• Background
• What is Quality
• Meaning of 99% accuracy
• What is Six Sigma
• What is DMAIC
• What is DMADV
• What is difference between DMAIC and DMADV
• Reference Video

Background:

In 70's view, - "Quality was conformance to requirements." The product/services were provided exactly to specifications. However, few defects are unavoidable.

In 80's view - "Quality was conformance to requirements with customer satisfaction." Quality was more than just meeting specifications. It was in fact more towards satisfying the customer. So, 99% of the customers were satisfied, it used to be a great achievement for service providers.

In 1990's view - "Quality was conformance to requirements with zero defects and exceeding clients' expectation." The focus was to do the things correct at the first time. Companies started aiming towards zero-defect and started focusing on Quality in al that they do. They have started using Statistical methods to measure their Quality standards and developing countermeasures. Thus, Emphasizing on process capability has assisted the companies to reduce the number of defects in a logical manner which was statistically acceptable norms.

With constant change in the expectations and needs of customer the definition of quality changes.

What is Quality?

Quality is an integrated organizational approach to delighting the stakeholders (external, internal customers, employees, shareholders, associates and society) by their meeting their expectations on a continuous basis. This is done by everyone involved with the organization working on continuous improvement in all product, services and processes.

The accuracy of 99% equates to:

• 20,000 lost articles of mail per hour
• Unsafe drinking water almost 15 minutes per day
• 5000 incorrect surgical operations per week
• 2 short or long landing at most major airport each day
• 200,000 wrong drug prescription each year
• No electricity for almost 7 hours per month

Deming said "85% of the reasons for the failure to meet the customer expectation are related to the deficiencies in the system and processes rather than the employee. The role of the management is to change the process rather than badgering individuals to do better."

Can there be accuracy better than 99%? The answer is yes! It can be achieved using Six Sigma methodology.

What is Six Sigma?

Sigma is a Greek letter which is used as a symbol to designate the distribution spread about the mean of any process output. The term 'Six Sigma' refers to Measurement Methodology.

The Sigma value is a metric that indicate how well the process is performing. The Six Sigma standard of excellence (3.4 defects per million opportunities).

Six Sigma is a comprehensive methodology for continuous improvement. Basically it is based on two methodologies.

These are:

• DMAIC
• and DMADV

DMADV Methodology: DMADV is more like the DFMEA (Design specific). It should be used when a product or process is not currently in existence at your company and it needs to be developed. DMADV is used to analyze the process options to meet the customer needs.

Difference between DMAIC and DMADV

• DMAIC is associated with defining a business process and its applicability whereas DMADV helps in defining customer needs in relation to a product or service.
• DMAIC is used for measuring the current performance of a business process whereas DMADV is used for measuring the customer needs and specifications.
• In DMAIC, a business process is analyzed to find the root cause of a defect or recurring problem. In DMADV, a business process is analyzed for finding options that will help in satisfying
• In DMAIC, improvements are made in the business process for eliminating or reducing defects whereas in DMADV, an appropriate business model is designed that helps in meeting customer requirements.
• In DMAIC, control systems are put in place to keep a check on future performance of a business process. In DMADV, the suggested business model is put through simulation tests for verifying efficacy in meeting customer needs and specifications