SMRP BoK Review Workbook

resources, create more variation and, often, cause new problems. The ideal is
for teams to brainstorm potential root causes (not solutions), develop
hypotheses as to why problems exist and then work to prove or disprove their
hypotheses. Verification includes both process analysis and data analysis and
has to be completed before implementing solutions. This is the crux of the
Analyze Phase!

▪ Closely examine the process

▪ Graphically display the data

▪ Look for what might be causing the problem

▪ Verify the cause of the problem

▪ Update charter

Improve: How will the team mitigate the root causes of the problem? Once

the project teams have determined the root causes it’s time to develop
solutions. The Improve Phase is where the team brainstorms solutions, pilots
process changes, implements solutions and lastly, collects data to confirm
there is measurable improvement. A structured improvement effort can lead
to innovative and elegant solutions that improve the baseline measure and,
ultimately, the customer experience.

▪ Brainstorm solutions

▪ Select the practical solutions

▪ Develop future state process maps

▪ Select the best solutions

▪ Implement the solution

▪ Measure to ensure improvement

Control: How do you sustain the improvement? Now that the process

problem is fixed and improvements are in place, the team must ensure that
the process maintains the gains. In the Control Phase the team is focused on
creating a Monitoring Plan to continue measuring the success of the updated
process and developing a Response Plan in case there is a dip in performance.
Once in place, the team hands these plans off to the Process Owner for
ongoing maintenance.

▪ Ensure the process is properly managed

▪ Document the improved process

▪ Apply improvements to other areas

▪ Share and celebrate your success

▪ Continuously improve

7 Tools of Quality

Cause & Effect (Ishikawa/fishbone diagram)

The fishbone diagram identifies many possible causes for

an effect or problem. It can be used to structure a

brainstorming session. It immediately sorts ideas into

useful categories.

When to Use a Fishbone Diagram?

▪ When identifying possible causes for a problem.

▪ Especially when a team’s thinking tends to fall into ruts.

Fishbone Diagram Procedure

1. Materials needed: flipchart or whiteboard, marking pens.


2. Agree on a problem statement (effect). Write it at the center right of
   the flipchart or whiteboard. Draw a box around it and draw a
   horizontal arrow running to it.
   Brainstorm the major categories of causes of the problem. If this is difficult
   use generic headings:
   ▪ Methods
   ▪ Machines (equipment)
   ▪ People (manpower)
   ▪ Materials
   ▪ Measurement
   ▪ Environment
   Write the categories of causes as branches from the main arrow.