Describes a six sigma project in a service industry

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Reference no: EM131719506 , Length: word count:3000

QUESTION 1:

The case study below describes a Six Sigma project in a service industry. The objective of this project is to identify the root causes that contribute to Motor Vehicle Crashes (MVC) in courier service companies in Malaysia using Six Sigma methodology. Solutions based on the root causes need to be implemented to enhance and improve the safety practices of courier service companies.

The cost of MVC is becoming the major concern among the courier service companies due to the huge costs of damage, high insurance premium and the negative impact of employee morale and the company's reputation. A courier company, Sky Express has experienced high number of MVCs in 2013 (8 accidents), 2014 (14 accidents) and 2015 (20 accidents). The management view this as an alarming state and suggested the Six Sigma project team to find the root causes and develop solutions to reduce the number of MVCs in this company.

Table 1: Six Sigma tools used in DMAIC methodology

Phase	Six Sigma Tools
Define	Team Charter
Measure	Cause and Effect (CE) Diagram
Analyse	Cause and Effect (CE) Matrix
Improve	Implementation Plan
Control	Control Plan

The project will use DMAIC (Define, Measure, Analyze, Improve and Control) Six Sigma methodology. You are assigned to solve the above problem using Six Sigma methodology. Write a short report to describe how you have solved the above problem. In the report include the Six Sigma activities and tools used in each phase. You can use the Six Sigma tools in Table 1 as a guideline to solve the above problem.

QUESTION 2

Please read the following business case in a Six Sigma project:

You are assigned to develop a new device to monitor the movement of oil carrier trucks. The device is expected to assist truck owners to monitor the movement of their trucks and also to alert them if there is any hijacking or intrusion (called MyTruck). The device is similar to a GPS system with more value-added features such as navigation history and panic buttons which will alert the nearest police station. The truck owners can use a smart phone to track their vehicles.

The device is a micro-processor based system with touch-screen LCD interface, hand-held and uses rechargeable battery. The device is also fitted with 3G/4G and SMS communication features to send messages to owners. MyTruck will alert the owners by sending SMS when the drivers try to divert from the original planned journey or try to unload the goods in a different location. The device also supports multi-lingual and targeted for global market. MyTruck is user-friendly, keep track of details of each journey through a log system and supports file transfer through USB port.

The top management has assigned you to develop this product using Six Sigma DMADV methodology within 6 months.

Based on the above business case

a. Develop a Voice of Customer (VoC)
b. Develop a Kano Analysis
c. Develop a FMEA

QUESTION 3

Table 2 shows monthly data for Total Cost of Production (in RM) to produce intelligent reverse sensors for automobiles from a local manufacturing plant. The main objective of this study is to find out the relationship between Total Cost of Production for producing the intelligent sensors for a particular month.

a. Use the data in Table 2 to plot regression graphs (linear and quadratic).

b. Calculate the p-value for both data in Table 2 and their data distribution type.

c. Briefly explain the most suitable equation to represent the regression.

d. Calculate the cost (in RM) to produce 3,500 intelligent sensors.

e. What is the minimum setup cost for the intelligent sensors production?

Table 2: Total Production Cost for Face Masks - July 2017

Days	Intelligent Sensors	Production Cost (RM )
1	3,170	3,250
2	3,150	3,125
3	3,130	3,180
4	3,600	3,550
5	3,400	3,405
6	3,250	3,325
7	3,200	3,200
8	3,400	3,370
9	3,520	3,470
10	3,400	3,380
11	3,420	3,440
12	3,170	3,120
13	3,230	3,140
14	3,210	3,150
15	3,510	3,490
16	3,570	3,550
17	3,560	3,550
18	3,510	3,450
19	3,300	3,280
20	3,570	3,520
21	3,410	3,375
22	3,600	3,700
23	3,255	3,260
24	3,325	3,350

Reference no: EM131719506

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