Case Study:John Smithers

Presented By:

Lilian Ho & Cynthia Lam

Chronology

Sigtek acquired by new owner Telwork (1st quarter 2001)

Telwork formulates Six Sigma Quality Program (Feb)

Smithers (engineering) & Murphy (operations) sent as instructors to Six Sigma

Smither & Murphy start training sessions at Sigtek in September

Six Sigma Quality Program

Goal is to:- Improve product quality- Encourage better management practices- Gather all of the scattered and diverse

companies

Six Sigma (cont.)

Outcome of Training Sessions at Sigtek:- No questions/response from senior managers

during presentation- Lack of support & understanding from Patricof- Workers’ enthusiasm dampened by delays

caused by senior managers, namely Patricof

Organizational Level

Sigtek is split into 2 groups - Engineering & Manufacturing Operations - under weak leadership of Bradley

Overall management style is autocratic & largely unresponsive to worker concerns

Untrusting environment, low morale (4 rounds of layoffs)

Senior managers not committed to changes they were preaching

Departments not united to achieve new goals

Problem Statement

Organization not united to achieve its goal – to increase sales in the face of growing competition & changes in consumer purchases

Six Sigma is used as a tool for achieving this – senior management not supportive & committed to changing

Lack of communication between senior management and workers’ needs

Low morale - 4 rounds of layoffs

What Smithers should do before?

Involve senior management in the meeting or training session of Six Sigma program

Gain more support through his mentor, Cross Awareness of the program will increase once

senior management is involve Believe in the program Unite departments towards common goal

What Smithers can do now?

Persuade & educate Patricof to believe in Six Sigma to gain his support

How to persuade Patricof?

Explain in detail to Patricof about the effectiveness of Six sigma

Set goals within a time period to prove the effectiveness of the Program

Show him example on how other company improved by the program

What Smithers can do now?

Persuade & educate Patricof to believe in Six Sigma to gain his support

Periodic meeting with Patricof to update the effectiveness of the program

Make everyone involved proud to be in the Sigma Program

Provide a training session for the senior management

Conclusion

Every employee feels empowered to move organization towards achieving its goal

More commitment from all levels Individual level – bridge between the

upper management and workers More trusting work environment with high

morale