Tools - C - D | Six Sigma Tool Navigator: The Master Guide for Teams

Tool 24: Case study

AKA

Case Analysis Method

Classification

Data Collecting (DC)

Tool description

The case study method is a systematic approach used to describe, analyze, and bring to the surface potential solutions to a problem situation or business issue of fair complexity. A case study stimulates critical thinking and requires researchers to apply their problem-solving and decision-making skills to develop recommendations in a case report.

Typical application

To improve a researcher's critical evaluation, problem-solving and decision making skills.
To obtain lessons learned from analyzing the significant factors in an actual situation.
To explore the issue of a problem or situation brought to the surface during a case analysis.

Problem-solving phase

	Select and define problem or opportunity
→	Identify and analyze causes or potential change
→	Develop and plan possible solutions or change
	Implement and evaluate solution or change
	Measure and report solution or change results
	Recognize and reward team efforts

Typically used by

1	Research/statistics
	Creativity/innovation
	Engineering
	Project management
	Manufacturing
3	Marketing/sales
	Administration/documentation
	Servicing/support
	Customer/quality metrics
2	Change management

links to other tools

before

Information Needs Analysis
Data Collection Strategy
Benchmarking
Cluster Analysis
Thematic Content Analysis

after

Scenario Writing
Factor Analysis
Value analysis
Consensus Decision Making
Different Point of View

Notes and key points

When drafting the case report:
- Background information should be brief.
- All relevant data must be included.
- Supporting documents must be attached.
Basic format of case report:
- Main problem statement
- Significant and relevant factors
- Potential solutions/action and analysis of solutions/action
- Conclusions and recommendations

Step-by-step procedure

STEP 1 The researcher carefully reads and analyzes the case information.
STEP 2 The main problem area is isolated and all significant and relevant factors are considered. A specific problem statement is developed.
STEP 3 Next, potential solutions are evaluated and a recommended course of action is prepared. The evaluation or solutions is based on a thorough discussion of the advantages and disadvantages of each.
STEP 4 Conclusions are briefly listed. A more detailed explanation follows all stated recommendations as to what precisely needs to be accomplished to solve the problem or issue.
STEP 5 A final case report is prepared.

Example of tool application

The Study of Motorola's Six Sigma Work Ethic

Research Material on the Concept of Six Sigma Quality
…Motorola, a recipient of the Malcolm Baldrige National Quality Award, established goals… to improve products and services… to achieve Six Sigma capability…a culture of continual improvements…total customer satisfaction…

Part of Researcher's Case Report
Conclusions The establishment of Six Sigma quality would indeed become a strong driving force to significantly increase customer satisfaction and act as an enable to reach world class status among competitors. Furthermore: it would promote a common language and understanding of quality within the organization it directly ties into a work ethic of TQM, ISO-9000, and Integrated Product Development Teams (IPDT) As a powerful tool, it assists in cost and cycle time reduction, waste elimination, and attacks variation at the supplier, process, product, and service level It supports the Malcolm Baldrige National Quality Award criteria Recommendations The implementation of Six Sigma across the organization requires careful planning, effective training, and resource allocation for pilot studies, development of metrics, data collection/bases, and administrative procedures that include an organizational performance appraisal and reward system. The following reflect the basic considerations: Communicate the Six Sigma Quality strategy and roll-out-plan. Start training core personnel. Define the organization's products and services Identify suppliers and determine needs to be met. Determine desired customer characteristics and needs. Baseline processes for creating products and services. Establish metrics and procedures. Reduce variation, costs, cycle time, waste, and defects from the process. Measure results for continuous improvement.

Part of Researcher's Case Report

Conclusions
The establishment of Six Sigma quality would indeed become a strong driving force to significantly increase customer satisfaction and act as an enable to reach world class status among competitors. Furthermore:

it would promote a common language and understanding of quality within the organization
it directly ties into a work ethic of TQM, ISO-9000, and Integrated Product Development Teams (IPDT)
As a powerful tool, it assists in cost and cycle time reduction, waste elimination, and attacks variation at the supplier, process, product, and service level
It supports the Malcolm Baldrige National Quality Award criteria

Recommendations
The implementation of Six Sigma across the organization requires careful planning, effective training, and resource allocation for pilot studies, development of metrics, data collection/bases, and administrative procedures that include an organizational performance appraisal and reward system. The following reflect the basic considerations:

Communicate the Six Sigma Quality strategy and roll-out-plan. Start training core personnel.
Define the organization's products and services
Identify suppliers and determine needs to be met.
Determine desired customer characteristics and needs.
Baseline processes for creating products and services. Establish metrics and procedures.
Reduce variation, costs, cycle time, waste, and defects from the process.
Measure results for continuous improvement.