Compute the Process Sigm Which DPMO should you use? Why? Answer: Process sigma assuming a 1.5 sigma shift in the mean for the empirical DPMO of 11,200 is 3.1 to 3.2. Process sigma assuming a 1.5…

Question

Options

• AProvide better procedures for customer service personnel
• BRestrict access to customer data
• CHave supervisors available to answer more questions
• DUtilize employee involvement

• A
  17% (6)
• B
  11% (4)
• C
  6% (2)
• D
  67% (24)

Explanation

Utilizing employee involvement (D) is correct because when a process is unstable - as shown by the fact that neither DPMO value should be used - the people closest to the work are best positioned to identify the special causes of variation driving that instability. Engaging employees directly surfaces root causes that managers and procedures alone cannot detect.

Option A (better procedures) is a top-down fix imposed without first understanding why the process is unstable; procedures can't address causes that haven't been identified. Option B (restrict data access) is a security control, not a process improvement action, and has no bearing on reducing process variation. Option C (supervisor availability) adds oversight but is passive - supervisors observing don't diagnose or eliminate special causes the way involved employees can.

Memory tip: In Six Sigma, an unstable process means special causes are present. Special causes are almost always discovered by the people doing the work, so Employee Involvement = finding the real culprit. If the process isn't stable enough to calculate sigma, your first move is always to go to the gemba (the actual work) - and that means the employees.

No community discussion yet for this question.