DMAIC

KIKAI 契 機 Meaning “Quick Win” – not quick fix

Define

 Kikai is a DMAIC-structured approach to capture

and apply internal improvement opportunities to
increase efficiency and effectiveness
Control Measure
 It enables individuals and teams to apply some of
Kikai
the LEAN tools and put them into practice having
tangible results over a short period of time

Improve Analyse
 DEFINE

Define Purpose
To identify what the problem (pain) is. Set a goal
with your project team and define governance

Deliverable
Control Measure Completed Event Charter: Problem/Goal
Statements, Benefits, Scope, Team and KPI’s

Kikai
Tools
Problem/ Goal statements, VOC (voice of the
customer)

Improve Analyse

What is the problem?

 MEASURE

Purpose
Identify the process output that relates to the process ‘pain’
Define identified in the DEFINE phase and how it is measured.
What is the key measure we seek to improve?

Deliverable
Data to support the existence and severity of the problem.
This can be obtained from mapping the process and
Control Measure gathering quantitative data on our defined KPI’s

Kikai

Tools:
Data Segmentation
Brainstorming + Affinity Diagram
Improve Analyse SIPOC
VSM
SMART

What is the target? What is the current process?

 ANALYSE

Purpose
To use Brainstorming and Problem solving techniques to
Define identify Root Causes for the problem defined in the
Define phase

Deliverable
List of Root Causes with proposed solutions
Control Measure
Tools
Problem solving tools :
Kikai

Tools:
Segmentation
Improve Analyse Waste Analysis
5 Why’s
Hypothesis Tree
Issue Tree
Fishbone
What are the findings?
 IMPROVE

Purpose
To align proposed solutions to root-causes, prioritize and
Define implement

Deliverable
The listed solutions ranked and prioritized.
Solutions in place to address highlighted root-causes, the
Control Measure considered risks and side effects
Implementation Plan: necessary actions required to
promote the solution, gain buy-in from the stakeholders.
Kikai

Tools:
Priority Matrix
Improve Analyse Issue Tree
Implementation plan

What are the possible solutions?

 CONTROL
Purpose
To confirm that we have met the target set in the Event
Charter and sustain these improvements over the long
Define term. Update/review the Event Charter.

Deliverable
 To sustain the improvement, it needs to be
documented with an SOP (Standard Operating
Procedures), which can be used for Training and
Control Measure Auditing
 Comparison of ‘before and after’ data to prove the
Kikai difference and future tracking of the metric

Tools:
5s
Improve Analyse In Process KPI
RACI
Standard Work

How can these solutions be sustained?

 Suggested tools

DEFINE MEASURE ANALYZE IMPROVE CONTROL

• Problem • Data • Fishbone • Issue Tree • RACI

Statement Segmentation • 5 whys • Priority Matrix • Standard Work
• VOC • Brainstorming • Hypothesis • Priority Ranking • KPI’s
• CTQ + Affinity tree • Project • 5s
Diagram Management -
• SIPOC Gantt -
• VSM Implementation
• SMART plan
• Waste
identification

WHAT? WHY? HOW?

Alpha Supermarket
Case Study
APRIL 2019
 Alpha Supermarket Case Study
• Alpha is a chain of supermarkets in the Philippines that has been in the business for exactly
20years now. Currently, they have a total of 20 stores across Metro Manila and strategically
located near residential areas.

• They have, ever since, catered the medium-to-low income family because of the very
modest pricing.

• They have a very high footprint every day from different walks of life.

• Since mom and pop stores are very prevalent in PH (referred to as “sari-sari” store), Alpha
offers a special service to its “sari-sari” club member such as dedicated lanes, delivery and
special discount.

• For the past years, All-U-Need have been the top choice even when the big supermarkets
have started to establish hypermarkets near them.
• Alpha’s s corporate mission is to provide all that a household will need within reach at a
very affordable price. The owner never ambitioned to surpass the leading supermarkets
but just be the neighborhood top choice and go-to store.
 Case Study

Despite having the lowest cost of products vs competitor, Alpha’s customer satisfaction rating is
continuously declining in one of their top branches . An independent report shows that some customers
started moving to competitors and for the past 6 months the customer satisfaction rating decreased
from 95% to 53%.

The owner, Mr. HH, decided to put together a team from his trusted staff to rectify the issue and bring
back All-U-Need to its old glory. He calls the team “Team Glorious”. The team’s milestone, so far, is a
survey they conducted to random customers.

TASK:
Help Team Glorious propose solution to improve the Customer Satisfaction rating.
 Facts
General Information:
• Operating Hours:
• Monday to Sunday 9am to 9pm
• All customers entering the store needs to submit for inspection (security)
• The customer needs to leave umbrellas and eco-bag at the baggage counters
• Total of 30 counters
Cash & Cash & Cash & Cash & Cash & Cash & Cash & Cash & Cash &
Card Card Cash Cash Cash Card Card Card Card Card Cash Cash Cash Card Card
PWD /
Seni or Small Small Small Small Small Small Small Small Mom's &
Ci ti zen Basket Basket Basket Basket Big Cart Big Cart Big Cart Big Cart Big Cart Basket Basket Basket Basket Pop's

2 4 6 8 10 12 14 16 18 20 22 24 26 28 30

1 3 5 7 9 11 13 15 17 19 21 23 25 27 29

• Customers are not allowed to pack the items. Each counters have an assigned 1 bagger
• Sometimes the bagger will assist the customers up to their cars or taxi bay
• All customer needs to present receipt at the gate. The security guard will check how many bags written on the
receipt before the customer will be allowed to exit.
 Facts
Staff Profile:

2 Shifts

2 Store Managers
8 Roving Supervisors

4 Counter Supervisors
60 Cashiers (50% contractors / 50% permanent)
32 baggers (20 contractors / 12 permanent)
1 bagger = 2 counters
2 dedicated to Sari-Sari Lane

8 Security Guards (2 at the Main Gate / 2 at the Store entrance per shift)

Absenteeism rate: Average 18% daily

 Layout
Fresh Meat

Household
Membership Area

Special Promotions and Discounts

Holding area for delivery

Sari-Sari

Appliances

Entrance/Exit to
Main Grocery

Customer Service
ATM Snack Hub Exit Entrance
ATM Snack Hub Exit Entrance

Pharmacy Mc Donald’s

Other Retail
Entrance Gate Exit Gate

Main Road