The Importance of a Universal Understanding of All Six Sigma Terms
Within Six Sigma culture, just as in any other culture, there are words used that must be defined in order to effectively communicate and avoid confusion. Six Sigma terms are used within the culture to communicate quickly a number of things that might otherwise prove complex and lengthy. By educating others in the work environment what these Six Sigma terms mean, you will be able to move much more quickly than if you had to explain the concept to each person along the way.
Due to the fact that many of the Six Sigma terms rely upon a basic understanding of statistics and engineering practices and concepts, a large number of them overlap into organizational and mathematical theories that cover a broader and larger range of understanding than an average graduate with a business degree would normally encounter. This is why education in the culture is necessary.
One word that is largely misunderstood in the process is the word defect. To most people, this means there is something wrong with the product and it must therefore be rejected. However, within this culture, the word defect means something similar yet different. Because the customer, whether internal or external, decides upon the quality level of the product, anything that does not meet this specific expectation is considered a defect. There may be nothing ‘wrong’ with the product, but if it does not stand up to the expectations of the customers, it is rejected as a defect.
Defects are determined in various ways, including complaints and surveys. As a result of these findings, DMAIC project teams are often used and instituted with the specific intent of enhancing customer delight through the reduction of defects in the manufacturing processes. By defining, measuring, analyzing, improving, and controlling business processes, the goal of zero defects can be, in theory, achieved.
Another of the Six Sigma terms is root cause. When this phrase is used, it is typically in association with 5 Why methodology. Root cause is the most foundational or fundamental cause for any failure in a process. If a defect is present, the fundamental reason it exists or occurred is the root cause. The 5 Why methodology is a way of tracing defects to their root cause. The idea is that if the question “Why?” is asked at least five times, it will help focus in on the fundamental cause or root cause of the defect. By identifying the root cause of a defect first, it can be eliminated from future occurrence by repairing the problem at its root.
Another of Six Sigma terms is the phrase Change Agent. This is a person who initiates and manages the change within a business or company through the various processes and methods within Six Sigma. Typically, these people are ‘take-charge’ kinds of people; highly motivated, very tenacious, and willing to lead. On average, these people are good at understanding how others think and anticipating how they will react to proposed change.
When people are faced with change, they tend to resist as a natural reaction. A Six Sigma change agent will help alleviate those fears and resistance in people and instead illicit cooperation and willingness to make the necessary changes. Much of this takes place by making those who are most resistant to the change become partners through education and training. Often, change agents start out as very unpopular individuals in the business, but end up being given proper accolades for the part they played in achieving business goals.
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