Case Study Your best friend just bought a fast food location. He was told by the

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Case Study Your best friend just bought a fast food location. He was told by the previous owners it was a lucrative location generating $5,000 a month of net income. Your friend pulled together all of his cash and was able to finance the balance to open the business. He enjoyed fantastic profits for the first 4 weeks beyond expectations but then business dropped off a cliff. His customer volume decreased 75% in the first month of business. His net income has dropped to $1625 a month and is ready to close the doors before he starts his 4th month. He is lost, has no idea what happened and why he lost customers so quick. You were discussing the problem at a super bowl party so you told him you are taking a LSS class at ASU and you can help him fix his process. Your friend is in! He has employed you to fix his business as your first project. He tells you nothing is off limits. You won't hurt his feelings nor is he in love with anything in the location. He just needs to make money again. You have free reign to do whatever it takes (as long as it's safe and ethical) to regain the customer volume he enjoyed in the opening weeks. Lucky for you....you took your family to dinner when it opened and had an opinion. You have also heard some things as you walk around town. The food is delicious! Taste and quality isn't the issue. But....your son ordered fries and he received onion rings....your wife ordered a burger with no mayo and it had extra mayo on it. Service was slow. The sign and exterior looks like it is family friendly establishment but inside the crowd was rumored to be rough and vulgar at times. Not to mention it takes 45 minutes to get an order of fried pickles!!! The overall word on the street was the food is great but too many things need to be fixed plus the place has an "identity crisis" Now the ball is in your court. You have just learned about the define phase of a project. How will you kick off the project? What are the first steps to fix your friends business? What tools will you use and why? What do you hope to learn by deploying the tools? When scoping your project keep a couple of facts in mind. Your friend is low on cash so additional investments need to be kept to a minimum. Each phase of the project should satisfy the expectations for each phase. Phase expectation are found in the Intro to Define, Intro to Measure, Intro to Analyze, Intro to improve decks in the learning material. Now it's time to launch a DMAIC project to fix all your friends problems. I'm not going to give any advice on direction. (There are many directions to take, and ways to define the scope of the project. I can think of 6 off the top of my head) that is for you to figure out. This case study was chosen because YOU are the customer. Solicitine To review the deliverable: Show an understanding of the DMAIC process as it's presented each week Identify the tools you would use for each process step 4. Give the following for each tool you identify: Why did you pick the tool? What do you hope to learn from the tool's data? How will this data help advance the project? What solutions do you have or do you have a need to dive deeper? a. b. c. d. i. If further analysis is needed what tools will you use and why? What are next steps for the next phase? e.

Explanation / Answer

DMAIC->DEFINE -MEASURE-ANALYZE-IMPROVE-CONTROL

1.It is used to improving,optimizing, and stabilizing business process and design

2.It is a core tool used to drive 6 sigma project

3.It is a logical and structured approach in problem solving and process improved

DEFINE: In this we had a specific target that to know why customers decreased and how to get back into form

So, that we have to take voice of customers and we decide critical to quality.

Measure: we have to measure existing system and to know root causes for it and try to eliminate them

For this we can use different tools like flow chart which gives clear understanding of the process followed earlier and to change it

ANALYZE: The system is analyzed in this phase to identify the way to eliminate the gap between current and required performance

For this we use Fishbone diagram it is one of the important tool to find the root cause . It consists of head, branch and sub-branch which represents effect, cause and reason

IMPROVE PHASE: The purpose is to identify,test and implement a solution to the problem whether Ina factor or in a whole process.

In this phase I try to find a solution which is cheaper, better and faster.

Tools used are brain stroming, Design of experiments by knowing tastes of different people we can change the menu as required.

CONTROL:The purpose of this phase is to control the new improved system

We can use tool like control chart for it to predict that improved system is in our control or not.

The tools are the key they will help to compare where we are lagging and where we are perfect so, that in advance we can change anything we want.

I combinedly answered all your questions.

Thank you.

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