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Discovery 2
Discovery 2
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Kkk
The company receives the complaint from the customers and the customer
service enters the data into KIP. The KIP data get send to the ERP and the data is
retrieved to resolve customer problems. Then the data is looked at get it
scrubbed to see what kinds of errors are being made. The scrubbed data is then
put into dashboard to look at for everyone.
Customer calls in to order a certain item since there is no ordering online. The
office in Manila takes the order and puts it into the CRM. The warehouse in U.S.A.
then receives the order and the product is made the way customer wants it. The
order is then shipped and if the customer is satisfied with the product the
payment is made.
Discovery II:
Initial Project Charter
Udit Agarwal
Austin Mealer
David Jacobs
1/24/2013
Table of Contents
Purpose of this Document 1
1. Problem Statement 2
2. Goal Statement 2
3. Project Scope. 2
A. What are the process boundaries?. 2
B. What, if anything, is out of bounds?. 3
C. What resources are available for the project?. 3
D. What time commitment is expected of team members?. 3
E. Initial Draft of Project Scope Statement 3
4. Project Benefits and Costs. 3
A. Project Benefits. 3
B. Project Costs. 4
5. Measuring Process Defects. 4
A. Metrics, or Defect Measurement 4
B. Measurement System.. 5
6. Initial Draft of a Project Objective. 5
An example is available for review illustrating a purchasing process. See pages 68-70
of “Six Sigma for Green Belts and Champions,” written by Gitlow and Levine. Other
examples were provided in OMIS 352, Business Project Management.
1. Problem Statement
The data being analyzed needs to be improved so they can get the proper objective
data. in addition, the data that is available to the manager has a quality problem
including inaccuracy and incompleteness.
The Goal of the project is to report what needs to be scrubbed and changed from the
data. Any errors need to be fixed so the manager can go back to the data and realize
what kind of errors are made so they can be stopped in future.
One of our starting points is obtaining as many resources as we can about the problem.
We also need to set goals in a timeliness manner and stay within our means of
resources. Make sure we use SMART goals so our process changes can be attainable.
we all agree to commit up to 7-8 hours of group time every week. there will be limited
availability during day time of the week because of classes but evening works best for
all three of us.
For our team to come up with a way that Surab can pull out the data instead of always
going through Don everytime, and fix the way data is analyzed being incomplete or
inaccurate.
Make sure that there is an actual objective for the project objective. Put in place MOV
and SMART goals, more importantly there will be complete training, and accuracy that
can be analyzed.
o Qualitative (soft) Benefits: The following list identifies other project benefits
o Recurring or ongoing costs: The following list identifies other ongoing costs the
sponsor will likely incur in the future
Some of the data can be attained by the sponsors but others will need to be asked from
them. If not attainable by sponsors then our team can come up with a solution and
present it to them to see if it is viable. This will mean we will need to monitor and collect
data from the current process. We can make a google document allowing them to
access it and it can also be made available in our database in near future.
The project Objective is a clear statement indicating the purpose for the process
improvement project. Businesses that follow the Six Sigma methodology require it to
contain five key elements: a reference to a process, critical-to-quality (CTQ)
characteristics, CTQ target, CTQ direction, and a deadline. This closely reflects a
different model that suggests a project objective should be SMART (Specific,
Measurable, Attainable, Relevant and Time Bound).
Project Objective
● If quality of data is improved, it allows Knaack to analysis data quicker, allowing
corrective actions to be taken sooner!