Chapter 10Implementation: The DMAIC Improvement Process

Recently, a manufacturer was facing the kind of problem that most companies want to face: an increase in orders was overloading the production scheduling process. Customers could not find out promised dates of delivery, order status, etc. The whole order entry process encompassed many functions (an engineering review, purchasing status, etc.) that affected production capacity and lead time. This company was concerned about customer retention: customer satisfaction was well below a six sigma level. Immediate action was needed, but their key question was whether process improvements could speed up the flow or ...

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