A Six Sigma Student Success Program

1. A Six Sigma Student Success Program Presented to: • Dr. Horace Fleming Executive Vice President and Provost • Dr. Peggy Dubose Provost and Director of Graduate Programs • Dr. Dayne Aldridge Dean, School of Engineering July 1, 2003 Dr. Joan Burtner Industrial Engineering

2. The Six Sigma Business Approach • Six Sigma is “a comprehensive and flexible system for achieving, sustaining and maximizing business success. “ • It is uniquely driven by • a close understanding of customer needs, • disciplined use of facts, data, and statistical analysis, and • diligent attention to managing, improving, and reinventing the business process. Dr. Joan Burtner Industrial Engineering

3. Six Sigma Aplicability • Six Sigma has been successfully applied in manufacturing environment (eg Motorola). • Six Sigma has been successfully applied in the service sector (eg GE Capital). • More recently, Six Sigma has shown to be exceptionally effective in educational settings. • Malcolm Baldrige National Quality Award • two school districts in 2001 Dr. Joan Burtner Industrial Engineering

4. Benefits of the Six Sigma Approach • cost reduction • productivity improvement • market-share growth • customer retention • cycle-time reduction • defect reduction • culture change • product/service development Dr. Joan Burtner Industrial Engineering

5. The Six Sigma Philosophy • Designed to foster data-driven management decisions • The Three C’s • common metrics • “constant” communication • culture change • “The Big Picture” Dr. Joan Burtner Industrial Engineering

6. Six Sigma Approach to Student Success • Genuine Focus on the Customer • Data- and Fact-Driven Management • Process Focus • Proactive Management • Boundaryless Collaboration • Pursue Success; Tolerate Failure Dr. Joan Burtner Industrial Engineering

7. Six Sigma from a Business Perspective Six Sigma is “a comprehensive and flexible system for achieving, sustaining and maximizing business success. Six Sigma is uniquely driven by close understanding of customer needs, disciplined use of facts, data, and statistical analysis, and diligent attention to managing, improving, and reinventing business process.” • Pande. P.S., Neuman, R.P., & Cavanagh, R.R. ((2000). The Six Sigma Way: How GE, Motorola, and Other Top Companies Are Honing Their Performance. New York: McGraw-Hill. p. xi Dr. Joan Burtner Industrial Engineering

8. Six Sigma System Inputs • External • Voice of the Customer • Voice of the Market • Comparison with Competitors • Internal • Voice of the Process • Voice of the Employee Dr. Joan Burtner Industrial Engineering

9. Guidelines for Determining Metrics • Consider ways to measure Service as well as Output factors. • Practice continuous improvement of your measurement. • Set measurement priorities that match your resources (Prioritize for maximum potential gain.) • Stop measurements that are not needed or useful. Dr. Joan Burtner Industrial Engineering

10. Qualifications for Six Sigma Improvement Projects • There is a gap between current and desired/needed performance. • The cause of the problem is not clearly understood. • The solution isn’t predetermined, nor is the optimal solution apparent. Dr. Joan Burtner Industrial Engineering

11. General Guidelines for Implementation of Six Sigma Improvement Projects • Start small; don’t go for large scale changes at first • Select several well-defined projects • Expand projects after early successes are accomplished Dr. Joan Burtner Industrial Engineering

12. Implementation in the School of Engineering • Focus on freshman/sophomore year success • Seek to identify factors that are Critical to Quality (CTQ) • Culture change – students are simultaneously the customers and the product • Both quantitative and qualitative methodology • Six Sigma Team • Two faculty • One administrator • One staff member • Two students Dr. Joan Burtner Industrial Engineering

13. Pilot Projects • Voice of the Past Customer • Voice of the Current Customer • Others as determined by Six Sigma Team Dr. Joan Burtner Industrial Engineering

14. Student Success – Voice of the Current Customer • Begin with Voice of the Current Customer • Freshman/Sophomore Focus Groups • Stayers • Leavers • Metrics • Confidence in math and science abilities • Commitment to major/career • Work ethic • Financial considerations • Calling • Expectations/satisfaction Dr. Joan Burtner Industrial Engineering

15. Student Success – Voice of Past Customers • Voice of Past Customers (Fall 2000 Freshman Class) • Design of Experiments • Stayers: engineering seniors • Leavers: non-engineering seniors Dr. Joan Burtner Industrial Engineering

16. Student Success – Voice of Past Customers • Potential Critical to Quality Factors • Pittsburgh Freshman Engineering Attitudes Survey results • Confidence in math and science abilities • Reasons for choosing engineering • Threshhold courses • Commitment to major/career • GPA in math/science courses • Pre-entry factors: SAT, HSGPA • CIRP/YFCY data if available Dr. Joan Burtner Industrial Engineering

17. Continuous Improvement Coordinated Data Collection • Currently available customer satisfaction data • CIRP • YFCY • NSSE • Pre-entry characteristics (SAT, GPA) • Longitudinal performance • Course selection • Migration in/out major • Financial considerations • Aid • Employment Dr. Joan Burtner Industrial Engineering

18. Six Sigma Student Success Project Timeline • Year 1 • Implementation of pilot projects • Development of plan for constant metrics • Year 2 • Continuation of pilot projects • Preliminary feedback to administrators • Implementation of new metrics as needed • Year 3 • Evaluation of pilot projects • Final feedback to administrators • Initiation of additional Six Sigma projects Dr. Joan Burtner Industrial Engineering