Liz's Bakery Master_kb0428

LIZ’S BAKERY

DEFINE PHASE

EXECUTIVE SUMMARYProblem/Goal Statement

Tollgate Review Schedule

Business Impact

Core Team

Problem: Our customers are experiencing dissatisfaction with our cookies on a growing basis. The company is experiencing a loss of revenue as well as their reputation for a consistent, high quality cookie is being damaged.

Scope: All of the procedures that are associated within the scope of the production and packaging of our cookies.

Goal: We want to reduce the overall customer complaints by 50% and increase associated revenue by $12,000 (annualized) by April 30, 2015.

Business Case: Through isolation of each segment of the process we will be able to determine the root cause of the customer complaints in order to rectify the issues.

We need to determine the root cause of the increase in complaints. Determining the root cause of the complaints can lead to a solution and an increase in revenues.

Financial impact: $12,000 revenue (annualized)

Operational Impact: Reduce complaints in by 50%

Team Member Role Phase Tool

Angela Harrison SME CTQ Tree

Melinda McClouden SME Comm. Plan

Richard Penny SME Project Charter

Kabir Small SME SIPOC

Phase Schedule StatusDefine 2/20/15 Complete

Measure 3/2/15 In Progress

Analyze 3/20/15 Not Started

Improve 4/2/15 Not Started

Control 4/21/15 Not Started

SIPOC DIAGRAMSuppliers Inputs Processes Outputs Customers

Store

Outside Vendors Shopping Storage

Wholesalers Purchase Order

All Ingredients Warehouse

Raw Material Supplier

iCommercial Equipment

Equipment/Utensils

Store Supplier Raw Materials

Cookie Dough Storage

Wholesalers Recipes Oven

i

Supplier OvenFinish

Product for Packaging

Packaging/ Dept

Machine

i

U-Line Machinery Delivered Goods Shipper

Raw Materials

Received for Processing

Materials used for Mixing

Baking

Packaging

AFFINITY DIAGRAM

CTQ TREE

Premium

Cookies

Fresh

Appearance/

Size

Flavorful

• Bake Date• Delivery Time• Fresh ingredients• Hardness

• Number ingredients

• Bake Time• Cookie Thickness

• Fresh ingredients• Bake Time• Bake Temp• Amount of

Ingredients

• Time• Time• Time• Time/

Count

• Count/Recipe

• Time• Count

• Time• Time• Count• Count/

Recipe

Characteristics MeasureNeed Driver

COMMUNICATION CONNECTIONCommunication Purpose Audience Author Vehicle Frequency

Status ReportsTo keep key stakeholders informed of progress, issues, and solutions.

CCS Marketing management, client contact

Project manager CSU Email Monthly

Team meetingsTo ensure all team members are apprised of progress, changes, and current priorities Project team members Project manager Face-to-face

Weekly, Wednesdays 9:00 – 10:00

Email Communications

Non-Urgent - To distribute meeting minutes, alert team members to document changes posted, share information and answer questions between meetings.

Project Team members, Client contact, CCS Marketing management

Project team members, Client contact, CCS Marketing management

Email As needed

Phone/ in-personEmergencies/ things that require immediate attention Project team members Project team members

Instant Communication - Text - Phone - On site Meetings

As needed

Shared Project Folder Retains all current project documentation. Project team members

Project Manager, project team members <Shared Folder Location>

Upload revisions within 24 hours of the change.

Webex conferences

To ensure all team members are apprised of progress, changes, and current priorities. Allows file sharing and does not requires on sight meeting.

Project Team MembersProject Manager, project team members Web communication Weekly

GroupMe Retains all current project documentation. Project team membersProject Manager, project team members Mobile commonnication app As needed

GANTT CHART

MEASURE PHASE

EXECUTIVE SUMMARYKey Findings


Key Graphic

Core Team

Phase Schedule StatusDefine 2/20/15 CompleteMeasure 3/2/15 Complete

Analyze 3/20/15 In ProgressImprove 4/2/15 Not Started



Angela Harrison SME Process map

Melinda McClouden SME

Customer Complaint C & E

Richard Penny SME Data collection

Kabir Small SME KPIV, KPOV

Objective: To determine the

measurements which caused an

increase in complaints and a decrease

in revenue.

Key Findings: The bake temperature is

out of the upper and lower

specification limits.

Bake Temp

Storage

Sufficient

Q.A.

Cooling

BakingStagingMixingStaging

Distribution

Exit Proces

s

StartReceive

Raw Materials

Packaging SufficientQ.A.

Exit Proces

s

Exit Proces

s

DETAIL PROCESS MAP – NON VALUE ADD (NVA) ANALYSIS

4/15 (28%) activities are value-added

People Process

Environment

Products

Customer Complaint

s

Skills

Standard Process

External storage conditions

Ordering

Timing of customer orders

Storage area

Oven

Lack of training

Multiple recipes

Measurement inaccuracies

High turnover

Capacity

Temperature

Difficult to use

Quality of Ingredients

Delivery schedule

Ingredients

Equipment

DATA COLLECTION PLAN

PROCESS BASELINE: COOKIE HARDNESS (KPIV)

4191

341

920

4192

741

934

4194

141

948

4195

541

962

4196

941

976

4198

341

990

4199

742

004

4201

142

018

4202

542

032

4203

942

046

4205

342

060

4206

642

073

4208

042

087

4209

435

40

45

50

55

60

65• Process in

control

• Process capable (control limits inside of spec limits)

• All data outside spec limits (green lines) are potential complaints

Old Facility

UCL

USL

LSL

LCL

PROCESS BASELINE: BAKE TIME (KPIV)

4191

341

917

4192

441

930

4193

741

943

4195

041

956

4196

341

969

4197

641

980

4198

741

993

4200

042

006

4201

342

019

4202

642

032

4203

942

043

4205

042

056

4206

342

068

4207

542

081

4208

842

094

9.3

9.5

9.7

9.9

10.1

10.3

10.5

10.7

• Process in control



Old Facility

UCL

USL

LCL

LSL

PROCESS BASELINE: BAKE TEMPERATURE (KPIV)

4191

341

917

4192

441

930

4193

741

943

4195

041

956

4196

341

969

4197

641

980

4198

741

993

4200

042

006

4201

342

019

4202

642

032

4203

942

043

4205

042

056

4206

342

068

4207

542

081

4208

842

094

325330335340345350355360365370375

• Process is out of control (non-random pattern in data)



Old Facility

UCL

USL

LSL

LCL

PROCESS BASELINE: COOKIE WEIGHT (KPIV)

4191

341

917

4192

441

930

4193

741

943

4195

041

956

4196

341

969

4197

641

980

4198

741

993

4200

042

006

4201

342

019

4202

642

032

4203

942

043

4205

042

056

4206

342

068

4207

542

081

4208

842

094

30

30.5

31

31.5

32

32.5

33

33.5




Old Facility

UCLUSL

LSLLCL

PROCESS BASELINE: TASTE (KPOV)

01-O

ct-14

09-O

ct-14

17-O

ct-14

25-O

ct-14

02-N

ov-1

4

10-N

ov-1

4

18-N

ov-1

4

26-N

ov-1

4

04-D

ec-1

4

12-D

ec-1

4

20-D

ec-1

4

28-D

ec-1

4

05-Ja

n-15

13-Ja

n-15

21-Ja

n-15

29-Ja

n-15

06-F

eb-1

5

14-F

eb-1

5

22-F

eb-1

5

02-M

ar-1

5

10-M

ar-1

5

18-M

ar-1

5

26-M

ar-1

580.00

82.00

84.00

86.00

88.00

90.00

92.00

94.00

96.00

98.00

Old Facility

LSL

Taste (Max 100, Min 90)

PROCESS BASELINE: COOKIE HARDNESS (KPIV)

4191

341

917

4192

341

929

4193

541

941

4194

541

951

4195

741

963

4196

941

973

4197

941

985

4199

141

997

4200

142

007

4201

342

019

4202

542

029

4203

542

041

4204

742

053

4205

742

063

4206

942

075

4208

142

087

4209

137.5

42.5

47.5

52.5

57.5

62.5




New Facility

UCL

USL

LSL

LCL

PROCESS BASELINE: BAKE TIME (KPIV)

4191

341

917

4192

341

929

4193

541

941

4194

541

951

4195

741

963

4196

941

973

4197

941

985

4199

141

997

4200

142

007

4201

342

019

4202

542

029

4203

542

041

4204

742

053

4205

742

063

4206

942

075

4208

142

087

4209

19.4

9.6

9.8

10

10.2

10.4

10.6




New Facility

UCL

USL

LSL

LCL

PROCESS BASELINE: BAKE TEMP (KPIV)

• Process out of control (non-random pattern in data

• Process not capable (control limits outside of spec limits


4191

341

917

4192

441

930

4193

741

943

4195

041

956

4196

341

969

4197

641

980

4198

741

993

4200

042

006

4201

342

019

4202

642

032

4203

942

043

4205

042

056

4206

342

069

4207

642

082

4208

9337.5

342.5

347.5

352.5

357.5

362.5New Facility

UCL

USL

LSL

LCL

PROCESS BASELINE: COOKIE WEIGHT (KPIV)

4191

341

917

4192

441

930

4193

741

943

4195

041

956

4196

341

969

4197

641

980

4198

741

993

4200

042

006

4201

342

019

4202

642

032

4203

942

043

4205

042

056

4206

342

069

4207

642

082

4208

930.5

31

31.5

32

32.5

33

33.5• Process out of

control (non-random pattern in data

• Process not capable (control limits outside of spec limits

• All data outside Spec limits (green lines) are potential complaints

New Facility

UCL

USL

LSL

LCL

PROCESS BASELINE: TASTE (KPOV)

01-O

ct-14

09-O

ct-14

17-O

ct-14

25-O

ct-14

02-N

ov-1

4

10-N

ov-1

4

18-N

ov-1

4

26-N

ov-1

4

04-D

ec-1

4

12-D

ec-1

4

20-D

ec-1

4

28-D

ec-1

4

05-Ja

n-15

13-Ja

n-15

21-Ja

n-15

29-Ja

n-15

06-F

eb-1

5

14-F

eb-1

5

22-F

eb-1

5

02-M

ar-1

5

10-M

ar-1

5

18-M

ar-1

5

26-M

ar-1

589.00

90.00

91.00

92.00

93.00

94.00

95.00

96.00

97.00

98.00

99.00


New Facility

ANALYZE PHASE



Key Graphic

Core Team


Analyze 3/20/15 Complete

Improve 4/2/15 In Progress



Angela Harrison SME List of Sig. Inputs

Melinda McClouden SME C & E Matrix

Richard Penny SME Scatterplot

Kabir Small SME Hypothesis Test

Bake Temperature

Objective: We identified the bake temperature was initially found to be within the specification limits. The KPIV revealed that the bake temperature was random and out of specification.

There is a gap between the current and desired performance of the bake temperature. This critical input drove complaints that must be improved.

SCATTERPLOT BAKE TEMPERATURE

18-Sep-14 07-Nov-14 27-Dec-14 15-Feb-15 06-Apr-15 26-May-15320.0325.0330.0335.0340.0345.0350.0355.0360.0365.0370.0

Old Facility

CAUSE AND EFFECT MATRIX

Topic Date 3/30/2015 Team Leader

C&E Matrix Outputs TASTE HARDINES

S

Output Weighting 10 5

Ref. Inputs

1 PROPER BAKE TEMP 8 9 125

2 PROPER BAKE TIME 9 9 135

3 COOKIE WEIGHT 3 9 75

4 RECIPE 7 8 110

5 FRESH INGREDIENTS 8 2 90

0

Complaints

Weighted Value of INPUT

Rate the effect of each Input on Each Output

Sum of Input association with each Output 350 0 185 0 0

HYPOTHESIS TESTING

Sample 1 Mean: 94.97

Sample 1 Sample Size: 262


Sample 2 Sample Size: 262Sample 1 Standard Deviation: 1.442Sample 2 Standard Deviation: 2.930

P-Value: 0.000

Recommendation: Sample 1 IS different from Sample 2 to within your confidence level.

Taste Old/New Facility

HYPOTHESIS TESTINGType of test (1 = Paired t, 2 = 2-sample t): 1

Paired t test requires both samples to have equal sample sizes.

Desired Confidence (e.g., 95%): 95%

1- or 2-tail test (default is 2-tail): 2

Sample 1 Mean: 9.98




Sample 1 Standard Deviation: 0.166

Sample 2 Standard Deviation: 0.344

P-Value: 0.231

Recommendation: Sample 1 IS NOT different from Sample 2 within your confidence level.

LIST OF SIGNIFICANT CAUSES

Hypothesis

TestedPotential X's Measurable

(Yes/No)Sourceof 'X'

Data Source Comments

DataType

Yes Bake Temp Yes Fishbone Bake temp is the problem

Continuous

No Bake Time Yes Graphical Tools

Continuous

No Cookie Weight Yes C&E Metrics Continuous

No Recipe No C&E Metrics Continuous

No Freshness No C&E Metrics Continuous

No Ingredients Yes Fishbone Attribute

IMPROVE PHASE



Key Graphics

Core Team


Analyze 3/20/15 CompleteImprove 4/2/15 Complete

Control 4/21/15 In Progress


Angela Harrison SME Future State Process Map

Melinda McClouden SME Quick Hits

Richard Penny SME Pilot Plan

Kabir Small SME Graphical Analysis

Objective: Liz Bakery identified potential solutions through data analysis of the key process variables.

To develop and implement improvement tools using innovative solutions to improve the baking process.

Project Benefit: Reduced complaints by 50%

CriteriaReduce Customer Complaints + + + + 10Improve Taste + S + + 8

Increase Sales + + S S 9Organizational Excellence S S + S 5Productivity S S + S 4Lean Iniatives + + + + 3Continuous Process Improvement + S + + 3

Sum of Positives 5 3 6 4Sum of Negatives 0 0 0 0Sum of Sames 2 4 1 3

Weighted sum of Positives 33 22 33 24Weighted sum of Negatives 0 0 0 0Total Weighted Score 33 22 33 24

PUGH MATRIX

CriteriaReduce Customer Complaints + + + + 10Improve Taste + S + + 8

Increase Sales + + S S 9Organizational Excellence S S + S 5Productivity S S + S 4

Lean Iniatives + + + + 3Continuous Process Improvement + S + + 3

Sum of Positives 5 3 6 4Sum of Negatives 0 0 0 0Sum of Sames 2 4 1 3

Weighted sum of Positives 33 22 33 24Weighted sum of Negatives 0 0 0 0Total Weighted Score 33 22 33 24

Better +Same SWorse -

Concept Legend

QUICK HITS

PILOT PLAN Pilot Test Action Item Success

CriteriaAssigned

To Schedule

1Change thermostat on 10 ovens

Oven Temp within spec limit

Maintenance 3/21/15

2 Calibrate 10 ovens

Ovens are now within spec limits

Maintenance 3/22/15

3Oven temp taken once per hour during 1st shift

Oven temp within spec limit

Oven Operator

3/23-3/30/15

4Oven temp taken once per hour during 2nd shift

Oven temp within spec limit

Oven Operator

3/23-3/30/15

Issue: Baking Temp

PROCESS IMPROVE: COOKIE HARDNESS (KPIV)

4209

642

096

4209

742

097

4209

842

098

4209

942

099

4210

042

100

4210

342

103

4210

442

104

4210

542

105

4210

642

106

4210

742

107

4211

042

110

4211

142

111

4211

242

112

4211

342

113

4211

442

114

30.5

35.5

40.5

45.5

50.5

55.5

60.5

65.5• Process in control



Old Facility

UCL

USL

LSL

LCL

PROCESS IMPROVE: BAKE TIME(KPIV)

4209

642

096

4209

742

097

4209

842

098

4209

942

099

4210

042

100

4210

342

103

4210

442

104

4210

542

105

4210

642

106

4210

742

107

4211

042

110

4211

142

111

4211

242

112

4211

342

113

4211

442

114

99.29.49.69.810

10.210.410.610.8




Old Facility

UCL

UCL

USL

LSL

PROCESS IMPROVE: BAKE TEMPERATURE (KPIV)

4209

6

4209

7

4209

8

4209

9

4210

0

4210

3

4210

4

4210

5

4210

6

4210

7

4211

0

4211

1

4211

2

4211

3

4211

4

335

340

345

350

355

360

365• Process in

control



Old Facility

UCL

USL

LSLLCL

4209

6

4209

7

4209

8

4209

9

4210

0

4210

3

4210

4

4210

5

4210

6

4210

7

4211

0

4211

1

4211

2

4211

3

4211

4

30.5

31

31.5

32

32.5

33

PROCESS IMPROVE: COOKIE WEIGHT(KPIV)




Old Facility

UCLUSL

LSLLCL

PROCESS IMPROVE: TASTE (KPOV)

28-M

ar-1

5

30-M

ar-1

5

1-Apr

-15

3-Apr

-15

5-Apr

-15

7-Apr

-15

9-Apr

-15

11-A

pr-1

5

13-A

pr-1

5

15-A

pr-1

5

17-A

pr-1

5

19-A

pr-1

5

21-A

pr-1

5

23-A

pr-1

5

25-A

pr-1

5

27-A

pr-1

5

29-A

pr-1

589.00

90.00

91.00

92.00

93.00

94.00

95.00

96.00

Taste (Max 100, Min 90)Old Facility

PROCESS IMPROVE: COOKIE HARDNESS (KPIV)

4209

642

097

4209

842

099

4210

042

103

4210

442

105

4210

642

107

4211

042

111

4211

242

113

4211

442

117

4211

842

119

4212

042

121

4212

4

35

40

45

50

55

60

65• Process in

control



New Facility

UCL

USL

LSLLCL

PROCESS IMPROVE: BAKE TIME (KPIV)

4209

6

4209

7

4209

8

4209

9

4210

0

4210

3

4210

4

4210

5

4210

6

4210

7

4211

0

4211

1

4211

2

4211

3

4211

49

9.2

9.4

9.6

9.8

10

10.2

10.4

10.6

10.8• Process in

control



New Facility

UCL

USL

LSL

UCL

PROCESS IMPROVE: BAKE TEMP (KPIV)

4209

6

4209

7

4209

8

4209

9

4210

0

4210

3

4210

4

4210

5

4210

6

4210

7

4211

0

4211

1

4211

2

4211

3

4211

4335

340

345

350

355

360

365• Process in

control



New Facility

UCL

USL

LSL

LCL

4209

642

096

4209

742

097

4209

842

098

4209

942

099

4210

042

100

4210

342

103

4210

442

104

4210

542

105

4210

642

106

4210

742

107

4211

042

110

4211

142

111

4211

242

112

4211

342

113

4211

442

114

30.5

31

31.5

32

32.5

33

33.5

PROCESS IMPROVE: COOKIE WEIGHT (KPIV)




New Facility

UCL

USL

LSL

LCL

PROCESS IMPROVE: TASTE (KPOV)

2-Apr-15 6-Apr-15 10-Apr-15 14-Apr-15 18-Apr-15 22-Apr-15 26-Apr-15 30-Apr-1589.00

90.00

91.00

92.00

93.00

94.00

95.00

96.00


LSL

New Facility

IMPROVED BAKE TEMPERATURE

340.0

342.0

344.0

346.0

348.0

350.0

352.0

354.0

356.0Old Facility

FUTURE STATE PROCESS MAP

StorageSufficient

Cooling4

minutes

Bake time10

minutes

Put dough on

pansMixing

Distribution

Exit Proces

s

StartReceive Raw Materials

Cookies are sent to

be packaged

Place Order

Check Quality of Ingredients

Yes

No• Refrigerated items

stored at 41 degrees

• Frozen item stored 32 degrees

• Temperature Check

StagingPreheat

Oven350o

• Recipe• Pull only the

needed recipe ingredients

• Prep ingredients• Pan Size• Prep 10 baking

pans per oven

Defective

Cookies

Yes

Exit Proces

s

Exit Proces

s

No

Check Cookie Quality

Sufficient

• Ingredients• Recipe• Mixing time• Mixer

CONTROL PHASE



Key Graphics

Core Team

Phase Schedule Status

Define 2/20/15 CompleteMeasure 3/2/15 Complete

Analyze 3/20/15 CompleteImprove 4/2/15 Complete

Control 4/21/15 Complete


Angela Harrison SME Control Plan

Melinda McClouden SME Implementation

Plan

Richard Penny SME S.O.P.

Kabir Small SME Primary Metric

Objective: Control measures in place to

ensure future performance for KPIV

out of specifications.

Project benefits: Customer complaints

reduced by 61%.

CONTROL PLAN TEMPLATEPROJECT NAME DIVISION Team Members DATE

Improve Bake Temperature Operations Angela Melinda 4/21/2015

PROJECT SPONSOR SERVICE AREA / FUNCTION / SERVICE Richard Kabir

Angela Harrison Food Service/Food Preparation

Control Action

NumberControl Action Responsible

Individual

Applicable Control Charts and Metrics

Freq. Process Step

Target Value

Upper Control

LimitLower Control

Limit Reaction Plan

1 Monitor baking temperature Baker Continuously Baking 350.0 355.0 345.0 Baker adjust temp if needed

2 Measure Oven Temperature Baker Hourly Staging 350.0 355.0 345.0 Baker adjust temp if needed

3 Check oven caliberation Engineer Monthly None 350.0 355.0 345.0 Recalibrate oven

4 Automatic Shut-off Oven As needed Baking 10.0 10.00 10.00 Oven shuts-off

5 High/Low Temperture Alarm Oven Per Batch Baking 350.0 355.0 345.0 Alarm sounds notifying there's a problem

STANDARD OPERATING PROCEDURESControl Item Procedure Who When

Oven Operation Train all bakers and assistants Master Bakers Upon hiring

and quarterly

Measure oven temp

Monitor oven for correct tempAlert maintenance and management for constant issues

Bakers and assistants Per batch

Oven calibrationCheck oven calibrationAlert management with issues

Maintenance Monthly

Auto shut offOven will shut downPull cookies

Bakers Per batch

High/Low temp alarm

Alarm sounds for temps out of zoneCookies pulledmanagement alerted

Bakers Per batch

IMPLEMENTATION PLANPROJECT NAME DIVISION

Team Members DATE

Liz Bakery Angela Harrison

Richard Penny

Thursday, April 29, 2015

PROJECT SPONSORSERVICE AREA / FUNCTION / SERVICE

Melinda McClouden Kabir Smalls

Melinda McClouden

Implementation Number

SolutionControl Action

NumberImprovement

Action

Responsible

Individual/ Solution Owner

Issues/Barriers Risk Mitigation

Target/ Actual

Complete Date

Current Status/ Comments

1 High / Low Temp Alarm 5

Alarm notifies bakers of potential issue

MELINDAInstallation and cost of alarm

Prevent over cooking 4/20/15 Completed. No

Issues

2 Revised Standard Operating Procedure

Ensure operating procedures are standardized

ANGELANot adhering to revised SOP

Further issues with

complaints4/15/15 Completed. No

Issues

3 Oven Maintenance plan

Create plan to maintain properly operational oven

KABIR Production Shutdown

Prevent ovens from having breakdowns

4/18/15 In process.

4 Install Oven Automatic shut-off 4 Prevent over

cooking RICHARDInstallation and cost of shut-off switch

Prevents improper cooking

4/21/15 In process.

5 Oven check 3 Maintain proper oven temperature ANGELA Scheduling

the checksPreventing

temperature variations

4/8/15Completed.

Increased to weekly process.

6 Implement Monthly Collaboration Continuous

improvement MELINDAScheduling the meetings

Hinders continuous

improvement4/11/15

Completed. Increased to weekly

process.

PRIMARY METRIC CHART

01-O

ct-14

15-O

ct-14

29-O

ct-14

12-N

ov-1

4

26-N

ov-1

4

10-D

ec-1

4

24-D

ec-1

4

07-Ja

n-15

21-Ja

n-15

04-F

eb-1

5

18-F

eb-1

5

04-M

ar-1

5

18-M

ar-1

5

01-A

pr-1

5

15-A

pr-1

5

29-A

pr-1

50

10

20

30

40

50

60

70

Complaints

Complaint baseline = 57 per shift

Complaint improved = 22 per shift

Documents

Liz's Bakery Master_kb0428