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1 2001 Six Sigma Academy

Failure Mode and Effects Analysis (FMEA)

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Module Objectives

By the end of this module, the a!ticiant should be able to"# $dentify and !io!iti%e !is& of failu!e occu!!ing

# $dentify 's and thei! !elationshi to (

# )onst!uct a comlete *M+A

# ene!ate action items

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-hy .se *M+A/

# $dentify otential failu!e modesand analy%e !is&s

# $dentify &ey cha!acte!istics

# ocument the cont!ol lan

# $nc!ease custome! satisfaction

# $m!ove uality, !eliability, and

safety of !oduct

30 - 50 Inputs30 - 50 Inputs

10 - 15 Xs10 - 15 Xs

8 - 10 KI!s8 - 10 KI!s

"-8 Key KI!s"-8 Key KI!s

3-# Key KI!s3-# Key KI!s

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2001 Six Sigma Academy

3o A!oaches o he *M+A

# 3o majo! a!oaches"# Sta!ting 3ith the )ause 4 +ffect Mat!ix

# Sta!ting 3ith *M+A di!ectly f!om the 5!ocess Ma

# -e 3ill exlain the a!oach using the )4+ mat!ix

# Both a!oaches a!e ve!y simila!

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Sta!ting -ith )4+ Mat!ix

# he )4+ Mat!ix defined the imo!tant issues by heling to !io!iti%e"# $mo!tant custome! !eui!ements

# 5!ocess inuts that could otentially imact these !eui!ements

# 5!io!iti%e the otential 6ey 5!ocess $nuts 765$89 acco!ding to thei!

imact on the outut va!iables

*ocus on inuts that highly imact a la!ge numbe! of oututs

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-hat $s A *M+A/

A systematic a!oach to"# $dentify otential failu!e modes and thei! effects

# 5!io!iti%e !is&s associated 3ith secific causes

# $dentify 3ays of eliminating o! !educing the secific causes

# ocument a lan to !event the failu!es

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yes Of *M+A

yes of *M+A# 5!oduct:Se!vice" $dentifies 3hat can go 3!ong 3ith the design of a

!oduct o! se!vice

# 5!ocess" $dentifies 3hat can go 3!ong 3ith the design of a !ocess

# 5!oject" $dentifies 3hat can go 3!ong 3ith a majo! !oject

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he *M+A *o!m

-hat is

the

5!ocess

Ste

-hat

can go

3!ong3ith the

5!ocess

ste/

-hat is the

+ffect on the

Oututs/

-hat a!ethe

)auses/

;o3

Bad/

;o3

Often/

;o3 can

this be

found/

-hat canbe done/

;o3

3ell/

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*!om )ause o +ffectumbe!s, =5>

# he !is& !io!ity numbe! 7=5>9 is the !oduct of the !an&ings fo!"# Seve!ity 7S+89

# 5!obability of Occu!!ence 7O))9

# ifficulty to etect 7+9

# ;igh =5>?s a!e flags to ta&e effo!t to !educe the calculated !is&

# =ega!dless of =5>, high seve!ity sco!es should be given secial

attention

=5> @ S+8 x O)) x +

+ffects )auses )ont!ols

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=ating efinitions

Seve!ity Occu!!ence etection

;a%a!dous 3ithout3a!ning

8e!y high andalmost inevitable

)annot detect o!detection 3ith ve!y

lo3 !obability

oss of !ima!yfunction

;igh !eeatedfailu!es

=emote o! lo3chance of detection

oss of seconda!yfunction

Mode!ate failu!es o3 detection!obability

Mino! defect Occasional failu!es Mode!ate detection!obability

>o effect *ailu!e unli&ely Almost ce!taindetection

;igh 10

o3 1

=atingSeve!ity Occu!!ence etection

;a%a!dous 3ithout3a!ning

8e!y high andalmost inevitable

)annot detect o!detection 3ith ve!y

lo3 !obability

oss of !ima!yfunction

;igh !eeatedfailu!es

=emote o! lo3chance of detection

oss of seconda!yfunction

Mode!ate failu!es o3 detection!obability

Mino! defect Occasional failu!es Mode!ate detection!obability

>o effect *ailu!e unli&ely Almost ce!taindetection

>ote" A$A efinitions a!e in

the aendix

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etection Sco!es At 8a!ious evels Of he5!ocess

Mate!ial o! !ocessinut

5!evention etection etection etection

et @ 1 et @ C et @ D et @ 10

+xte!nal custome!

o! do3nst!eam!ocess ste

)ause

5!ocess SteMate!ial o!!ocess inut

*ailu!e Mode

7efect9+ffect

)ont!ols

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he *i!st ;alf Of he *M+A *o!m

htt"::333EualityEfo!dEcom:ca!:fmea:

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he ast ;alf Of he *M+A *o!m

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Method o )omlete A *M+A

1E *o! each 5!ocess $nut, dete!mine the 3ays in 3hich the 5!ocessSte can go 3!ong 7hese a!e *ailu!e Modes9

2E *o! each *ailu!e Mode associated 3ith the inuts, dete!mine +ffects

CE $dentify otential )auses of each *ailu!e Mode

FE ist the )u!!ent )ont!ols fo! each )ause

GE Assign Seve!ity, Occu!!ence and etection !atings to each )ause

HE )alculate =5>

DE ete!mine =ecommended Actions to !educe ;igh =5>?s

IE a&e a!o!iate Actions and ocument

JE =ecalculate =5>?s

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)omlete

2!avel

Autho!i%ation

)ontact

Agency

2!avele!

$nfo!mation

8e!ification

athe!

)ustome!

Billing $nfo

AuthE

)ode/

+nte! 2!avel

$nfo!mation

$nto Sabe!

)a!!ie! Sea!chAccetable

A!!angements/

=e1uest fo!

=ese!vation

5ayment

5!ocessing

)a!d

A!oved

=ese!vation

Boo&ing

+Ktic&et o!

5ae!

+mail

8e!ification

ene!ate

Sabe! +Ktic&et

$tine!a!y

+mail $tine!a!y+nd

)all

Add!ess

8e!ification

0elive!y

Method

Selection

5!int tic&ets 4

$tine!a!y

)onfi!m

A!!angements

3: 2!avele!

5ac&age *o!

Outgoing Mail

Autho!i%ed 2!avel

AuthE )ode

Autho!i%ation

*o!m, S

0omestic

$nte!national

2!avele!

A!ove!

-ebsite, S

2!avel Budget )

)ost +stimate S

)omute!

Systems,>

ocation

8a!iation,>

)ontact Se!vice, S

5hone:-eb

2!avel $nfo!mation,S

2!avele!:0esignee, >

Agency =esou!ces

day time, S>

afte! hou!s, S>

)omute! Systems, >

Measu!ement

Systems, S

2ime $n Lueue

2ime in 8=.

)all 8olume

5ea& ;ou!s

Agency =e1uest

+nte!ed

)o!!ect 2!avele!

$nfo!mation

2!avele! $nfo, S

)omany $nfo, S

=est!ictions if alicable, S

5!efe!ences, S 7seat, c lass9

Agent >

2!avele! >

)omute! Systems, >

Measu!ement Sys tems, S

)lient name, S

ocation, S

AuthE )ode, S

Oe!ato!, S

Agent >

2!avele! >

)omute! Systems, >

Measu!ement

Systems, >

0ea!t )ity, S

0estin )ity, S

0ates of 2!avel, S

Oe!ato! inut, S

Agent >

2!avele! >

)omute! Systems, >

Measu!ement Systems, >

+nte! 2!avel

5!efe!ences

$nto Sabe!

*!e1uent *lye! 5!og!ams, >

5!efe!ence fo! )a!!ie!, >

2!avele! $nut, S

Agent >

2!avele! >

)omute! Systems, >


Se!vice, S

0ates, S

2imes, >

)ost, >

Sabe! 5!og!am, S>

)omute! Se!vice, S

Oe!ato! inut, S

2!avele! inut, S

)omany 5olicy, S

Oe!ato! inut, S

=eal time Sabe! system,S>

Oe!ato! inut, >

Agent >

)omute! Systems, >


)o!!ect

2!avele! Billing

$nfo $ntoSystem

(

>

2!avel $nfo

+nte!ed$nto Sabe!

Se!vice

Otions

0ete!mined

=e1uest

+nte!ed $nto

Sabe! System

)onfi!mation

5!ofile Match, S

)!edit )a!d , S

+xi!E 0ate, S

>ame on )a!d, S

2!avele! inut, S

)omute! System S

Measu!ement Sys tems/

=ese!vation

Boo&ed

2!avele! $nut

Add!ess 8e!ified

5!ofile .dated

)ou!ie! Selected

)all time

>eed *o!

2!avel

=ationale, >

8iable Alte!natives, >

2!avele! >

0estination

)ustome!,>

)omlete

2!avel =e1uest

*o!m

=e1uest *o!m, S

)ha!ge >oE, S

2!avele! >

ocation

8a!iation, >

)omute!

Systems, >

Othe! 5e!sonnel/

*o!m 5!ocedu!e

S

2!avel

$nfo!mation >

$nfo!mation

)o!!ect

.dated5!ofile

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)omany 5olicy, S

2!avel Autho!i%ation S

2!ave!l $nut >

(es

>o

Mail, S

Ove!night, S

)ou!ie!, S

Oe!ato!

inut, S

Sc!een )oy, S

$tine!a!y )oied

)onfi!m

A!!angements

2!avele! $nut, S

+mail Add!ess, )S

$nte!net )onnect, SOe!ato! inut, S

5!inte!, )>

2ic&et Machine, )>

Mete!, )

5ac&aging, S

-eight, )>Si%e, )>

,

o3est )ost

Sabe!, S

Button, )

Oe!ato! inut, S

Sabe! udates, >

*lag

disc!eancy

to )omany

5olicy

Sabe! System, S

Oe!ato!, S

)!edit System, S

Oe!ato!, S

Agent >

2!avele! >

)omute! Sy stems

Measu!ement Sy stems

Oe!ato!, S

2!avele!, S

)omute! System >

!A$ !al ue Added

%!A$ %usiness!alue

Added

&!A$ &on-!ale Added

2!avel =e1uest

Ai!line =ese!vation etailed 5!ocess Ma

*ocus of

5!oject identified

By the )4+

Mat!ix

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his is the )4+Mat!ix fo! the

!evious Ma 3ith

the 6ey 5!ocess

Stes 75$8?s9

5a!eto?d by the

otal Sco!e

)4+ Mat!ix +xamle

'atin of Iportance to *ustoers I 10 D F D H 10 J D J I J

1 2 C F G H D I J 10 11 12

=esou!ces

Ao3est*a!es

elive!yime

ofic&et

elive!yof

$tine!a!y

Se!vice5!ofesK

sionalism

Se!vice"

)ou!teous

imeinueue

!avele!5!ofile

)o!Billing

imeto

5!ocess7call

)alls5e!

!ansacttion

)o!!ect

ic&et:$tine!a!y

otal

rocess +tep

G $nfo!mation 8e!ification G 0 J J H D H J D G 0 D G21

1C Accetable A!!angements G J C 0 H D I D 0 D F 2 FJ1

10 !avel 5!efe!ences 0 10 0 0 H D D I 0 H C D FHD

H $nfo!mation )o!!ect G 1 1 C C C H J D G D D FH2

D athe! )ustome! $nfo!mation G 1 1 1 H D H C 10 G H H FFJ

20 Add!ess 8e!ification D 0 I I H D 2 J 1 C 0 I FCG

J !avel $nfo!mation 0 0 0 0 H D H 0 0 G 10 10 CGJ

1F Accetable )ost F 10 0 0 H D 2 2 2 2 F 0 C1I

1J ye of ic&et D 0 J J 0 0 D 0 0 I 0 0 2JD

F )ontact Agency I 0 0 0 H D 10 0 0 G 0 0 2JC

11 S>A5 D 10 0 0 0 0 2 0 0 2 D F 2IH

21 elive!y Method G 0 J J 0 0 D 0 I 1 0 0 2DF

22 )onfi!m A!!angements F 0 0 0 H D C 0 0 C 0 J 2GF

2H )onfi!m A!!angements F 0 0 0 H D C 0 0 C 0 J 2GF

2F 5ac&age fo! outgoing mail 2 0 J J 0 0 G 0 0 D 0 0 22I1D )a!d A!oved 0 0 0 0 0 0 H 2 D H G 0 221

I Autho!i%ation )ode 0 0 0 0 0 0 D 0 10 0 J 0 212

12 )a!!ie! Sea!ch C I C 0 0 0 F 0 0 2 C 0 20D

2D +mail $tine!a!y 2 0 D D 0 0 1 C 0 2 1 F 1J2

1G =euest *o! =ese!vation H 0 0 0 0 0 F 2 1 G F 0 1J0

1H 5ayment $nfo!mation 0 0 0 0 0 0 C J H 2 0 0 1D1

2G Sabe! eKtic&ets 2 0 J J 0 0 1 C 0 2 0 0 1D0

2C 5!int tic&ets and itine!a!y 2 0 C C 0 0 G 0 0 D 0 0 1H2

1I =ese!vation Boo&ing D 0 0 0 0 0 C 0 I 2 0 0 1H0

2I +nd )all 0 0 0 0 0 0 F 0 0 F 0 0 DH

1 >eed fo! t!avel 0 0 0 0 0 0 0 0 0 0 0 0

2 !avel =euest 5!ocess 0 0 0 0 0 0 0 0 0 0 0 0 0

C !avel A!oval 0 0 0 0 0 0 0 0 0 0 0 0 0

otal D20

FJ0

FJD

2HI

FF1

FCI

11I0

GJF

FHJ

IJ1

G0F

HGD

Airline 'eser,ation rocess*ause and Effect Matri

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*M+A -o!&sheet

Befo!e 3e move to the examle let?s loo& at an *M+A 3o!&sheetE heinfo!mation on this sheet is t!ansfe!!ed di!ectly to the *M+A fo!mE he

u!ose of this 3o!&sheet is to focus the team on the *M+A inuts and

not on sco!ing

he sco!ing should be done afte! the basic inuts have been made

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*M+A K Ste 1

# *o! each c!itical 7high value9 5!ocess Ste:$nut, dete!mine the 3aysin 3hich the 5!ocess Ste:inut can go 3!ong

# he fi!st t3o 6ey 5!ocess $nuts a!e 5!efe!ence fo! *!euent *lye!

5!og!am and 5!efe!ence fo! )a!!ie!

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*M+A K Ste 1 7)ont?d9

# *o! each 5!ocess $nut 8a!iable 75$89, dete!mine the 3ays in 3hichthe inut can go 3!ong 7hese a!e *ailu!e Modes9

# he!e is at least one 3ay that 5!efe!ence fo! *!euent *lye! 5!og!am

and 5!efe!ence fo! )a!!ie! can fail

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*M+A K Ste 2

# *o! each *ailu!e Mode associated 3ith the inuts, dete!mine +ffects# hese effects a!e inte!nal !eui!ements fo! the next !ocess as 3ell as

custome! effects

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*M+A K Ste C

# $dentify otential )auses of each *ailu!e Mode# $n most cases, the!e 3ill be mo!e than one )ause fo! a *ailu!e ModeE

-e?ll &ee it simle fo! this exe!cise

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*M+A K Ste F

# ist the )u!!ent )ont!ols fo! each )ause# *o! each )ause, 3e list ho3 3e a!e eithe! !eventing o! detecting itE

-e?d li&e to lace a !ocedu!e numbe! 3he!eve! 3e have an SO5

his is ho3 the *M+A identifies initial holes in the )u!!ent )ont!ol

5lanE 5!ocess teams can sta!t 3o!&ing on these holes !ight a3ay

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*M+A K Ste G

#Assign Seve!ity, Occu!!ence and etection !atings to each )ause# -e a!e no3 !eady to assign a!o!iate c!ite!iaE he team then sta!ts

sco!ing each cause to comute an =5> numbe!

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*M+A K Stes H And D

# )alculate the =5>?s and dete!mine =ecommended Actions to !educe;igh =5>?s

# -hich issues may 3e 3ant to add!ess fi!st/

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*M+A K Ste DContinued

# ete!mine =ecommended Actions to !educe ;igh =5>?s# >o3 fill in !ecommended actions fo! to =5>?s

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5a!eto Of o =an&ing =5>?s

#Actions !ecommended fo! high =5>?s# 6ey is *O).S

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!ahical $nte!!etation Of Action 5!io!ities

# =ate the actions based on N+ase of )omletion? on the ' axis# 1@ha!d and 10@uic&, simle and chea

# 5lot the !n?s ve!sus ease in the !esective uad!ants

#Add!ess lo3Khanging f!uit issues in the to !ight uad!ant fi!st

+ase of )omletion;a!d +asy

=5>

o3K;anging

*!uit

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=5> 8e!sus +ase Of )omletion

Adding a N+ase of )omletion? column and sco!es indicates that thehighest !an&ing =5> is also a uic&, simle and easy action to

co!!ect

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*M+A K Stes I And J

a&e a!o!iate actions, document and !ecalculate =5>?s

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ocument he )u!!ent )ont!ol 5lan

# =ecall the cont!ol lan mentioned in 5!ocess Maing# )omlete the )u!!ent )ont!ol Method column ta&en f!om the *M+A

)ont!ol 5lanExls

)o!e eam" ate 7O!ig9"

ate 7=ev9"

rocess

+tepInput .utput

rocess+pec

(/+/

+/

2aret)

*p 4

ate

(+aple

+i6e)

Measure

ent

+yste

7'' or

42

*urrent*ontrol

Met9od

(fro

FMEA)

:9o :9ere :9en'eaction

lan

Microsoft Excel Worksheet

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C2 2001 Six Sigma Academy

Airline 'eser,ation Eaple

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)a!!ie! Sea!chAccetable

A!!angements/

+nte! !avel

5!efe!ences

$nto Sabe!

*!euent *lye! 5!og!ams, >5!efe!ence fo! )a!!ie!, >

!avele! $nut, S

Agent >

!avele! >

)omute! Systems, >


Se!vice, Sates, S

imes, >

)ost, >

Sabe! 5!og!am, S>

)omute! Se!vice, S

Oe!ato! inut, S

!avele! inut, S)omany 5olicy, S

Oe!ato! inut, S

Se!vice

Otions

ete!mined

S>A5Accetable )ost/

)omany 5olicy, S!avel Autho!i%ation S

!ave!l $nut >

o3est )ost

Sabe!, SButton, )

Oe!ato! inut, S

Sabe! udates, >

*lag

disc!eancy

to )omany

5olicy

>e3 etailed 5!ocess Ma

#a!ge! !ocess focus is na!!o3ed to a small o!tion as indicated by the)4+ Mat!ix

# S>A5 is the name of a button on the !avel Agency )omute! System

called Sabe!

# $f S>A5 is activated du!ing the sea!ch fo! ca!!ie! se!vice, Sabe! is

!og!ammed to !etu!n alte!native itine!a!ies in o!de! of lo3est fa!es

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*ailu!e Mode +ffects Analysis

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5!io!iti%ed Actions

5a!eto of *M+A !n?sLuad!ant cha!t";igh !n vsE +ase of )omletion

Most of the cu!!ently identified actions aea! to be !elatively

easy to add!ess he!e a!e a fe3 items out of ou! cont!ol

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)onclusions *!om *M+A

#)atego!i%ed inuts into !elated causes and 5a!eto?d sum of !esults

# =ecogni%ed that most of Sabe!K!elated issues a!e out of ou! cont!ol

# )!eated a data collection lan to validate assumtions in !emaining

a!eas

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)atault eam +xe!cise

# ;o3 could a !ojectile fail to hit the ta!get o! !esult in excessiveva!iation/

# Build a *M+A on the catault using the to five inuts identified on the

)4+ Mat!ix

# ist as many failu!e modes and effects fo! each of the five inuts

# *licha!t a 5a!eto of !n?s ve!sus 5$8?s

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etting Sta!ted

#.tili%e 5!ocess Mas, ) 4 + diag!ams, ) 4 + mat!ices, data collection,3a!!anty analysis, testing, and othe! e!tinent info!mation

# Select eole f!om functions di!ectly ust!eam and do3nst!eam f!om

the !ocess unde! analysis

# +nginee!ing

# Manufactu!ing# Luality Assu!ance

# Ma!&eting

# Sulie!s

# =eui!ed business functions

# ;ealth, Safety and +nvi!onment 7;S+9

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=elationshi o Othe! ools

# Met!ics $dentification

# 5!ocess Ma

# ) 4 + iag!ams

# ) 4 + Mat!ix

esign *M+A 75!oduct o! Business 5!ocess9

5!ocess *M+A 75!oduct o! Business 5!ocess9

# Multiva!iate analysis

# $dentification of vital fe3 inuts

# esign !evie3s

# Luality )ont!ol 5lan

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hings o =emembe!

# o not t!y alone, use a g!ou

# ime consuming !ocess

#Activities a!e !eui!ed fo! comletion

# !ain team

# 5!oe! !ea!ation fo! meetings

# Summa!i%e often

# $ndeendent voting

# >egotiate issues

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6ey ea!ning 5oints

#

#

#

#

#

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Objectives =evie3

he a!ticiant should be able to"

# $dentify and !io!iti%e !is& of failu!e occu!!ing

# $dentify 's and thei! !elationshi to (

# )onst!uct a comlete *M+A

# ene!ate action items

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FC 2001 Six Sigma Academy

Appendi

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FF 2001 Six Sigma Academy

Autooti,e Industry Action ;roup (AIA;)efinitions

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Seve!ity efinitions 7A$A9

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Occu!!ence 5!obability 7A$A9

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etection 5!obabilities 7A$A9

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!adema!&s and Se!vice Ma!&s

Six Sigma is a fede!ally !egiste!ed t!adema!& of Moto!ola, $ncE

B!ea&th!ough St!ategy is a fede!ally !egiste!ed t!adema!& of Six Sigma AcademyE

8$S$O>E *O= A MO=+ 5+=*+) -O= is a fede!ally !egiste!ed t!adema!& of Six Sigma AcademyE

+SS+>+L is a t!adema!& of Six Sigma AcademyE

*ASA= is a t!adema!& of Six Sigma AcademyE

B!ea&th!ough esign is a t!adema!& of Six Sigma AcademyE

B!ea&th!ough ean is a t!adema!& of Six Sigma AcademyE

esign 3ith the 5o3e! of Six Sigma is a t!adema!& of Six Sigma AcademyE

egal ean is a t!adema!& of Six Sigma AcademyE

SSA >avigato! is a t!adema!& of Six Sigma AcademyE

Sigma)A) is a t!adema!& of ix Sigma AcademyE

i!afxis a t!adema!& of Mic!og!afx, $ncE

Sigma=A) is a t!adema!& of u5ontE

M$>$AB is a t!adema!& of Minitab, $ncE

Documents

FMEA_v1.1