Dialog Six Sigma Case Study Halili Group

8/13/2019 Dialog Six Sigma Case Study Halili Group

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IMPLEMENTING SIX SIGMAVIA TOTAL QUALITY

MANAGEMENT

Improving process method in

Bank Simpanan Nasional- A Case Study -


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Opening :

The Presentation we provide is a problemoccurring at the counter in Bank SimpananNasionals (BSN) mini branch in Merbok,Kedah and how these problem will besolved based on the concept of six sigma.


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Daughter of a deceased account holderapproach the counter officer to closed hermothers account and withdraw the moneyin Merbok, Kedah.

Based on the current Procedures, allsignature card of an account must be keptby the main branch in that state. In thiscase, Alor Setar, Kedah

Situation 1


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The customer went home and

write a complaint letter toCustomer Service Division inBSN HQ, Kuala Lumpur.


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Situation 2

The complaint had drawn the attention ofthe BSN Operation Director and bring this

matter to discuss with the RiskManagement Director who handles thequality, procedures and R&D.


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BSN have adopted TQM program, the Six Sigma approach

and quality values in the working environment since 2004.

In brief, TQM emphasizes continuous improvement, aphilosophy of "doing it right the first time" and striving for zero

defects and elimination of all waste.

It is a concept of using quality methods and techniques tostrategic advantage within organisation. The main important

thing is that the organisation has to sustain and dicipline in

quality practices.

While Six Sigma is the approach that seeks to find

improvements and eliminate causes of defects and errors in

manufacturing and service process by focusing on outputs that

are critical to customers and results in a clear financial return

for the organization.


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Customer loyalty, internal and external

customer satisfaction and business

performance are keys to the success of ourorganization. All of these factors are

essential to maintain the existence of BSN

as a government financial institution


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With TQM approach, they should formedcommittee consisting of subject matter expertsfrom various job functions or cross functionalprocesses. Let they viewed this problem as awhole process from attending customer at the

counter until the customer leaves the counter withsatisfaction.

Next, Six Sigma approach is used to identify

deficiencies in each step in the process of deathclaims of depositors. They practice the DMAICproblem-solving approach.


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Customer

Counter/Branch

Main Branch

Archive/Store

Manager

Mailing

Cross Function Flow : Deceased Acc Holder

Time


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Define, Measure, Analyze, Improve and Control.

Define

Identify priorities and needs of customers.Identify the internal and external policies involved.Identify the impact on the organization, the business objectives

and quality of service.

Measure

Identify the number of complaints received.Identify the current processes involved and the turn around time(TAT).Identify defected step or steps involved in the current processes

and the amount of defects.

Analyze Determine causes of errors or defects by using the Ishikawa

Diagram (Cause & Effect Diagram a.k.a. The Fish Bone

Diagram).Understanding the causes.

Improve Optimize the current process based upon data analysis.Correct or re-evaluate potential solution.Use of FMEA or Poka Yoke technics.

Control Define and validate monitoring and control system.Develop standard operating procedures.Verify benefits, cost-savings, avoidance and profit growth.


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Machine Environment

Policies

Methods Employee


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BSN is using monochrome terminal or dumb

terminal. BSN management should invest inthe latest technological by using document

scanner, and multimedia terminal base.

Risk Management will distribute the latestregulation, directives and guidelines.

Any request for information, can be viewed

and print the documents from the server andattached to the application.


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All new customers information should bekeyed in and stored during opening ofaccount.The using of biometric thumb print scannerwill be linked to the correct and specificcustomers account.

As for the existing customers, all information

needs to be updated into the system whenthe customer present at the counter.


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The lady in Merbok should have no

problems to take her mothers money in

BSN Mini Branch anymore.


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hank You

Documents

Dialog Six Sigma Case Study Halili Group