience has led to him being interviewed on BBC Radio 4 about the potential of Lean Six Sigma in the UK, especially in the public sector and National Health Service. John has been a Director of the Lean Six Sigma specialists Catalyst Consulting for over 15 years, and much of their highly acclaimed material has been created by him, including tailored work for companies such as General Electric, BAA, Saint-Gobain Glass, and British Telecom. In addition to training delivery and coaching, John’s primary responsibilities are in the areas of product design and development. John also jointly heads the British Quality Foundation’s Lean Six Sigma Academy. A Chartered Insurer and Fellow of the Chartered Insurance Institute, John’s early career background was in Aviation Insurance and Reinsurance. He first started to apply Lean Six Sigma techniques in his role of Customer Service Director for a North American financial services company before joining Catalyst. A keen song writer, he is working on his first novel, Black Widow Blues, which he plans to publish in early 2013. Martin Brenig-Jones is a Director at Catalyst and has trained and coached over 1,000 people in Lean Six Sigma and business improvement techniques working mainly across Europe and occasionally in the US and Asia. He has worked with organisations in a diverse range of sectors including IT, transport, computer manufacturing, local government, police, health, aerospace, rail, telecoms and financial services. Prior to joining Catalyst in 2000, Martin was Head of Quality at BT with responsibility for Quality and Business Excellence across the group. Martin is a member of the General Committee of Lloyd’s Register. Martin studied Electronic Engineering at the University of Liverpool and has a Postgraduate Diploma in Management. He is a member of the Institute of Engineering and Technology, and in his earlier career he worked in telecommunications, software, and systems development. Martin was born and brought up in Wales before heading east to London and then Suffolk. He is also a lifelong Pink Floyd fan. Authors’ Acknowledgements Writing a book, even a second edition, tends to take a fair bit of concentration, time and effort, so there’s a general thank you to my wife Margaret, family, and friends for putting up with that. In particular though, I’d like to thank my long-time friend and colleague, Jo Ballard, for once again helping with typing, support and input to the book, both in keeping me on track, and in helping me get the grammar or the scanning of the words in a sentence right. In putting this second edition together, it was also a question of trying to get the balance right in terms of how much additional material to incorporate, so there is a general thank you to everyone at Catalyst who has helped in some way. The team at Wiley have provided great support, too, especially Jo Jones, Erica Peters and Claire Ruston, and there’s been helpful technical input from Jim Alloway. JM I’d particularly like to thank my best friend and wife, Di, who is the greatest wife, friend, mother, and teacher in the world. She lives with someone who spends far too much time doing this work stuff and who ought to keep his office at home a lot tidier by actually practicing 5S. I’d also like to thank my four children, Jo, Laurence, Alex, and Oliver for being so patient with the bod who is always seeing ‘process improvement opportunities’ – particularly annoying when on holiday. Finally I must thank everyone at Catalyst and my clients who have given me the experience that I have tried to distil into this book. MB-J Publisher’s Acknowledgements We’re proud of this book; please send us your comments at http://dummies.custhelp.com. For other comments, please contact our Customer Care Department within the U.S. at 877-762-2974, out- side the U.S. at 317-572-3993, or fax 317-572-4002. Some of the people who helped bring this book to market include the following: Acquisitions, Editorial, and Composition Services Vertical Websites Senior Project Coordinator: Kristie Rees Project Editor: Jo Jones Layout and Graphics: Claudia Bell, (Previous Edition: Rachael Chilvers) Sennett Vaughan Johnson, Corrie Niehaus Commissioning Editor: Claire Ruston Indexer: Infodex Indexing Services, Inc. Assistant Editor: Ben Kemble Copy Editor: Kate O’Leary Technical Editor: Jim Alloway Proofreader: Dawn Bates Production Manager: Daniel Mersey Publisher: David Palmer Cover Photo: © iStock / Marcello Bortolino Cartoons: Rich Tennant (www.the5thwave. com) Publishing and Editorial for Consumer Dummies Kathleen Nebenhaus, Vice President and Executive Publisher Kristin Ferguson-Wagstaffe, Product Development Director Ensley Eikenburg, Associate Publisher, Travel Kelly Regan, Editorial Director, Travel Publishing for Technology Dummies Andy Cummings, Vice President and Publisher Composition Services Debbie Stailey, Director of Composition Services Contents at a Glance Introduction ................................................................ 1 Part I: Lean Six Sigma Basics ....................................... 7 Chapter 1: Defining Lean Six Sigma .................................................................................9 Chapter 2: Understanding the Principles of Lean Six Sigma ......................................23 Part II: Working with Lean Six Sigma .......................... 41 Chapter 3: Identifying Your Customers ........................................................................43
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