III. Process Management

Question 1

1a. Understand the continuous improvement cycle of Process Management

What are the 5 steps to manage a process?

Answer 1

1. Define customers
2. Define processes
3. Prioritize processes
4. Improve processes (DIVE)
5. Document successes

Question 2

2a. Identify customer requirements and how to measure them

What tool is used to identify the suppliers/inputs, and the customers/outputs of a process?

Answer 2

SIPOC diagram

Suppliers
Inputs
Process
Outputs
Customers

Question 3

2b. Identify customer requirements and how to measure them

How is a SIPOC diagram used to translate the input and output of a process into metrics?

Answer 3

Work backwards from customer to supplier (COPIS)

First, review the outputs from the customer’s point of view. Determine quantifiable measurements based on the voice of the customer.

Then review the inputs from the process point of view. Determine quantifiable measurements based on the process need.

Question 4

3a. Describe how to select and prioritize key processes

What tool is used to prioritize key processes based on:

• A measure of process robustness
• The impact of the process on company objectives

Answer 4

IMM - Impact Maturity Matrix

Question 5

3b. Describe how to select and prioritize key processes

How is an IMM (Impact Maturity Matrix) used to improve key processes?

Answer 5

An IMM (Impact Maturity Matrix) is a method to determine which processes have high impact on the objectives of the company.

If a high-impact process has low process maturity (robustness), then those high-impact processes should be prioritized for process improvement.

Question 6

4a. Understand the difference between process certification and process robustness and when to apply each

What are the 6 levels of process robustness?

Answer 6

1. Identified - Process has been identified
2. Baselined - Process has a basic definition and metrics
3. Defined - Process is well defined with solid metrics
4. Managed - Process is succeeding and there is evidence of continual improvement
5. Optimized - Process is performing well with minimal turnbacks and systematic continual improvement
6. Robust Process - Process has outstanding performance with no significant escapes

Question 7

4b. Understand the difference between process certification and process robustness and when to apply each

What are the 4 milestones of process certification?

Answer 7

Loosely follows DMAIC:

1. Define - Use SIPOC to determine key inputs, outputs, and key characteristics that affect the control of the process
2. Measure and Analyze - Prepare methods to collect data. Ensure measurement systems are capable. Use PFMEA (Process Failure Modes Effects Risk Analysis) to assign a priority to potential risks.
3. Improve - Implement variation control measures and establish stable process capability
4. Control - Verify and monitor control plans and achieve statistical process control

Question 8

4c. Understand the difference between process certification and process robustness and when to apply each

When would you focus on improving the robustness of a process?

When would you focus on certifying a process?

Answer 8

Focus on robustness when a process is immature, and especially if that process is hampering your ability to achieve corporate objectives.

Focus on certification when a process is unstable and does not produce reliable results.