Continuous Improvement
BUSN 3390-070
Continuous Improvement
Final Project
FINAL PROJECT REPORT
Submitted by:
Thanh Bao Ngoc Hoang (300329300)
Submitted to:
Professor Kelly FranksonDouglas College
August 7th, 2021
Table of Contents
TOC o "1-3" h z u Introduction PAGEREF _Toc78639854 h 4Define phase PAGEREF _Toc78639855 h 41.Purpose PAGEREF _Toc78639856 h 42.Tools PAGEREF _Toc78639857 h 42.1.Four steps of observation PAGEREF _Toc78639858 h 42.2.Project charter PAGEREF _Toc78639859 h 52.3.Voice of the customer analysis PAGEREF _Toc78639860 h 5Measure phase PAGEREF _Toc78639861 h 61.Purpose PAGEREF _Toc78639862 h 62.Tools PAGEREF _Toc78639863 h 62.1.Data collection plan for the CTQ(s) PAGEREF _Toc78639864 h 62.2.Collect baseline data for each CTQ PAGEREF _Toc78639865 h 62.3.Value stream PAGEREF _Toc78639866 h 8Analyze phase PAGEREF _Toc78639867 h 91.Purpose PAGEREF _Toc78639868 h 92.Tools PAGEREF _Toc78639869 h 92.1.A3 Problem solving PAGEREF _Toc78639870 h 92.2.Benchmarking PAGEREF _Toc78639871 h 92.3.Cause and Effect Diagram PAGEREF _Toc78639872 h 122.4.Why-why diagram PAGEREF _Toc78639873 h 12Improve phase PAGEREF _Toc78639874 h 131.Purpose PAGEREF _Toc78639875 h 132.Tools PAGEREF _Toc78639876 h 132.1.Cost and benefit analysis PAGEREF _Toc78639877 h 132.2.Create a flowchart of the new improved process PAGEREF _Toc78639878 h 142.3.Collect and analyze the pilot test data. PAGEREF _Toc78639879 h 15Control phase PAGEREF _Toc78639880 h 171.Purpose PAGEREF _Toc78639881 h 172.Tools PAGEREF _Toc78639882 h 172.1.Apply P-D-S-A (Plan-Do-Study-Act) process PAGEREF _Toc78639883 h 172.2.Balanced score card PAGEREF _Toc78639884 h 17Conclusion PAGEREF _Toc78639885 h 19References PAGEREF _Toc78639886 h 20Appendix 1: Four step observation PAGEREF _Toc78639887 h 21Appendix 2: Project charter PAGEREF _Toc78639888 h 28Appendix 3: Evaluation form PAGEREF _Toc78639889 h 29Appendix 4: Data collection plan PAGEREF _Toc78639890 h 32Appendix 5: A3 Problem solving analysis PAGEREF _Toc78639891 h 34A3 Title: Making Matcha latte project PAGEREF _Toc78639892 h 35A3 Title: Making Matcha latte project PAGEREF _Toc78639893 h 36Appendix 6: The data for the current method PAGEREF _Toc78639894 h 37Appendix 7: The data for the proposed method PAGEREF _Toc78639895 h 38Appendix 8: Statistical process control (SPC) for the proposed method PAGEREF _Toc78639896 h 39
IntroductionThis paper will describe the process of applying six sigma to the matcha latte-making process by using the methodologies which have been instructed in the Continuous Improvement course and in the A Guide to Six Sigma and Process Improvement for Practitioners and Students: Foundations, DMAIC, Tools, Cases, and Certification, Second Edition textbook (David & Richard, 2015). In this process, the matcha latte's quality inside is critical to quality characteristics (CTQ). CTQ is influenced by several variables, including: X1 is waiting time, which is the total time to make the final product; X2 is the desired level of product, which is considered by six elements of the product (performance, appearance, temperature, smell, taste, reliability).
Define phasePurposeAs part of the define phase, the goal is to identify scope, problem statement, root causes, and define the problem, which increases good things and decreases bad variations.
ToolsFour steps of observationBelow are all the deliverables used to clarify the project's problem statement and goal statement. The four steps of observation are the first assignment to qualify and make the first journal about the project, as detailed in Appendix 1. The first step is general observation and waste walk. During the general observation, the issue and what isn't working will be discussed. This project's specific purpose can be identified after identifying the waste. The second step is to develop an SIPOC (suppliers, inputs, processes, outputs, and customers) diagram to fully understand the process, including what enters and exits the process, and who participates. A key stakeholder has been identified by the SIPOC as the key factor in the specific phase of the project and has a primary impact on that phase. As a result, it is easier to identify stakeholders and scope a project. The third step is to draw a spaghetti diagram of each relevant flow, showing the physical movement of the hands in the process. Step four of the analysis consists of gathering initial data to assess the current processes, establish their standardization and identify key delays. With four step observation information, the author was able to complete the project charter and to understand the project process to the fullest.
Project charterA project charter provides all the necessary information, clarifies the scope and problem statement for implementing the project, and details the work package. With the implementation of the project charter, it is directly linked to the communication plan and stakeholder analysis in the project communication plan, which allows team members to understand project details and other stakeholders.
Voice of the customer analysis
A customer feedback process was used by the author to hear the customer's voice in this project. The customer feedback form can be found in appendix 3. In the voice of the customer analysis survey, the author addresses the CTQ and Xs which are specific problems in the process. One of the dimensions of quality for a good is the aesthetics of the product. The color of the latte can be used to categorize its appearance. Appendix 3 begins with the first question, which evaluates the performance of the product with a score of 30. Based on five key characteristics, the second question evaluates the quality of the product. There are 100 points available for the third question about reliability. According to the results of surveys after using the products multiple times, the answer to questions 3 and 4 can give insight about the product's reliability. Part D of Appendix 3 gives customers the opportunity to provide feedback on the process based on the preferences of David and Richard (2015).
Measure phasePurposeThe measure phase is performed to understand the measurement system and current capabilities of CTQ. After the measurement phase, the team leader will know which data to collect and who will collect the data as part of the team project. In this project, the author measured, collected baseline data for the CTQ to determine if there was a significant issue and prepared for analysis.
ToolsData collection plan for the CTQ(s)
The data collection plan helps to lay out how the project owner will collect the baseline data on the CTQ in terms of defining what is going to be measured, how to measure it, who will collect it, and the sampling plan. The data collection, which has been attached in Appendix 4, included seven critical satisfactions which directly related to the X(s). The variable X1 will be measured by travelling distance of hand in the process; numbers of movement; Wasting time in the process and number of steps in the process. The variable X2 will be measured by the performance of the product, aesthetics and reliability.
Collect baseline data for each CTQ
Based on the Critical to Satisfaction (CTS) metric, the project owner makes a baseline for each CTS. Using a sample size of 25 and the data described in Appendix 4 attached, a basic statistical analysis is performed:
Variable Count Mean Median SD Range Min. Max. Comment
Performance of the product 25 23.28 24 2.509 7 19 26 Stable
Aesthetics 25 20.56 21 1.758 7 16 23 Stable
Reliability 25 4.04 4 0.889 2 3 5 Stable
Taste scores 25 69.2 68 19.517 58 42 100 Unstable
Travelling distance of hand in the process 25 180 180 0 0 0 180 Stable
Numbers of movement of hand 25 21.92 22 0.909 2 21 23 Stable
Total time 25 170.72 168 15.415 69 150 219 Unstable
Wasting time in the process 25 148.44 147 12.839 57 132 189 Unstable
Value Added time 25 22.28 21 4.988 23 15 38 Unstable
Number of step in the process 25 5 5 0 0 5 5 Stable
Notes:
SD: Standard deviation
Min.: Minimum
Max.: Maximum
The baseline data for each CTS are shown below:
Critical to satisfaction (CTS) Baseline
Performance of the product Mean=23.28, Median=24, SD=2.509, UCL=30.807, LCL=15.573
Aesthetics scores Mean=20.56, Median=21, SD=1.758, UCL=25.834, LCL=15.286
Reliability Mean=4.04, Median=4, SD=0.889, UCL=6.707, LCL=1.373
Taste scores Mean=69.2, Median=68, SD=19.517, UCL=127.751, LCL=10.649
Trend of decrease follows the wrong measurement.
Travelling distance of hand in the process Unchanged in the process
Numbers of movement of hand Mean=21.92, Median=22, SD=0.909, UCL=24.647, LCL=19.193
Trend of increase follows the wrong measurement.
Wasting time in the process Mean=147, Median=12.839, SD=57, UCL=186.957, LCL=109.923
Trend of increase follows the wrong measurement and waiting for the boiled water time.
Number of step in the process Unchanged in the process
Baseline collection teaches us that variables are unstable, the underlying issue for those variables is flawed measurement and wasting time.
Value stream
Instead of a value stream map, the author creates a process chart, and can see the symbols to track the process. From there, the project manager evaluates Lead time, Takt time, Value added time and Non value added time. As a sample collected on June 12, 2021:
Non-value added time: 152 seconds
Value added time (VA): 29 seconds
Leadtime: 181 seconds
Total VA%: 16.02%
Analyze phasePurposeDuring the Analyze phase, team members identify which factors or Xs are causing our CTQ to be problematic, they learn about root causes from the process, and they investigate causes and effects.
ToolsA3 Problem solvingThe A3 problem-solving table includes nine parts, which are the problem, background, current condition, problem analysis (5 whys), target condition, countermeasures, implementation plan, costs and benefits, test, and follow-up action. The defined phase will be aided by the first four parts of the project charter on the left side of the project charter. A problem on two variables is attached in appendix 5; X1 is waiting time which is the total time that the end product takes to produce; X2 is the desired level of the end product.
BenchmarkingIn this process, Matcha powder is used, which has been distributed by T&T supermarkets in Canada. The matcha powder is GreenMax matcha milk, which is a Taiwanese product. This powder contains 3% fat, 1% sodium, and 13% sugar. Sugar, creamer, matcha powder, and milk powder are included in the ingredients.
Image 1: Nutrition facts of Green Max matcha milk. Note. T&T Supermarket, 2021.
The author uses competitive benchmarking and compares the cost of each serving. Based on the works of Delers, A., Feys, B., & Probert, C. in Benchmarking: 50 Minutes, the author execute these step below for this process:
With the results from the four-step observation, the benchmark factors can be selected more easily. A project owner selects the method, procedure, and labor resources to execute the plan and determines how much it will cost to benchmark. At step 2, the project owner decides to choose a competitor, which is Starbucks' product Matcha green tea Latte. Starbucks Matcha Green Tea Latte contains milk, sugar, and green tea, whose nutritional content is 9% fat, 8% cholesterol, 7% sodium, and 12% carbohydrates.
Image 2: Nutrition facts of Starbucks Matcha Latte. Note. Starbucks, 2021.
During step 3 of analyzing procedures and benchmarks, the benchmarking process will be based on the dimensions of quality of goods in order to determine the quality of goods. To have the results for this process, the author has put together a review form (Part A, B, C) in Appendix 3.
Testing and finalizing implementation is step four. After benchmarking with the scores in the beverage industry, the chart gives the current indicator (internal), the market performance (benchmark) and the indicator after benchmarking (expected). A chart showing expected performance is shown below:
Elements of dimensions Performance indicators
Internal Benchmark Expected
Performance scores of the product 24 25 25
Aesthetics score (smell, flavor, Taste, appearance, temperature) 21 23 23
Taste scores 69 80 80
Reliability 4 5 5
Production time (total time)(seconds) 170 90 90
Cost ($ included tax) $1.5 $5 $5
Step 5 is Adjustment, monitoring and feedback. By taking the sample from Starbucks, we achieved the result shown in the below chart.
Elements of dimensions Performance indicators
Internal Benchmark Expected Achieved
Performance scores of the product 24 25 25 28
Aesthetics score (smell, flavor, Taste, appearance, temperature) 21 23 23 23
Taste scores 69 70 70 70
Reliability 4 5 5 5
Production time (total time)(seconds) 170 90 90 58
Cost ($ included tax) $1.5 $5 $5 $5.20
Green Max matcha latte is sweeter and has a flavor of green tea (matcha). With less sugar and milk powder, the green tea in Starbucks is 30% and it has 8% sugar. Based on our benchmarking process, we found that Starbucks was 66% faster at processing orders than processed orders. The cups are poured without using any cups and they use specialized machines for serving.
Cause and Effect DiagramCause and Effect Diagrams, also known as fishbone diagrams, show a summary of all stakeholders involved in the process. Appendix 5 clearly shows the root causes of the process by using analysis and highlighting. Here is one of two diagrams used to analyze the data.
Why-why diagramThe why-why diagram can be used to analyze each of the primary root causes highlighted in yellow on the chart above, which is discussed in detail in Appendix 5 (A3 Problem Solving). It is very important to realize the change approach after the why-why analysis, which will be covered in the improve phase.
Improve phasePurposeAn alternate method for performing each problematic step in a process as measured by an X is identified during the improve phase. The term change concept refers to alternate methods. This phase involves implementing tools such as cost and benefit analysis, designing the future state, and establishing performance targets and project scorecards for the control phase.
ToolsCost and benefit analysisMethod 1:
Purchasing the stirrer machine: $15
Making a jar and measurement spoon: $2
Time to draft and test the new method: 4 hours, equally the labour cost is $61
Getting rid of cup B (cup for serving)
Using the boiler to boil the water
Total cost: $78
Method 2:
Purchasing the matcha latte machine: $143
Getting rid of cup B (cup for serving)
Time to draft and test the new method: 4 hours, equally the labour cost is $61
Total cost: $204
After considering, choosing the method 1 because it is affordable.
Create a flowchart of the new improved processAs shown below, the new method simplifies and changes the process.
Spaghetti diagram of the new method:
The new process chart:
The results:
Current method New method
Non-value added time: 152 seconds
Value added time (VA): 29 seconds
Leadtime: 181 seconds
Total VA%: 16.02% Non-value added time: 10 seconds
Value added time (VA): 16 seconds
Leadtime: 26 seconds
Total VA%: 61.54%
Collect and analyze the pilot test data.As before, use the same data collection criteria, the same evaluation form in Appendix 3, and the same data collection plan in Appendix 4. A new set of method data which has a new baseline is included in appendix 7. The author realizes that there has been a change in the data and the quality of the product by comparing the old data with the new data.
Critical to satisfaction (CTS) Baseline Proposed Method data
Performance of the product Mean=23.28, Median=24, SD=2.509, UCL=30.807, LCL=15.573 Mean=27.2, Median=27, SD=1.041, UCL=30.323, LCL=24.077
Aesthetics scores Mean=20.56, Median=21, SD=1.758, UCL=25.834, LCL=15.286 Mean=22.76, Median=23, SD=1.234, UCL=26.462, LCL=19.058
Reliability Mean=4.04, Median=4, SD=0.889, UCL=6.707, LCL=1.373 Mean=4.36, Median=4, SD=0.49, UCL=5.83, LCL=2.89
Taste scores Mean=69.2, Median=68, SD=19.517, UCL=127.751, LCL=10.649
Trend of decrease follows the wrong measurement. Mean=90.72, Median=91, SD=5.77, UCL=108.03, LCL=73.41
Increase 31%
Travelling distance of hand in the process 180 cm Drop down to 65 cm
Numbers of movement of hand Mean=21.92, Median=22, SD=0.909, UCL=24.647, LCL=19.193
Trend of increase follows the wrong measurement. Drop down to 8 movements.
Wasting time in the process Mean=147, Median=12.839, SD=57, UCL=186.957, LCL=109.923
Trend of increase follows the wrong measurement and waiting for the boiled water time. Mean=11.08, Median=11, SD=0.759, UCL=13.357, LCL=8.803
Drop down wasting time 92%.
Number of step in the process 5 4
Control phasePurposeThe control phase has three main objectives: to reduce risks during the implementation of new methods, to control the quality of the process and to manage change, and to develop new methods and maintain process quality.
ToolsApply P-D-S-A (Plan-Do-Study-Act) processThe first step is evaluating the product quality and process outcome by following up on the process and completing the evaluation form. The second step is following up by checking the total process time. The third step is testing whether the new method and improvement would have been successful in the future. Finally, as shown in Appendix 8, it is possible to control the common variation by using Statistical Process Control. The special variation could be due to a lack of batteries for the stirrer, a power outage causing the boiler to fail, or an unmotivated employee.
Balanced score cardThis is the balanced score card for the Matcha Latte process:
Customer
The target for Customer satisfaction is 90%, measure by the rating and customer engagement ratio. The customer can give the evaluation after using the product, they can rate the favor scale on the final product.
To measure the customer engagement ratio, the company could check the record how many times that customer come back to the coffee shop.
Internal Business Process
Overall performance of the final product and the waiting time of the customer will be the target for the internal business process.
The performance of the final product can be evaluated on the dimensions of quality. The waiting time of the customer is also a metric to measure the process.
Learning
Improving knowledge and skills in the employee learning means that the employees continue study the learning development in the process.
Hearing the employee feedback helps continuing improvement on the process.
Growth
Keeping on track with the quality of the process to maintain the improvement and the new method.
Improving technology and monitoring demand of customers helps analyzing and continuous improvement on the new approach of problem.
In this report, the balanced scorecard is the last tool mentioned. In order to achieve a quality outcome, the balanced scorecard helps to manage the evaluation of all stakeholders involved.
ConclusionMatcha Latte is a small project that aims to demonstrate all the methodologies discussed in the Douglas College Continuous Improvement course. By applying theories to real-life situations and reducing waste, enhancing value-added time, and applying the lean method and six-sigma, the author has acquired a new perspective of making things more efficient. The author has experienced and applied almost all the tools necessary to achieve the final result, despite the project's limited scope and simple approach. There is a 92% reduction in wasted time, a 50% increase in value-added time, a 31% increase in taste score, and the same taste is retained for each serving and the benchmark value is achieved. This case study can be applied to the beverage process in small businesses, such as those that cannot afford automatic coffee or latte machines. For example, during the 15 minute break, the employee might only waste 30 seconds to a minute making their favorite drink.
ReferencesDavid, M. L., Howard, S. G., & Richard, M. (2015). A Guide to Six Sigma and Process Improvement for Practitioners and Students: Foundations, DMAIC, Tools, Cases, and Certification, Second Edition.Pearson Education, Inc. https://learning.oreilly.com/library/view/a-guide-to/9780133925463/toc.htmlDelers, A., Feys, B., & Probert, C. (2015). Benchmarking. 50 Minutes.
T&T Supermarket. (2021) Greenmax Matcha Milk Tea 20gx16 packs. tntsupermarket.com. https://www.tntsupermarket.com/69584401-greenmax-matcha-milk-tea.html
Appendix 1: Four step observationFour step observation
The article will present Ngoc's process of making a 120ml green tea latte every morning, the process is simply simulated as follows:
This process consists of 3 basic steps:
Step 1: Boil water and prepare ingredients (boiling water and matcha milk powder).
Step 2: Mix 120ml of water and 10g of tea powder, stir to dissolve matcha powder.
Step 3: Pour from cup A to cup B to serve.
The 4-step observation will be shown below.
Step 1 General Observation and Waste Walk
Identify any of the 8 types of waste:
Type of waste Specific of what was observed Potential causes
Defects Making the product watery or sweeter than average Poor quality control and lack of standard per serving
Overproduction Making more than 120ml per serving
Using more than 10g per serving made the product sweeter than expect First-time setting up and lack of experience
Waiting Waiting for the boiled hot water
Unplanned downtime
Inventory Using half a 20g bag of Matcha milk powder (10g) for each serving Poor monitoring quantity of powder that will be used per serving
Motion Movement to pour out the boiled water and powder to the cup, movement of excess stirring.
Movement of adjusting the boiled water to the cup. Lack of experience and standard in the process
Excess Processing Excessive movement of stirring the mixture of powder and hot waterExcess boiled water will cool down Lack of standard in the process
General observation:
The problem is that waiting for boiled water and cutting the bag for each preparation is too cumbersome. Furthermore, there was no guideline to follow in the process. Once the standard guideline for the process has been established, the lack of experience will not be a real cause. The preparation time of this drink is usually under three minutes, and it is freshly served hot after a successful preparation.
Step 2 develop a SIPOC
Suppliers Inputs Process Outputs Customers
kitchen supplies scissor Cutting the bag of Matcha milk The opened bag of Matcha wilk powder Greenmax Matcha milk 20g per bag Matcha wilk powder Adjusting to use half of the bag of Matcha milk - 10g Improperly measure the 10g of powder Ngoc
kitchen supplies - Betty Crocker Manufacturer Electric cordless jug Making hot water Hot water Ngoc
Electric cordless jug hot water Pour the hot water to the cup Unstirred Mixture of hot water and matcha powder Ngoc
Maker (people) put 10g of powder and 120ml of hot water inside the cup Unstirred Mixture of hot water and matcha powder Ngoc
kitchen supplies Stainless steel straw Stir the hot water and matcha powder Mixture of matcha and water Ngoc
kitchen supplies cup for processing and preparation (cup A) Holding the mixture of matcha and water Matcha latte Ngoc
kitchen supplies cup for serving (cup B) Serving the matcha latte as a final product Matcha latte Ngoc
Step 3 Draw a spaghetti diagram for each relevant flow
Spaghetti Diagram is based on the movement of the wrist of the person who makes the matcha latte, which starts from the movement by using scissors to cut the paper bag and then pours it into the cup; Then sprinkles the powder into the prepared glass (cup A) several times to properly adjust 10g powder. The second action is pouring water from the Electric jug into cup A, which must be exactly 120ml. The third action is to stir the water and tea mixture with the stainless steel straw several times. The fourth action is to pour the mixture from the mixing glass (cup A) into the serving glass (cup B).
Based on the Spaghetti Diagram map, it is possible to comprehensively realize the movements of the hands in the process, and the distances of kitchen tools in the process; the number of centimeters which the hand moves is calculated nearly 170cm - 190cm during each process.
Identified wastes in the Spaghetti Diagram:
- The motion of pouring powder into a glass
- Movement of an electric jug and the action of pouring water
- Movement of the stirrer straw
Step 4 Initial Data Collection
Make 120ml per matcha latte serving
1 2 3 4
Wait for the boilled bottle 0:01 0:00 0:00 0:00
2:05 1:59 2:46 2:26
Cut the bag 2:06 2:47
0:03 0:09
Pick up Matcha milk powder 2:09 2:00 2:56 2:27
0:03 0:02 0:01 0:03
Put 10g powder into the cup A 2:12 2:02 2:57 2:30
0:04 0:05 0:05 0:03
Shake the Cup A to measure the powder 2:16 3:02
0:14 0:03
Continue put the powder to cup A 2:18
0:15
Put the plastic bag down 2:22 2:07 3:05 2:33
0:05 0:01 0:01 0:01
Pick up the Electric cordless jug 2:27 2:08 3:06 2:34
0:03 0:02 0:01 0:03
Pour 120ml water into the cup A 2:30 2:10 3:07 2:37
0:03 0:05 0:03 0:04
Put the Electric cordless jug down 2:33 2:15 3:10 2:41
0:04 0:02 0:02 0:02
Pick up the Stainless steel straw 2:37 2:17 3:12 2:43
0:01 0:02 0:02 0:01
Stir the water with the Straw 2:38 2:19 3:14 2:44
0:14 0:09 0:07 0:07
Put the Stainless steel straw down 2:45 2:25 3:17 2:48
0:07 0:03 0:04 0:03
Pick up cup A 2:52 2:28 3:21 2:51
0:02 0:02 0:02 0:02
Pour out to Cup B for ready to serve 2:54 2:30 3:23 2:53
Total time 3:23 2:33 3:26 2:55
Value added time 0:38 0:21 0:17 0:16
Waste 2:45 2:12 3:09 2:39
Step 5: Problem Statement
State the Current Problem situation From June 8 to June 11, the products after the process are not the same and have 25% different taste due to the process. During each preparation, the average waiting time for boiled water is 120 seconds, it takes 20 seconds to measure 10g of milk matcha powder by eyes and feels with the 80% possibility of wrong measurement. The average stir time per preparation is 9.25 seconds and there is a high probability of dissolved powder in the drink. The distance for hand movement is calculated nearly 170cm - 190cm during each process.
Who/What/When/Where does it occur From normal temperature to boiling point, 400 ml of water takes approximately 2 minutes (120 seconds).A feel measurement of 10g milk matcha powder takes 20 seconds.Stirring for 7 to 9 seconds will not dissolve the matcha powder and reduce the quality of the final drink.
Quantify magnitude/frequency 2 minutes to wait for boiled water each preparation
20 seconds to measure and high possibility of wrong measurement.
The average stir time per preparation is 9.25 seconds and there is a high probability of dissolved powder in the drink.
State the Desired Future State (quantify if possible) the standard for the process is that the waiting time for boiled water will be shortened to 1.5 minutes (90 seconds); reducing the probability of a false measurement to 20% and measuring time of 10g of powder in 10 seconds; 10 seconds for stirring; reduce 10% of the movements of hand and the desired level of final product is 75% sugar and 120 ml of matcha latte
Appendix 2: Project charterPROJECT TITLE/DEPARTMENT: Making Matcha latte project SITE: Project Start Date: June 19, 2021 Project End Date: August 19, 2021
Author / Project Coordinator: Thanh Bao Ngoc Hoang Date of Sign-Off: June 19, 2021
Charter Revision Details: Charter Revision Date: PROBLEM STATEMENT
From June 8 to June 11, the products after the process are not the same and have 25% different taste due to the process. During each preparation, the average waiting time for boiled water is 120 seconds, it takes 20 seconds to measure 10g of milk matcha powder by eyes and feels with the 80% possibility of wrong measurement. The average stir time per preparation is 9.25 seconds and there is a high probability of dissolved powder in the drink. The distance for hand movement is calculated nearly 170cm - 190cm during each process.
However, the standard for the process is that the waiting time for boiled water will be shortened to 1.5 minutes (90 seconds); reducing the probability of a false measurement to 20% and measuring time of 10g of powder in 10 seconds; 10 seconds for stirring; reduce 10% of the movements of hand and the desired level of final product is 75% sugar and 120 ml of matcha latte.
GOAL METRICS
To reduce waste time from 81% to 50% on average and ensure the desired level performance of product.
The desired level performance of product
Travelling time and numbers of movement of hand in the process
Wasting time in the process (boiling water, cutting bags, measuring the amount of powder, pouring hot water, using stirrer to stir the mixture)
Number of step in the process
DELIVERABLES
Define Voice of customer (VOC), using Process design to learn about the basis process (before applied improvement or changes), the current state of process is that lead times is 150 seconds, value added time is 23 seconds, non-value added time is 127 seconds, 12 steps.
Collecting the data (such as desired level performance of final product, travelling time, movement of hand, wasting time, number of steps) and analyzing the data by Statistical methods, bar chart, value stream mapping.
Using Benchmarking with other matcha latte from Starbucks, Tim Hortons to measure the current performance and improve the process. And using characteristics of goods (dimensions of quality of goods) to make an evaluation form for a product. From these, project owner decide to make an improvement to the process, develop the new future state that lead times is 120 seconds, value added time is 23 seconds, 9 steps.
SCOPE - From: SCOPE - To:
Starting from boiling the water Ending at pouring the mixture out to serving cup
SCOPE - In: SCOPE - Out:
Process to make Matcha Lattes Process to make any other drink
RESOURCES (Name, Title, Project Roles, e.g. Communications, IMIS, Working Group) RESOURCES ALLOCATION (e.g. 0.5 FTE)
Project sponsor: Thanh Bao Ngoc Hoang Project owner: Thanh Bao Ngoc Hoang Project champion: Thanh Bao Ngoc Hoang
Lean facilitator: Thanh Bao Ngoc Hoang property (kitchen) STAKEHOLDERS
. Thanh Bao Ngoc Hoang (taster), others taster
SPONSOR(S) SIGN-OFF Thanh Bao Ngoc Hoang DATE June 19, 2021
Appendix 3: Evaluation formEvaluation form
Performance of the product
Question 1: Please check the box on one of the options that best suits the sentence beside it.
Strongly disagree Disagree Neither agree nor disagree Agree Strongly agree
This beverage keeps me refreshing. This beverage cheers up my mood. This beverage stimulates my mood. This latte boosts my energy for a day. This matcha latte satisfies my thirst. This beverage helps me easily focus on my work. Aesthetics
Question 2: Below are 5 characteristics of the product. Please allocate points for each characteristic based on your preference. If a characteristic is not at all likely, assign it 1 point. And assign 5 points for extremely likely.
12345
Pleasant smell
Rich flavour
Good taste
Colour of green
Temperature of the cup
Reliability
Question 3: Please fill in the percentage of feeling on these ingredients in the beverage. The total of these ingredients is 100 points reflects how much percentage of each in the beverage.
Attributes Matcha Latte
Sugar (Sweet taste)
Milk (Milky taste)
Green tea (Matcha) Water (Watery taste)
Salty taste
SUM
Question 4: Have you received the same result (same taste, smell, flavor) of matcha latte like the last time that you have tried? (If this is the first time you have tried, please ignore this question)
Yes, it tasted the same. No, it tastes differently than the last time that I have tried.
Feedback (please give the detailed feedback on this section)
Question 5: How do you feel about our product?
__________________________________________________________________________
Question 6: What do you like about our product?
__________________________________________________________________________
Question 7: How can we do better?
__________________________________________________________________________
Question 8: What areas can we improve upon with respect to our product?
__________________________________________________________________________
Question 9: How are we not meeting your expectations?
__________________________________________________________________________
Question 10: What images and emotions come to mind when you think about our products?
__________________________________________________________________________
Appendix 4: Data collection planData collection plan
Critical to satisfaction (CTS) Metric Data collection mechanism Analysis mechanism Sampling plan Instructions
(Who, where, when)
Sample size Sample frequency Performance of the product Classification (from 1 to 5 scale):
Function; characteristic of the product Collected visually by questionnaire Graphing Bar chart 25 Multi data points per test Ngoc, Kitchen, Every morning
Aesthetics Classification (from 1 to 5 scale):
Appearance, feel, smell, taste. Collected visually and by taste Graphing Bar chart 25 Five data points per test Ngoc, Kitchen, Every morning
Reliability Classification (from 1 to 5 scale):
Taste Collected visually and by taste Graphing Bar chart 25 One data point per test Ngoc, Kitchen, Every morning
Travelling distance of hand in the process Measurement data (Continuous data):
distance Extracted from the recorded video Measures of central tendency for measurement data (Mean, Median, Mode)
Histogram 25 One data point per test Ngoc, Kitchen, Every morning
Numbers of movement of hand Count data: Numbers of movement Collected visually Statistics
Histogram
Proportion 25 One data point per test Ngoc, Kitchen, Every morning
Wasting time in the process Measurement data (Continuous data):
boiling water, any activities related matcha powder (cutting bags, measuring the amount of powder), pouring hot water, using stirrer to stir the mixture. Extracted from the recorded video Measures of central tendency for measurement data (Mean, Median, Mode)
Histogram 25 One data point per test Ngoc, Kitchen, Every morning
Number of step in the process Count data: Number of step in the process Collected visually Statistics
Histogram
Proportion 25 One data point per test Ngoc, Kitchen, Every morning
Appendix 5: A3 Problem solving analysisA3 Title: Making Matcha latte project
To: Professor Kelly Maria FranksonAuthor: Thanh Bao Ngoc Hoang Date: July 20, 2021
Problem:
From June 8 to June 11, the products after the process are not the same and have 25% different taste due to the process. However, the desired level of final product is 75% sugar and 120 ml of matcha latte.
Target Condition:
Background:
This problem has happened for 8 months since starting the process of making Matcha Latte. 357394829093000Current Condition:
Countermeasure (s):1. Buy a stirrer machine to dissolve to 100% matcha powder.
2. Using a measurement spoon and put all of the powder to a can.3. Using only one cup A (as serving and preparation), eliminate the cup B
Implementation Plan (Plan):
What When Who Outcome
Order a stirrer machine July 20, 2021 Ngoc Stirrer machine
Making a jar to put the matcha powder inside July 20, 2021 Ngoc Matcha powder jar
Buying a measurement spoon July 20, 2021 Ngoc A 10g-powder measurement spoon
Problem Analysis (5 Whys):
Why stirring by straw effect the taste of the matcha latte?
Matcha powder (like a tiny seeds) cannot be dissolved.
Why the matcha powder does not completely dissolve?
Because the hand is not strong enough to dissolve the powder.
Why the hand does not have enough pressure to dissolve the powder?
Because the straw and hand are not machines, they do not create the force enough to dissolve the powder.
Why do not we use the stirrer machine?
Because we dont have it.
Solution: Buy a stirrer machine a.k.a foam maker
Why wrong adjustment effect the taste of the matcha latte?
Not having enough amount of 10g Matcha powder
Why not measuring correct 10g of powder?
Using eyes and feels to measure
Why Using eyes and feels to measure?
because I do not have a measurement tool
Solution: Buy a measurement spoon
Draft standard work July 25, 2021 Ngoc Draft standard work
Test standard work July 25, 2021 Ngoc Proposed method
Implement feedback Ngoc Successfully implement a new method
Cost Benefit
Cost analysis: Time to draft and test the new method: 4 hours (labour cost: $61)Cost to purchase the stirrer machine: $15Cost to make a jar and measurement spoon: $2 Benefit analysis:Saving time for the fluent process per year: 2 minutes per serving per day, equally to 1460 minutes (25 hours) per year.Cost saving: $372Quality of the matcha latte impact the customers satisfaction and desire.
Test (Do/Study) Follow Up (Act):
Follow up the process and check the outcome of the process, quality of the product by evaluation form.Check whether the new method and the improvement would have been succeeded in the future.
A3 Title: Making Matcha latte project
To: Professor Kelly Maria FranksonAuthor: Thanh Bao Ngoc Hoang Date: July 20, 2021
Problem:
From June 8 to June 11: During each preparation, the average waiting time for boiled water is 120 seconds, it takes 20 seconds to measure 10g of milk matcha powder by eyes and feels with the 80% possibility of wrong measurement. The average stir time per preparation is 9.25 seconds and there is a high probability of dissolved powder in the drink. The distance for hand movement is calculated nearly 170cm - 190cm during each process.
However, the standard for the process is that the waiting time for boiled water will be shortened to 1.5 minutes (90 seconds); reducing the probability of a false measurement to 20% and measuring time of 10g of powder in 10 seconds; 10 seconds for stirring; reduce 10% of the movements of hand. Target Condition:
Background:
This problem has happened for 8 months since starting the process of making Matcha Latte. Current Condition:
Countermeasure (s):1. Buy a stirrer machine to dissolve to 100% matcha powder.
2. Using a measurement spoon and put all of the powder to a can.3. Using only one cup A (as serving and preparation), eliminate the cup B
Implementation Plan (Plan):
What When Who Outcome
Order a stirrer machine July 20, 2021 Ngoc Stirrer machine
Making a jar to put the matcha powder inside July 20, 2021 Ngoc Matcha powder jar
Buying a measurement spoon July 20, 2021 Ngoc A 10g-powder measurement spoon
Problem Analysis (5 Whys):
Why wrong adjustment effect the total time?
Wasting time on Using eyes and feels to measure
Why Using eyes and feels to measure?
because I do not have a measurement tool
Solution: Buy a measurement spoon Why hands position effect the total time?
Wasting time on stirring the mixture with the straw
Why using the straw to stir the mixture?
Because we dont have stirrer machine.
Solution: Buy a stirrer machine a.k.a foam maker Why waiting for boiled waterBecause kitchen supplies only have electric cordless jug to boil waterSolution: use a boiler machine
Draft standard work July 25, 2021 Ngoc Draft standard work
Test standard work July 25, 2021 Ngoc Proposed method
Implement feedback Ngoc Successfully implement a new method
Cost Benefit
Cost analysis: Time to draft and test the new method: 4 hours (labour cost: $61)Cost to purchase the stirrer machine: $15Cost to make a jar and measurement spoon: $2 Benefit analysis:Saving time for the fluent process per year: 2 minutes per serving per day, equally to 1460 minutes (25 hours) per year.Cost saving: $372Quality of the matcha latte impact the customers satisfaction and desire.
Test (Do/Study) Follow Up (Act):
Follow up the process and check the outcome of the process, quality of the product by evaluation form.
Follow up checking the total time of the process.
Check whether the new method and the improvement would have been succeeded in the future.
Appendix 6: The data for the current methodThe data for the current method
ID Performance of the product Aesthetics Reliability Taste scores Travelling distance of hand in the process Numbers of movement of hand Total time Wasting time in the process (Non-value added time) Value added time Number of step in the process
1 26 19 4 68 180 21 219 189 30 5
2 24 22 3 42 180 22 166 144 22 5
3 26 21 5 81 180 23 176 154 22 5
4 22 23 3 45 180 21 168 147 21 5
5 23 19 4 68 180 21 158 137 21 5
6 26 21 5 87 180 23 172 152 20 5
7 20 21 3 46 180 23 150 135 15 5
8 22 19 3 47 180 22 178 162 16 5
9 19 21 5 88 180 22 153 132 21 5
10 25 22 5 82 180 21 158 137 21 5
11 21 20 4 70 180 22 156 136 20 5
12 25 20 5 83 180 23 164 142 22 5
13 22 23 3 59 180 21 178 156 22 5
14 25 20 4 64 180 23 183 162 21 5
15 26 22 3 46 180 23 168 147 21 5
16 23 16 3 42 180 23 177 156 21 5
17 25 23 5 100 180 23 190 152 38 5
18 19 22 5 98 180 21 172 151 21 5
19 22 20 5 87 180 22 186 164 22 5
20 20 21 4 67 180 21 164 142 22 5
21 19 19 5 99 180 21 191 156 35 5
22 25 18 4 68 180 21 153 133 20 5
23 26 19 3 51 180 21 157 135 22 5
24 25 20 3 50 180 23 171 150 21 5
25 26 23 5 92 180 21 160 140 20 5
Appendix 7: The data for the proposed methodThe data for the proposed method
ID Performance of the product Aesthetics Reliability Taste scores Travelling distance of hand in the process Numbers of movement of hand Total time Wasting time in the process (Non-value added time) Value added time Number of step in the process
1 28 23 4 82 65 8 29 11 18 4
2 28 24 4 89 65 8 27 10 17 4
3 27 20 4 97 65 8 29 10 19 4
4 28 23 4 87 65 8 27 11 16 4
5 26 24 5 80 65 8 28 12 16 4
6 28 25 4 92 65 8 29 11 18 4
7 28 23 4 95 65 8 27 10 17 4
8 26 23 5 91 65 8 29 10 19 4
9 27 23 5 98 65 8 30 12 18 4
10 28 24 4 91 65 8 29 11 18 4
11 27 24 4 97 65 8 29 12 17 4
12 25 22 5 91 65 8 29 11 18 4
13 28 23 5 88 65 8 29 10 19 4
14 27 22 4 92 65 8 29 12 17 4
15 27 23 4 94 65 8 30 12 18 4
16 27 23 4 87 65 8 31 12 19 4
17 27 21 4 88 65 8 28 11 17 4
18 28 20 5 97 65 8 27 11 16 4
19 29 24 5 87 65 8 27 11 16 4
20 29 23 4 100 65 8 28 10 18 4
21 27 23 5 96 65 8 27 11 16 4
22 25 23 4 97 65 8 30 12 18 4
23 27 21 4 80 65 8 28 11 17 4
24 26 22 5 90 65 8 28 12 16 4
25 27 23 4 82 65 8 30 11 19 4
Appendix 8: Statistical process control (SPC) for the proposed methodSPC of Performance of the product
SPC of Aesthetics scores
SPC of Taste scores
SPC of total time
Assignment 9
This is the balanced score card for the Chai tea Latte process:
Customer
According to ratings and customer involvement ratios, the aim for customer satisfaction is 85%. After using the product, the customer can provide feedback and rate it on a scale of favorability.
The business might look up the number of times a customer has returned to the coffee shop in order to determine the customer engagement ratio.
Internal Business Process
The goal of the internal business process will be the overall performance of the finished product and the client wait time.
On the basis of the quality parameters, the performance of the finished product can be assessed. Another indicator used to gauge the effectiveness of the operation is client waiting time.
Learning
Employees must continue their studies and learn new skills in order to improve their knowledge and abilities.
Receiving feedback from employees aids in process improvement moving forward.
Growth
Maintaining the process's quality will help to keep the new approach and improvement going.
Technology advancements and client demand monitoring aid in problem analysis and continual improvement.
Standard work in office supplies storage room:
The standard work will be displayed at the entrance door, so every employee will see it. The instructions for each cabinet are as follows:
Descriptions to recognize the location: The west cabinet is the first cabinet next to the entrance door. And the opposite with the entrance door is the east cabinet.
Step Descriptions Maximum of quantity
1 Put the brand-new work shoes on the second-floor left shelf of the West cabinet. 30 shoes
2 Put the new work shoes on top of the new employee outfits. 100 T-shirts and 100 pants
3 Put the used monitor on the right shelf of the West cabinet's second floor. 4 monitors
4 Under the used monitor, put the used keyboard and CPUs. 5 keyboards and 3 CPUs
5 Files and any other office materials should be arranged on the East cabinet's top floor. 50 kg of filed paper
6 Place writing instruments on the top, little shelf of the East cabinet, glue in the middle, and tapes on the bottom shelf. 500 pens and 500 pencil10 bottles of glue5 packaging tapes and 5 small tapes using in office
A3 Title: Making Chai Tea Latte
To: Kelly Frankson Author: Harpreet Kaur Date: 26 July, 2022
Problem:
From June 1 to June 11, the products after the process are not the same and have 25% different taste due to the process. However, the desired level of final product is 75% sugar and 120 ml of milk
Target Condition:
Elements Of Dimensions Average rank (from 1 to 10) Notes
Performance of the Product 10 Dissolved milk, cardamom, cinnamon, cloves.
Aesthetics 10 Appearance 10 Based on the color of the drink
Temperature 10 Appropriate temperature, not too hot
Smell 10 Taste 10 Perfect Drink
Reliability 10 The products after the process are same.
Background:
This problem has happened for 8 months since starting the process of making Chai Tea Latte.
Current Condition:
Elements of Dimensions Average Rank (From 1 to 10) Notes
Performance of the Product 7 Undissolved milk, cardamom, cinnamon, cloves.
Aesthetics Appearance 7 Based on the color of the drink.
Temperature 10 Appropriate temperature, not too hot
Smell 10 Taste 1 Blank Drink
Reliability 1 The products after the process are not same.
Countermeasure (s):
Buy a stirrer machine to dissolve to 100% matcha powder.
Using a measurement milk and put all of the milk to a can.
Using only one cup A (as serving and preparation), eliminate the cup B
Using a boiler machine
Implementation Plan (Plan):
What When Who Outcome
Order a stirrer machine July 5, 2021 Harpreet Stirrer machine
Making a jar to put the milk inside July15, 2021 Harpreet Jar
Buying a measurement milk July15, 2021 Harpreet A 120 ml- milk measurement cup
Problem Analysis (5 Whys):
Why stirring by straw effect, the taste of the Chai Tea Latte?
Chai tea (like a tiny bag) cardamom, cinnamon, cloves cannot be dissolved.
Why the cardamom, cinnamon, cloves does not completely dissolve?
Because the hand is not strong enough to dissolve the powder.
Why does the hand not have enough pressure to dissolve the powder?
Because the straw and hand are not machines, they do not create the force enough to dissolve the powder.
Why do not we use the stirrer machine?
Because we dont have it.
Solution: Buy a stirrer machine a.k.a foam maker
Why wrong adjustment effects the taste of the chai tea latte?
Not having enough amount of 120 ml milk.
Why not measuring correct 120ml milk?
Using eyes and feels to measure
Why Using eyes and feels to measure?
because I do not have a measurement tool
Solution: Buy a measurement cup
Draft standard work July 15, 2021 Harpreet Draft standard work
Test standard work July 15, 2021 Harpreet Proposed method
Implement feedback Harpreet Successfully implement a new method
Cost Benefit:
Cost Analysis: Benefit Analysis:
Time to draft and test standard work: 4 hours (labour cost: $61) Saving time for the fluent process per Cost to purchase the stirrer machine: $15
Cost to make a jar and measurement cup: $2
Test (Do/Study) Follow Up (Act):
Follow up the process and check the outcome of the process, quality of the product by evaluation form.Check whether the new method and the improvement would have been succeeded in the future.
A3 Title: Making Chai Tea Latte
To: Professor Kelly Frankson Author: Harpreet Kaur Date: July 21, 2022
Problem:
From June 8 to June 11: During each preparation, the average waiting time for boiled water is 120 seconds, it takes 20 seconds to measure 10g of milk matcha powder by eyes and feels with the 80% possibility of wrong measurement. The average stir time per preparation is 9.25 seconds and there is a high probability of dissolved powder in the drink. The distance for hand movement is calculated nearly 170cm - 190cm during each process.
However, the standard for the process is that the waiting time for boiled water will be shortened to 1.5 minutes (90 seconds); reducing the probability of a false measurement to 20% and measuring time of 10g of powder in 10 seconds; 10 seconds for stirring; reduce 10% of the movements of hand. Current Conditions:
Distance in CmsTime in Seconds Process Description
2:00 Wait for boiled bottle
10 0:03 Open the lid
20 0:03 Pick up measurement cup
10 0:05 Put 120 ml milk into cup A
20 0:05 Put the cup back
20 0:03 Pick up the electric cordless jug
20 0:03 Pour 120ml of water into cup A
20 0:04 Put the Electric cordless jug down
10 0:02 Pick up the Stainless-steel straw
10 0:10 Stir the water with the Straw
10 0:02 Put the stainless-steel straw down
0:02 Pick up Cup A
30
Total=180 Value added time=20s,
Total time=162s
Total VA%=(20/162)*100
=12.35% Pour out to cup B ready to serve
Background:
This problem has happened for 8 months since starting the process of making Chai Tea Latte. Current Conditions:
Distance in Cms Time in Seconds Process Description
2:05 Wait for boiled bottle
10 0:03 Cut the bag
20 0:03 Pick up milk
10 0:10 Put 120 ml milk into cup A
20 0:05 Put the plastic bag down
20 0:03 Pick up the electric cordless jug
20 0:03 Pour 120ml of water into cup A
20 0:04 Put the Electric cordless jug down
10 0:02 Pick up the Stainless-steel straw
10 0:14 Stir the water with the Straw
10 0:07 Put the stainless-steel straw down
0:02 Pick up Cup A
30 Pour out to cup B ready to serve
What When Who Outcome
Order a stirrer machine July 12, 2021 Harpreet Stirrer machine
Problem Analysis (5 Whys):
Why wrong adjustment effects the total time?
Wasting time on Using eyes and feels to measure
Why Using eyes and feels to measure?
because I do not have a measurement tool
Solution: Buy a measurement spoon Why hands position effect the total time?
Wasting time on stirring the mixture with the straw
Why using the straw to stir the mixture?
Because we dont have stirrer machine.
Solution: Buy a stirrer machine a.k.a foam maker Why waiting for boiled waterBecause kitchen supplies only have electric cordless jug to boil waterSolution: use a boiler machine
July 20, 2021 Harpreet cardamom, cinnamon, cloves
Buying a measurement cup July 20, 2021 Harpreet A 120 ml milk- measurement cup
Total: 180 Value added time= 29s: Total time=181s: Total VA%=(29/181)*100=16.02%
Problem Analysis (5 Whys):
Why wrong adjustment effects the total time?
Wasting time on Using eyes and feels to measure
Why Using eyes and feels to measure?
because I do not have a measurement tool
Solution: Buy a measurement spoon Why hands position effect the total time?
Wasting time on stirring the mixture with the straw
Why using the straw to stir the mixture?
Because we dont have stirrer machine.
Solution: Buy a stirrer machine a.k.a foam maker Why waiting for boiled waterBecause kitchen supplies only have electric cordless jug to boil waterSolution: use a boiler machine
Draft standard work July 20, 2021 Harpreet Draft standard work
Test standard work July 20, 2021 Harpreet Proposed method
Implement feedback Harpreet Successfully implement a new method
Cost Benefit
Cost analysis: Time to draft and test standard work: 4 hours (labour cost: $61)Cost to purchase the stirrer machine: $15Cost to make a jar and measurement cup: $2 Benefit analysis:Saving time for the fluent process per year: 2 minutes per serving per day, equally to 1460 minutes (25 hours) per year.Cost saving: $372Quality of the chai tea latte impact the customers satisfaction and desire.
Test (Do/Study) Follow Up (Act):
Follow up the process and check the outcome of the process, quality of the product by evaluation form.Follow up checking the total time of the process.Check whether the new method and the improvement would have been succeeded in the future.
Assignment 6
Critical to satisfaction (CTS) Metric Data collection mechanism Analysis mechanism Sampling plan Instructions
(Who, where, when)
Sample size Sample frequency Performance of the product Classification (from 1 to 10 scale):
Function; characteristic of the product Collected visually by questionnaire Graphing Bar chart 40 Multi data points per test Harpreet, Kitchen, Every evening
Aesthetics Classification (from 1 to 10 scale):
Appearance, smell, taste. Collected visually and by taste Graphing Bar chart 40 Four data points per test Harpreet, Kitchen, Every evening
Reliability Classification (from 1 to 10 scale):
Taste Collected visually and by taste Graphing Bar chart 40 One data point per test Harpreet, Kitchen, Every evening
Travelling distance of hand in the process Measurement data (Continuous data):
distance Extracted from the recorded video Measures of central tendency for measurement data (Mean, Median, Mode)
Histogram 40 One data point per test Harpreet, Kitchen, Every evening
Numbers of movement of hand Count data: Numbers of movement Collected visually Statistics
Histogram
Proportion 40 One data point per test Harpreet, Kitchen, Every evening
Wasting time in the process Measurement data (Continuous data):
boiling water, any activities related chai tea latte (cutting bags, measuring the amount of milk, mix cardamom, cinnamon, cloves,), pouring hot water, using stirrer to stir the mixture. Extracted from the recorded video Measures of central tendency for measurement data (Mean, Median, Mode)
Histogram 40 Five data points per test Harpreet, Kitchen, Every evening
Number of steps in the process Count data: Number of steps in the process Collected visually Statistics
Histogram
Proportion 40 One data point per test Harpreet, Kitchen, Every evening
The article will present Harpreet process of making a 120ml chai tea latte every morning, the process is simply simulated as follows
This process consists of 3 basic steps:
Step 1: Boil water and prepare ingredients (boiling water and cardamom, cinnamon, cloves, fennel, sugar, and milk
Step 2: Mix 120ml of water and 3tea bag, stir to dissolve, cardamom, cinnamon, cloves, sugar, and milk
Step 3: Pour from cup A to cup B to serve.
The 4-step observation will be shown below.
Type of waste Specific of what was observed Potential causes
Defects Making the product watery or sweeter than average Poor quality control and lack of standard per serving
Overproduction Making more than 120ml per serving
Using more than 10g per serving made the product sweeter than expect First-time setting up and lack of experience
Waiting Waiting for the boiled hot water
Unplanned downtime
Inventory Using half, 1 cup of milk for each serving Poor monitoring quantity of powder that will be used per serving
Motion Movement to pour out the boiled water and milk to the cup, movement of excess stirring.
Movement of adjusting the boiled water to the cup. Lack of experience and standard in the process
Excess Processing Excessive movement of stirring the mixture of powder and hot waterExcess boiled water will cool down Lack of standard in the process
General observation:
The problem is that waiting for boiled water and cutting the bag for each preparation is too cumbersome. Furthermore, there was no guideline to follow in the process. Once the standard guideline for the process has been established, the lack of experience will not be a real cause. The preparation time of this drink is usually under three minutes, and it is freshly served hot after a successful preparation.
Step 2 develop a SIPOC
Suppliers Inputs Process Outputs Customers
kitchen supplies scissor Cutting the bag of tea bag The opened bag of tea Almond milk milk Adjusting to use 2 cups of milk Improperly measure the 2 cups of milk Harpreet
kitchen supplies - Betty Crocker Manufacturer Electric cordless jug Making hot water Hot water Harpreet
Container hot water Pour the hot water to the cup cardamom, cinnamon, cloves, sugar, and milk Unstirred Mixture of hot water and Harpreet
Maker (people) 2 cup of milk and 120ml of hot water inside the cup Unstirred Mixture of hot water and cardamom, cinnamon, cloves, sugar, and milk Harpreet
kitchen supplies Stainless steel straw Stir the hot water and cardamom, cinnamon, cloves, sugar. Mixture cardamom, cinnamon, cloves, sugar, and milk and water Harpreet
kitchen supplies cup for processing and preparation (cup A) Holding the mixture of cardamom, cinnamon, cloves, sugar, and milk and water Chai tea latte Harpreet
kitchen supplies cup for serving (cup B) Serving the Chai tea latte as a final product Chai tea latte Harpreet
Step 3 Draw a spaghetti diagram for each relevant flow
Spaghetti Diagram is based on the movement of the wrist of the person who makes the Chai tea latte, which starts from the movement by using scissors to cut the paper bag and then pours it into the cup; Then sprinkles the cardamom, cinnamon, cloves, sugar, and milk into the prepared glass (cup A) several times to properly adjust cardamom, cinnamon, cloves, sugar, and milk. The second action is pouring water from the Container into cup A, which must be exactly 120ml. The third action is to stir the water and tea mixture with the stainless-steel straw several times. The fourth action is to pour the mixture from the mixing glass (cup A) into the serving glass (cup B).
Based on the Spaghetti Diagram map, it is possible to comprehensively realize the movements of the hands in the process, and the distances of kitchen tools in the process; the number of centimetres which the hand moves is calculated nearly 170cm - 190cm during each process.
Identified wastes in the Spaghetti Diagram:
- The motion of pouring mixture of tea into a glass
- Movement of an container and the action of pouring water
- Movement of the stirrer straw
Step 4 Initial Data Collection
Make 120ml per matcha latte serving
1 2 3 4
Wait for the boiled bottle 0:01
2:05
Cut the bag 2:06 3:47
0:03 0:09
Pick up cardamom, cinnamon, cloves, sugar, and milk 2:09 3:00 3:56 4:27
0:03 0:02 0:01 0:03
Put 2 cup of milk into the cup A 2:12 3:02 3:57 4:30
0:04 0:05 0:05 0:03
Shake the Cup A to measure the milk 2:16 4:02
0:14 0:03
Continue put the mil in to cup A 2:18
0:15
Put the plastic bag down 2:22 3:07 4:05 4:33
0:05 0:01 0:01 0:01
Pick up the container 2:27 3:08 4:06 4:34
0:03 0:02 0:01 0:03
Pour 120ml water into the cup A 2:30 3:10 4:07 4:37
0:03 0:05 0:03 0:04
Put the container down 2:33 3:15 4:10 4:41
0:04 0:02 0:02 0:02
Pick up the Stainless-steel straw 2:37 3:17 4:12 4:43
0:01 0:02 0:02 0:01
Stir the water with the Straw 2:38 3:19 4:14 4:44
0:14 0:09 0:07 0:07
Put the Stainless-steel straw down 2:45 3:25 4:17 4:48
0:07 0:03 0:04 0:03
Pick up cup A 2:52 3:28 4:21 4:51
0:02 0:02 0:02 0:02
Pour out to Cup B for ready to serve 2:54 3:30 4:23 4:53
Total time 3:23 0:33 0:40 0:29
Value added time 0:38 0:21 0:17 0:16
Waste 2:45 0:12 0:23 0:13
Step 5: Problem Statement
State the Current Problem situation Waiting time for boiled water is too long.
Who/What/When/Where does it occur From normal temperature to boiling point, 400 ml of water takes approximately 2 minutes (120 seconds).
Quantify magnitude/frequency 2 minutes each preparation
State the Desired Future State (quantify if possible) During each preparation, the waiting time for boiled water will be shortened from two minutes to just 1.5 minutes.
State the Current Problem situation It takes time and effort to measure 2 cup of milk by feel.
Who/What/When/Where does it occur A feel measurement of 2 cup of milks takes 20 seconds.
Quantify magnitude/frequency 20 seconds to measure and high possibility of wrong measurement.
State the Desired Future State (quantify if possible) Reducing the probability of a false measurement to 0% and measuring 2 cup of milk in 10 seconds.
State the Current Problem situation Average wasting time for stirring each preparation is 9.25 seconds.
Who/What/When/Where does it occur Stirring for 7 to 9 seconds will not dissolve the cardamom, cinnamon, cloves, sugar, and milk and reduce the quality of the final drink.
Quantify magnitude/frequency The average stir time per preparation is 9.25 seconds and there is a high probability of dissolved powder in the drink.
State the Desired Future State (quantify if possible) Perfect time for stirring is 10 seconds.
Report requirements: Your written report will be structured around the DMAIC cycle. You should have a main heading for each of the 5 DMAIC phases and then within each include:
The purpose of the phase
The tools you used in the phase (include the tools in an appendix)
What you learned by using the tools
Reflections on what you would do differently next time.
Your report must include a project charter and the following tools (which all need to be related to the problem in your charter):
4 step observation,
Data collection plan (with the data collected!!),
A3 (with both sides complete),
balanced score card (we will get to this when we look at the control phase).
In addition to these tools, you are able to include any other tools that were relevant to your problem.
NOTE: you are able to submit tools that you submission for your individual assignments as long as they all relate to the problem on your charter. If you changed your topic, you may need to re-due some of the tools to ensure that you can submit all requirements related to your charter.
There is only 1 submission allowed :)
