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Lean Six Sigma - Norbrook Success Story

What Is Lean Six Sigma?

The Roadmap

To Quality and

Customer

Impact

Key Elements of Quality...Customer, Process and Employee

There are three key elements of quality: customer, process and employee. Everything we do to remain a world-class

quality company focuses on these three essential elements.

...the Customer

Delighting Customers

because they define quality. They expect

performance, reliability, competitive prices, on-time delivery, service, clear and correct

transaction processing and more. In every attribute that influences customer perception,

we know that just being good is not enough. Delighting our customers is a necessity.

Because if we don’t do it, someone else will!

...the Process

Outside-In Thinking

Quality requires us to look at our business from the customer’s perspective, not ours. In other

words, we must look at our processes from the outside-in. By understanding the transaction

lifecycle from the customer’s needs

and processes, we can discover

what they are seeing and feeling.

With this knowledge, we can

identify areas where we can add

significant value or improvement

from their perspective.

...the Employee

People create results. Involving all employees is essential to our quality approach. Our company is

committed to providing opportunities and incentives for employees to focus their talents and

energies on satisfying customers.

All our employees are trained in the strategy, statistical tools and techniques of Six Sigma

quality.

The Lean Six Sigma Strategy

To achieve Six Sigma quality, a process must produce no more than 3.4 defects per million opportunities.

At its core, Lean Six Sigma revolves around a few key concepts.

Critical to Quality:

Attributes most important to the customer

Defect:

Failing to deliver what the customer wants

Process Capability:

What your process can deliver

Variation:

What the customer sees and feels

Stable Operations:

Ensuring consistent, predictable processes to improve

what the customer sees and feels

Design for Lean Six Sigma:

Designing to meet customer needs and process capability

Our Customers Feel the Variance,

Customers

don’t judge us on averages, they feel the variance in each transaction, each product we ship.

Six Sigma focuses first on

reducing process variation and then on improving the process capability.

Customers value consistent, predictable business processes that deliver world-class levels of quality. This is what Lean Six

Sigma strives to produce.