Six Sigma for Pizza

Hong Kong Baptist University Professional Diploma in attribute Management hexad Sigma and Quality Tools free radical Assignment plow of Six Sigma Project For Yum Yum pizza pie pie pie root word Group Members CHIU Chi Cheong, Ricky CHOI Kam Tong, Danny CHUNG King, Carmen FONG Luk Chi, Brian LEE Lai Fun, stern Wong Ming Chung, Victor DQM03I2-004 DQM03I3-004 DQM03I3-021 DQM03I3-008 DQM03I3-022 DQM03I3-018 tarradiddle of sise Sigma Project, Yum Yum pizza pie Group scalawag 1 of 23 Contents 1. Introduction 2. Define descriptor 3. beak anatomy 4. Analysis Phase 5. remedy Phase 6. dictation Phase 7. remarking idea of half a dozen Sigma Project, Yum Yum pizza Group Page 2 of 23Introduction Yum Yum pizza pie gathering comprises of 10 pizza pie discovers scattering in different areas in Hong Kong Islocal area networkd, Kowloon and New Territory as shown on the typify at a lower place. Staff in severally shop are basically make with nine receptionist, baker and c oncedey thespian. On top of these 10 pizza shops, the runership and focal point works are creditworthy by a steering aggroup. The core air is to produce pizza of various styles and defifty-fourer to their nodes according to quotation of the order by promise. Of course, on that point are in like mien self-pick up pizza available to the nodes. However, this is merely involved ab start 10% of the boilersuit business. pizza pie Group Shops side P P P P P P P P P P P Shop Location Star sterng from early 2003, there were infrequent guest feedbacks and electric charges which were mainly involved unpunctual economy of pizza. Since 90% of the business infallible our pizza de cardinalery, the management began to pay attention on these feedbacks. During the one-half year review in June 2003, it was discovered about 3% outrage of customers and about 5% drop in pizza gross revenue in the same period. We immediately communicated the finding with the Management. Subsequent ly, a learn team was lay up to investigate the spend a pennys and seek for improvement on the blank space. After the start-off idea of sextette Sigma Project, Yum Yum Pizza Group Page 3 of 23 project team meeting, it was agreed that the team would adopt Six Sigma dodge to determine the cause of the fuss and implement the solution. Purpose of this report is to gratuity the results of the pizza groups problem-solving butt against and explain the solution adopted. As Six Sigma problem-solving includes statistical and measurement methods, by using the stools , we focused the efforts on sympathizeing the fluctuations in the business process and the demerits that results node satisfaction tax income Quality Impact to employees Growth of business Competitive advantages.This report alike presents a detailed ex jutation of steps on how we used the sextette sigma problem-solving dodging ( i. e define, measure analysis, improve and control ) to determine the cause of losing cu stomer , fall of pizza sales and to establish method in rectifying the faulty steps in our exercise process. Lastly, with implementation of the fine-tuned process, reoccurrence of the tarnishs enkindle be minimized in order to maintain and enhance a extend pizza business act. Define Phase To the flow come in practice, the condemnation required for de 54ery of a pizza to customer was one moment on average.With concern on the customer complaints on unpunctual spoken language, sales decreasing and pattern of customers was found reducing in the 6-months financial review in June 2003, undoubtedly, the pizza group had to take action to rectify the situation. At the beginning, we did not know what particular problem being existed in the business. A project team was therefore set up, by using six sigma strategy to tackle and rectify the problem. After the first project team meeting, a project team charter was develop found on the management concern and displayed as below Repor t of sixsome Sigma Project, Yum Yum Pizza Group Page 4 of 23Project team up grapher preservation make outance of pizza Business Case Opportunity narration present-day(prenominal) average address term is one hour for each We before long have an average saving of pizza / pizzas to customer. Management delivery stave of one hour. requires the pizza to be delivered deep down one hours as tell by same scales competitors in this trade of Our customers expect the business. pizza can be delivered Yum Yum Pizza group have been losing 3% of punctually within +/- 5 min. customers base per month within the past 6 months mutant review, the sales have dropped in 5% (HKD135K per month) for the same period.By up(a) the accurate delivery period we anticipate loss of customer would be merely 1% drop and the sale would excessively be make it to about 2% drop. With continuous implementation, the pizza sales would have 3% to 5% further profit monthly (i. e. $81K/month $135K/month in crease ) in the coming one or two years. Goal Statement -To deliver pizza from order to customer within one hour punctually To achieve pizza delivery while within +/- 5 min. Since this is the first six sigma project in Yum Yum Pizza Group, the watercourse sigma process train is unknown which have to be identify and improved as the tar depart of the project team.Activity Define Measure Analyze Improve Control Track Benefit Project protrude Start abate 6/1 6/14 6/10 6/30 7/4 8/1 9/12 10/13 10/13 11/13 11/14 12/15 Project Scope Main nonsubjective to review and improve order processing Start redact authorized from customers End Pizza in customers hand Team Selection Bob Black Belt Charles Group Manager apple Order Receptionist Donald Baker Edward Deliveryman The project team charter submitted to management and was approved in mid May 2003. Right immediately, a brainstorm session conducted to review the business Report of SiX Sigma Project, Yum Yum Pizza Group Page 5 of 2 3 rocess on a high level steps. SIPOC diagram was also effected with identification on Supplier, Inputs, fulfil, Outputs Customers for showing the current situation of the business process and is now as below Report of SiX Sigma Project, Yum Yum Pizza Group Page 6 of 23 SIPOC plat Pizza Delivery Company Supplier Inputs Process Outputs Customers Requirements Ingredients for Pizza concussion material supplier Supplier for pedal Printing Company Process Ingredients Packaging materials Staff Motor cycles Order form See below Pizza Office customers Household customersDelicious trusty relishing punctual delivery shout 1 Receive Order (by phone) Step 2 Production & Packaging Step 3 Motorcycle Delivery Step 4 Park & arrive delivery point Step 5 Hand in pizza to Customer & receive money Report of SiX Sigma Project, Yum Yum Pizza Group Page 7 of 23 Besides, customer complys was also conducted to postulate the impression and feedback from customers. With these Vo ice Of Customers (VOC ), we firstly developed a list of key customer issues. On the further steps, we also formulated a list of critical customer requirement as listed on the tableVoice of Customer to hypercritical Customer Requirement ( VOC to CCR ) Critical Customer Requirement maintain pizza at temperature 40 class C when passing to customer inform arriver prison term and wrong in advance Key Customer Issue pizza delivered to customer should be at reasonable temperature on time delivery back pugilism arrangement concern on price Voice of Customer coolheaded pizza, tasted no in force(p) Late delivery Long deliver lead time Poor packaging outlook Poor packaging crucify pizza unexpected high price impolite delivery musical mode ragged deliver worker keep arriver time strain less than 5 min. tandard pizza package modular greet and fashion delivery worker in uniform need polite manner when passing pizza to customer reasonable worker outlook Measure Phase To investig ate and realize further improvement for fulfilling the most measurable requirement from customers, it was anticipated mathematical mathematical processal definition would be essential to understandably point out the criteria to our operational executing. Based on the current operation process and the established operational definition, we conducted surveys and interviews with our customer and staff to collect info on how we performed currently. to a lower place is the table showing our info measurement protrude which was designed to collect the feedbacks and opinions. As indicated, the data were imperturbable from various sources, that include the put feedback from customer, and we anticipated the right moment to collect these data should be right afterward the telephone order from customers, which was the most simple and direct method to collect the first hand information.. Report of SiX Sigma Project, Yum Yum Pizza Group Page 9 of 23 Data Measurement PlanPerformance Meas ure executional Definition Data Source and Location -measure the sorrow rate in maintaining pizza temperature not less than 40 phase -maintain pizza in shopworn cartoon Sample size Who will collect the Data When will data be quiet? How will data be selected? Other data that should be collected at the same time? -feedback from customer,-feedback from delivery worker, 15% of delivered pizza 1June to 30 June Randomly Pizza quality,, Bob, Black Belt -telephone ,survey / questionnaire ox with thermal forefinger and ensure the temperature is not less than 40 degree C on the indicator -estimate delivery time and price of pizza, then inform customer on the comer time right after telephone order -ride motorcycle for pizza delivery and arrive on time -packaging pizza with standard cartoon box - come up to to customer with wording -delivery worker moldiness be wearing clean and tidy uniform standard C when passing to customer -measure the failure rate in informing arrival time and pri ce in advance to customer -measure the failure rate in holding arrival time variation less than 5 min. measure the failure rate in packaging pizza in standard package -measure the failure rate of delivery worker greeting to customer by rateing standard greeting and manner -measure the failure rate of delivery worker wearing uniform selected Weather situation, art situation Report of SiX Sigma Project, Yum Yum Pizza Group Page 10 of 23 Pizza say Sequence ( By Phone ) Customer Order Receptionist Baker Deliver Order by phone standard greeting, listen customers order expound produce and bake pizza as ordered confirm order details and customer apportion lan delivery route confirm delivery time, remuneration package pizza in delivery box collect packaged pizza, or some different nutriment distributor points plan for ware schedule put pizza and another(prenominal) items into delivery box of motorcycle drive to customer address get to the door of the address, ring the bell and say standard greeting master acceptance and pay confirm delivery of pizza and other food items receive payment and customer signature on receipt, say standard goodbye and leave business case completed Report of SiX Sigma Project, Yum Yum Pizza Group Page 11 of 23According to the established operation definition and sequence above, survey forms and questionnaires were formulated. It was also decided to perform the 500 surveys to customers randomly starting from 1 June. 2003, that involved about 15% of the pizza business during the moment. In addition to the questions devised from operation definitions, some superior general questions liked Do you rally choice of the pizzas is sufficient to you and Can you find your favorite taste among the existing available choice of pizzas were also include in the questionnaires and survey questions to customers.Below is the table summarizing the survey results Summary of operation defects as identified in June 2003 survey right mistake item deed rendering level Frequency not bankable 1 maintain pizza not less than 40 degree C not pleasing 2 advise pizza arrival time not pleasant 3 variation of pizza arrival time within 5 min. cceptable 4 acceptable pizza package acceptable 5 delivery worker wearing uniform 6 acceptable greeting words fromdelivery worker acceptable 7 Do you think choice of the pizzas is sufficient to yougood Can you find your favor us taste among the existing 8 available choice of pizzas very good good 9 waiting time during telephone order for pizza 10 clear telephone talk with order receptionivery good 11 overall impression during making telephone order good %in boilers suit Defect 21 21. 88 18 18. 75 45 46. 88 6 6. 25 3 3. 13 3 3. 13 N. A. N. A. N. A. N. A. N. A. ( Satisfactory Level very good good acceptable not acceptable ridiculous )Report of SiX Sigma Project, Yum Yum Pizza Group Page 12 of 23 Before tackling the results, we also formulated the data in Pareto Chart and calculated the p rocess sigma for more understanding on the business situation of the pizza group. Operation Defect Rates in Pareto Chart O cc u ran n a ce F req u e n cy 100 90 80 70 60 50 40 30 20 10 P a re to C h a rt O p e ra tio n D e fe c t a s id e n tifie d in J u n e 2 0 0 3 % in O v e ra ll D e fe c t 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% s a y i n g st a n d a r d g r e e ti n g k e e p a rri v al ti m e v a riati o n i n f o r m a rri v a l ti m e a n d sta n d ard p a c k a g e aintain te m p erature p a c kin g piz z a in w it h p o lit e m a n n e r p ric e in a d v a n c e w e arin g u nif o r m at 4 0 d e g re e C Calculated Sigma Value of the overall process ( as in June 2003 ) less th a n 5 m in. O p e r a tio nD e fe c ts 1 2 3 4 5 6 O v e ra ll Y e ild = 21 18 45 6 3 3 = U n its 500 500 500 500 500 500 DPU 0 . 0 4 2 0 . 0 3 6 0 . 0 9 0 . 0 1 2 0 . 0 0 6 0 . 0 0 6 T h r o u g h tp u C u m . Y ie ld t Y ie ld 0 . 9 5 9 0 . 9 5 9 0 . 9 6 5 0 . 9 2 5 0 . 9 1 4 0 . 8 4 5 0 . 9 8 8 0 . 8 3 5 0 . 9 9 4 0 . 8 3 0 0 . 9 9 4 0 . 8 2 5 ( Y (1 ) x Y (2 ) x Y (3 ) x Y (4 ) x Y (5 ) x Y (6 ) 0 . 8 2 5 a ro u n d 0 . 0 6 sig m a ) Report of SiX Sigma Project, Yum Yum Pizza Group Page 13 of 23 Analysis Phase In analysis phase, we had studied why all the pizza delivery to customer could not be achieved steadily within one hour. The failure rates is the highest of 46. 88% among all defects identified and it happened 45 times during the survey period with sample size of 500 survey. With further investigation on the finding, we found the traffic condition, weather condition, and the familiarity of the delivery worker to the customer address would highly affected the overall delivery time and therefore handsome an Not Punctual Impression to customer.In addition, such delay would also caused the pizza temperature dropped below the designed 40 degree C. As the result, the number of customer decreased and pizza sales dropped. Below was the Cause-and-Effect diagram employ f or analyzing causes leading to delayed delivery. Cause-and-effect Diagram Pizza Delivery People poor communication Machines Telephone Traffic Condition Traffic Jam Pizza Oven deliver not familar with customers address Road excavation Motorcycle Operation process Not Punctual Pizza Delivery Typhoon kill of bake by Pizza Oven Driving Skill on Motorcycle raining delivery box on motorcycle draw box for packing pizza Methods Weather Materials For the pizza temperature, we investigated the delivery box on motorcycles and cartoon boxes currently used in packaging pizzas for delivery. No major problem was found in keeping pizza exist oven temperature. Actually, the material for keeping warm, that included delivery boxes on motorcycles and cartoon boxes, all these equipment and facilities were at an acceptable quality standard and in a sound condition. Report of SiX Sigma Project, Yum Yum Pizza Group Page 14 of 23 Cause-and-effect Diagram Pizza Temperature People poor communicationMachin es Telephone Pizza Oven deliver not familar with customers address Motorcycle kill of baking by Pizza Oven impetuous skill of Motorcycle delivery box on motorcycle Cartoon box for packing pizza Pizza Temperature below 40 degree C Methods Materials Analysis on other issues were also conducted, which mainly carried out with reference on the operation process, starting from customer order to the payment received from customer. Report of SiX Sigma Project, Yum Yum Pizza Group Page 15 of 23 In addition to the analysis on the collected data, FMEA was also a tool to study on recommended improvement action.The project team had also formulated a FMEA table below for showing the examine risk priority and recommended action. Ite m a n d F u n c tio n p la n d e liv e ry ro u te P o te n ia l F a ilu re M ode p la n b a s e d w ro n g o r o n w ro n g d e la y in fo r m a tio n d e liv e ry P o te n ia l E ffe c t(s ) of F a ilu re F M E A P ro c e ss P o te n tia l C a u se(s) o f F a ilu re A c tio n re s u lts C u rre n t C o n tro ls R e c o m m e n d e d R e s p o n s ib ility A c tio a n d T a rg e t A c tio n n c o m p le tio n D a te Severity e Occurrenc Detection RPN Severity e Detection Occurrenc RPN T aken o lle c t a n d p u t p iz z a in d e liv e ry box of m o to rc y c le d riv e to th e c u s to m e r ad d ress g e t to th e ad d ress an d rin g d o o r b e ll p iz z a d ro p p e d d u rin g c o lle c tio n need re p la c e m e n t, lo s e o f p iz z a 7 w ro n g in fo rm a tio n fro m o rd e r re c e p tio n is t o r w ro n g p la n n in g o f 9 c a re le s s o f d e liv e r 2 p la n b a s e d 5 on m ap and e x p e rie n c e 3 1 ta k e c a re in p u ttin g th e p iz z a 7 0 a s th e re a re to ta lly 1 0 s h o p s , s u g g e s t to s e rv e th e c u s to m e rs based on s p e c ific a re a o f 2 7 ta k e c a re in d e liv e ry o n tin u . b y o rd e r re c e ip tio n is ts , N ov. 03 e ffe c tiv e b y d e liv e ry w o rk e rs, N o v . 0 3 e ffe c tiv e b y d e liv e ry w o rk e rs, N o v . 0 3 e ffe c tiv e b y d e liv e ry w o rk e rs, N o v . 0 3 e ffe c tiv e b y d e liv e ry w o rk e rs, N o v . 0 3 e ffe c tiv e c o n tin u . 4 2 3 24 9 1 3 27 f a ilu re o f d e la y in m o to rc y c le , d e liv e ry tra ffic ja m d e la y d e liv e ry d e liv e r n o t f a m ilia r w ith th e p la c e o f a d d re ss c o n f irm d ro p th e d e liv e ry p iz z a w h ile a n d re c e iv e p a s s in g to paym ent c u s to m e r u n p re d ic te d tra ffic o r w e a th e r s itu a tio n 6 n o t fa m ilia r w ith th e a r e a o f c u s to m e r ad d ress 8 c a re le s s o f b o th c u s to m e r a n d d e liv e r 4 n o s p e c ific c o n tro l 6 1 6 8 lis te n to ro a d re p o rt fro m ra d io 1 0 8 a rra n g e e x p e rie n c e d e liv e r fo r s e rv in g th e a re a 3 2 b e c a re fu ll in h a n d lin g p iz z a c o n tin u . 4 3 4 48 3 n e e d m o re 6 c o n tin u . 2 2 4 16 need re p la c e m e n t, lo s e o f p iz z a tim e to p re p a re d e liv e ry p la n 1 b e c a re fu ll in h a n d lin g p iz z a c o n tin u . 8 1 4 32 T o ta l R is k P rio rity N u m b e r R e s u ltin g R is k P rio rity N u m b e r Report of SiX Sigma Project, Yum Yum Pizza Group Page 16 of 23 After analyzing the survey data and cause of operation defects, we had also analysed the alliance of the customer requirement against our group available technical and familiar resources , that included analysis on communication tools, listening skill, baking skill, packaging devices, delivery equipment and even the manner of delivery workers etc.The purpose was to had a thorough understanding on the internal strength and weakness of Yum Yum Pizza Group. Below was the quality function deployment matrix utilized for the analysis. As indicated on the diagram, the highest score of 27 was found on Keep arrival time variation less than 5 proceedings . That meant it should be the first issue to be resolved for improving the pizza business Quality Fun ction deployment Matrix VS Very strong relationship w w Thermal sensing tape w w Good knowledge of pathway condition and driving skillS Strong relationship W Weak relationship VS Well provide pizza bakery Communication tools Manner training Cartoon pizza box Good baking skill Technical requirement Good conditioned motorcycle Accurate watch Tidy uniform CCR Pizza at temperature 40 degree to customer Inform arrival time & price in advance Keep arrival time variation less than 5 minutes type pizza package Standard greeting and polite manner Proper dressed delivery worker Low pizza price Delicious Score 24 18 9 9 9 9 9 9 9 3 3 27 10 9 9 9 9 1 9 1 1 1 3 1 1 9 1 9 5 22Report of SiX Sigma Project, Yum Yum Pizza Group Page 18 of 23 Improve Phase Based on the analyzed information, the project team understood that the methodology, facilities and including the operation behavior of staff are at acceptable level. The most serious and uncontrollable factor is the traffic or road condition and weather situation, which was mostly serious item affecting the arrival time of pizza to customer. To minimize this factor, the Project Team recommended the entire run areas of the Pizza Group to be separated into 10 services zones.And each shop would response to serve the pizza customers within the defined zone. Should there was any order outside the their responsible zone, the order receptionist had to refer the orders to the responsible shop to produce and deliver the pizza by their own resources. However, whenever there was any order outside all the 10 service zone as shown on the map of responsible zone, the receptionist had to estimate the delivery time and immediately explain to the customer for the estimated time required.Even the delivery time would exceed the pre-designed one hour delivery period, with this clarification the customer would understand the situation without wrong expectation on the pizza delivery. As such, complaint on unpunctual pizza delivery should b e kept to the minimal. Below were the modified operation process chart with the changes marked in brown and the map showing the responsible service zones of the 10 pizza shop for reference. Responsible Zones of Pizza Shops P Hou se Hou se P P Hou se P Hou se P Hou se P Hou se P Hou se P Hou seP Hou se P Hou se P Responsible Service Zone Report of SiX Sigma Project, Yum Yum Pizza Group Page 19 of 23 Pizza Ordering Sequence, after process restructuring ( By Phone ) Customer Order Receptionist Order Receptionist of responsible area Baker Deliver Order by phone standard greeting, listen customers order details confirm order details and customer address confirm delivery time, payment Plan for end product schedule produce and bake pizza as ordered plan delivery route pack pizza in delivery box collect packed pizza, or other food itemsReview for production area put pizza and other items into delivery box of motorcycle continue pizza production locally drive to customer address get to the door of the address, ring the bell and say standard greeting check acceptance and pay confirm delivery of pizza and other food items receive payment and customer signature on receipt, say standard goodbye and leave business case completed Report of SiX Sigma Project, Yum Yum Pizza Group Page 20 of 23 Control Phase For monitoring operation performance, control chart was utilized to collect operation data.The chart could distinguish the process variation resulting from common causes or special causes. It was aware that variation in the pizza operation was unavoidable. publication of factors including material, machines, methods, environment and operators were the major elements causing variation. For easily reflecting and controlling the overall performance of the pizza delivery, X-bar & R chart was selected for the monitoring and controlling purpose. Measures solar day 1 Day 2 Day 3 Day 4 Day 5 Day 6 Day 7 Day 8 Day 9 Day 10 No. ( min. ) ( min. ) ( min. ) ( min. ) ( min. ) ( min. ) ( min. ) ( min. ) ( min. ) ( min. 1 56 57 58 55 55 60 54 58 54 59 2 59 49 53 52 59 57 52 57 58 56 3 58 57 54 52 49 55 52 54 55 53 4 50 52 49 54 53 68 63 51 56 59 5 52 53 52 52 49 56 52 53 47 52 6 52 54 53 54 59 64 63 53 56 53 7 58 57 48 57 59 57 64 59 51 53 8 56 54 57 59 52 52 55 54 52 59 9 57 51 63 51 51 59 51 59 51 53 10 53 50 50 57 63 53 54 56 54 59 11 49 56 52 53 64 62 48 54 48 54 12 59 49 59 53 56 57 52 58 52 57 13 59 57 62 59 64 52 70 52 53 52 14 52 52 55 54 52 59 54 53 54 53 15 51 59 51 49 51 53 57 57 57 58 16 55 53 54 55 54 60 47 55 54 57 17 57 54 49 56 52 53 47 52 59 57 18 52 49 59 49 49 53 56 53 52 52 19 53 52 59 57 49 59 51 54 53 59 20 54 53 52 52 55 54 52 57 55 53 21 57 57 51 59 51 70 51 52 60 56 22 64 52 64 53 54 69 54 53 53 52 23 65 53 62 54 49 56 52 53 62 53 24 63 54 52 49 59 69 59 53 56 49 25 59 53 50 54 53 54 53 55 57 55average Range == X == R __ UCL X __ LCL X 56 16 53. 48 10 54. 72 16 53. 96 10 54. 44 15 58. 44 18 54. 52 23 54. 6 8 54. 36 15 54. 92 10 = 54. 944 ( min. ) = = = 14. 1 ( min. ) 57. 1013 ( min. ) 52. 7867 ( min. ) __ UCLR __ LCLR = = 21. 7281 6. 4719 Report of SiX Sigma Project, Yum Yum Pizza Group Page 21 of 23 Average 63 62 61 60 59 58 57 56 55 54 53 52 51 50 1 2 3 4 5 Day 6 7 Performance Requirement Min. __ UCLX __ X __ LCLX 8 9 10 Range 40 35 30 25 20 15 10 5 0 1 2 3 4 5 Day 6 7 8 __ R UCL __ R Min. __ LCLR 9 10 Report of SiX Sigma Project, Yum Yum Pizza Group Page 22 of 23 The above data was collected within 10 operation days from mid Oct. o mid Nov. It was obvious that the operation on a heavy rainy, day 6 was the worst. There were in all 4 deliveries required more than 65 minutes to complete, which exceeded the operation definition. This was silent out of our control. With comparison with the performance before the project improvement, it was found that the defect rate was greatly improved as summarized below Summary of Operation Defects Comparsion between June 2003 / Dec. 2003 June 2003 Dec. 2003 Frequenc % in Overall Frequenc % in Overall y Defect y Defect 21 21. 88 7 20. 59 18 18. 75 5 14. 71 45 46. 88 10 29. 41 6 6. 25 6 17. 65 3 3. 13 3 8. 82 3 3. 13 3 8. 82 item 1 2 3 4 5 6Operation description maintain pizza not less than 40 degree C advise pizza arrival time variation of pizza arrival time within 5 min. acceptable pizza package delivery worker wearing uniform acceptable greeting words from delivery worker Conclusion Even though it was not 100% rectify all the operation defects, with the great improvement on the pizza delivery, the defect rate on pizza temperature was also improved. The sigma value on the overall pizza delivery of the group was greatly improved to 1. 5 sigma and the pizza sales as reviewed in end Dec. 2003, 5% increased was identified in comparing with the sales figure six months before. Sigma level after implement of new operation process OperationDefects Units DPU Throughtpu Cum. devote t Yield 1 7 500 0. 014 0. 986 0. 986 2 5 500 0. 01 0. 990 0. 976 3 10 500 0. 02 0. 98 0 0. 957 4 6 500 0. 012 0. 988 0. 946 5 3 500 0. 006 0. 994 0. 940 6 3 500 0. 006 0. 994 0. 934 Overall Yeild = = Y(1) x Y(2) x Y(3) x Y(4) x Y(5) x Y(6) 0. 934 ( around 1. 502 sigma ) It was concluded, implementation of the improved operation process was essential to the business. With the continuation implementation of the improved process and current good taste of pizza with variety choice to customer, the pizza sales was expected gradually increased with number of customer increased as well. Report of SiX Sigma Project, Yum Yum Pizza Group Page 23 of 23