SKIN
hortly after receiving an As Larry told me, “With Six-Sigma extra incentive for using something like Six-
S
MBA, my higher education ca- you work to identify a customer-critical Sigma. Six-Sigma also enables universities
reer was interrupted by a stint as a problem and the cost of variation, i.e. poor to quantify their successes and demonstrate
production manager for Goodyear quality, over a lifetime.” Like SPC, you’re them to their stakeholders. A process map
Tire & Rubber. I decided I was not trying to narrow the variation of the pro- approach also takes us from where we are to
well-suited for managing a 20-man cess and ultimately close the gap between where we want to be, replacing anecdotes
crew six nights a week, so Good- your current performance and your goal. with solid information.
year and I parted ways amicably. Th ey simplify the process with the acro-
Among the things I learned during my brief nym DMAIC—defi ne-measure-analyze- LEAN University
time there was Statistical Process Control, improve-control. Karen Kusler is LEAN University director
which was based on the continuous im- at University of Central Oklahoma. LEAN
provement strategies adopted in Japanese Real-life cost control example shares some methods with Six-Sigma, but
manufacturing from W. Edwards Deming Pickett cites a real-life experience at High- not all the metrics used for LEAN incorpo-
and Joseph Juran. Statistical Process Con- mark. Travel spending had increased by rate dollar values. As Lean University Di-
trol or SPC reduced waste and production almost two million dollars. While analyz- rector, Karen implements process improve-
delays by reducing variation among produc- ing the spending data provided by accounts ments to make more effi cient use of the in-
tion techniques. Th ink of SPC as sighting payable, the tested possible hypotheses to stitution’s resources, and to produce better
a rifl e fi rst by grouping the shots into a tight pinpoint the causes. As a result, Highmark outcomes with the resources they have.
pattern, then moving the grouping closer to instituted an automated expense report. Two of her projects have involved merg-
the bulls-eye. Th e report and follow-up measures eventu- ing prospective student and advising op-
I didn’t come across Statistical Process ally saved the company $493,000. erations, and streamlining the payment pro-
Control much aft er I returned to higher Implementing Six-Sigma requires a cer- cess. Executive Vice President Steve Kre-
education. But its off spring Six-Sigma and tain amount of internal marketing. When idler arrived in 2001 with LEAN manufac-
LEAN University have both become in- management starts watching more closely, turing experience. Aft er conducting focus
creasingly visible lately. One of our Clarion employees may worry about their jobs being groups across campus, he taught LEAN to
University trustees, Larry Pickett, is a certi- eliminated. Showing them you can make administrative managers in student services.
fi ed Six-Sigma black belt in his work as proj- their jobs easier will usually win them over. LEAN oft en results in better communi-
ect director at Highmark. When people are informed in a graphical cation and improved morale. Once LEAN
Six-Sigma was created by Motorola to way, they also understand the problem bet- was implemented among facilities staff ,
reduce defects in manufacturing and busi- ter. As Larry shared, “Use statistics and you work orders started moving to employees
ness processes using statistical analysis. can quantify the success. Th e eye cannot see immediately, and employees could request
(Sound familiar?) Sending employees for narrow improvements, but statistical analy- any additional information they needed
training and certifi cation in Six-Sigma can sis can. Sometimes it’s like using the 10-yard themselves. Customers got a system they
produce signifi cant savings for companies chain during a football game.” understood, and UCO Facilities ended up
and enhanced marketability/employability How does all this translate to higher with the best morale in the university. Com-
for the employees involved. education? A budget-cut economy gives munications have improved even in those
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