Six Sigma Black Belt Quiz 05

There are two approaches to bureaucracy elimination:
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Process focused
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Incident focused

The process focus starts by flowcharting a process and then analyzing each step (activity) in the process to see if it is a bureaucracy-type step. You can identify bureaucracy by asking such key questions as:
• Are there unnecessary checks and balances?
• Does the activity inspect or approve someone else’s work?
• Does it require more than one signature?
• Are multiple copies required?
• Are copies stored for no apparent reason?
• Are copies sent to people who do not need the information?
• Are there people or agencies involved that impede the effectiveness and efficiency of the process?
• Is there unnecessary written correspondence?
• Do existing organizational procedures regularly impede the efficient, effective, and timely performance of duties?
• Is someone approving something he or she has already approved?

Conflict resolution is an approach to obtaining common agreement between two or more parties that have a different position or opinion.

Conflict resolution is an approach to obtaining common agreement between two or more parties that have a different position or opinion. It involves techniques like:
• Negotiation
• Mediation
• Diplomacy

Conflict resolution is an approach to obtaining common agreement between two or more parties that have a different position or opinion. It often ends up with all parties finding an acceptable compromise. It is sometimes called dispute resolution. Typical tools include:
• Arbitration
• Litigation
• Ombudsman processes
• Mediation

The appropriate tool to use will depend on all of these factors. A simple model was proposed by Stephen Covey in his book The Seven Habits of Highly Effective People. They are:
1. Be proactive: Do something.
2. Begin with the end in mind: What constitutes resolution?
3. Put first things first: Identify points of agreement and conflict.
4. Think win-win: Seek resolutions that will allow a win-win outcome.
5. Seek first to understand, then to be understood: Don’t jump at the first resolution.
6. Synergize: Seek ground where all parties are working together.
7. Sharpen the saw. Exercise for physical renewal.

Critical to quality (CTQ) is the analysis of the characteristics of a product or service that are critical to the customer or to the performance of the product or service to guarantee that they meet requirements.

A tree diagram is another approach used to define customer CTQs to determine process performance in relationship to voice of the customer (VOC)/voice of the business (VOB).

Cycle time analysis and reduction is an approach to reduce the time that it takes to move an item through a process.

Based upon the International Quality Study conducted by Ernst & Young LLP and the American Quality Foundation, there are only six worldwide best practices:
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Top management involvement
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Strategic planning
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Supplier certification
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Process simplification
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Process value analysis
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Cycle time analysis