Six Sigma is a highly disciplined process that helps us focus on developing near perfect products & services.

By using a set of statistical tools to understand the fluctuation of a process, management can begin to predict the expected outcome of that process. Central idea behind six-sigma is if you can measure how many defects you have in a process , you can systematically figure out how to eliminate them & get as close to ZERO defects as possible. A six sigma process is one in which 99.99966% of the services provided are statistically expected to be free of defects (3.4 defects per million) Six Sigma puts the customer first and uses facts & data to drive better solutions. Six Sigma includes five steps commonly known as DMAIC

Define: Practitioners begin by defining the process. They ask who the customers are and what their problems are. They identify the key characteristics important to the customer along with the processes that support those key characteristics. They then identify existing output conditions along with the process elements. Measure: Next the focus is on measuring the process. Key characteristics are categorized, measurement systems are verified and data are collected.

 Analyze: Once data are collected, it is analyzed. The intent is to convert the raw data into information that provides insights into the process. These insights include identifying the fundamental and most important causes of the defects or problems. Improve: The fourth step is to improve the process. Solutions to the problem are developed, and changes are made to the process. Results of process changes are seen in the measurements. In this step, the company can judge whether the changes are beneficial, or if another set of changes is necessary. Control: If the process is performing at a desired and predictable level, it is put under control. This last step is the sustaining portion of the six sigma methodology. The process is monitored to assure no unexpected changes occur.

Case Study 1 Dabawallas of Mumbai, who are iliterate or semi- literate workers, their error rate has been one error in delivery of two million dabbas. Therefore dabbawalas have been rated alongside Motorola having achieved maximum score of 99.99966%

Case Study 2 During 1990s a leading travel & travel related financial services company had encountered an unusual problem. Customers often complained that they were not properly attended to when they called up the company. On investigating the company found that normal time taken by an employee to pick up the telephone was ranging between 1-2 minutes. On further probe, the company found many customers being dejected by the late response have simply gone out of the companys fold. An external consultant was appointed who gave a single advice. This advice intended to ensure zero error in the process attending to the customer. The advice was the telephone has to be picked up by the customer executive immediately after the first ring. If by any chance the executive picks up the telephone on subsequent rings, a monitor would record the number of rings before the receiver has been picked up by the executive. The company put a cash penalty to be deducted from the salary on monthly basis, the rate of penalty was designed is such a way that more the number of rings, higher would be the rate of penalty.

Within a year the company could achieve the Unique Selling Proposition (USP) of attending to the customers immediately after the first ring.

Todays competitive environment leaves no room for error. We must delight our customers and relentlessly look for new ways to exceed their expectations. This is why six sigma should be adopted in the organization.

1) Can you think of one activity for Central Bank of India that you could do to achieve zero error? 2) Kindly identify one activity wherein by simple changes Central Bank of India can achieve zero error. You may submit the same to the volunteer identified for your group.