🔍 Six Sigma Detective: DMAIC Mystery Solver

Case #001: The Pizza Delivery Crisis

PizzaFast Corp is experiencing customer complaints about late deliveries.

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DEFINE
MEASURE
ANALYZE
IMPROVE
CONTROL

Phase 1: DEFINE - Identify the Problem

Interview stakeholders to understand the problem. Click on questions to reveal answers.

👤 Customer Service Manager
"What complaints are you receiving from customers?"
"We're getting 50+ complaints daily about pizzas arriving cold and late. Customers say delivery times exceed 45 minutes, when we promise 30 minutes or less."
"How long has this been happening?"
"The problem started about 3 months ago and has been getting progressively worse. We've lost 15% of our regular customers."
👤 Operations Manager
"What do you think is causing the delays?"
"It could be multiple factors - our delivery fleet, kitchen processes, or order management system. We haven't had time to investigate properly."
"What's the impact on the business?"
"We're losing about $50,000 per week in refunds and lost customers. Our reputation is taking a serious hit."

💡 DMAIC Tip

In the Define phase, clearly identify the problem, its impact, and stakeholders. Document the current state and desired future state.

Phase 2: MEASURE - Collect Data

Click on each metric to collect data about the current process performance.

Average Delivery Time
?
Order Preparation Time
?
Driver Wait Time
?
Actual Driving Time
?
Defect Rate (Late Orders)
?
DPMO
?

💡 DMAIC Tip

In the Measure phase, collect baseline data to understand current performance. Calculate key metrics like DPMO (Defects Per Million Opportunities) to quantify the problem.

Phase 3: ANALYZE - Find Root Causes

Build a Fishbone Diagram

Drag the potential causes to the appropriate categories in the fishbone diagram.

Late Pizza Deliveries
People: High driver turnover
Methods: Poor route planning
Materials: Running out of ingredients
Machines: Oven capacity limited

Pareto Analysis

Click on the bars to see the percentage of delays caused by each factor.

Route Planning
Driver Wait
Order Queue
Kitchen
Other

💡 DMAIC Tip

The Analyze phase uses tools like Fishbone Diagrams (Cause-and-Effect) and Pareto Charts to identify root causes. The Pareto principle states that 80% of problems come from 20% of causes.

Phase 4: IMPROVE - Implement Solutions

Select the best solutions to implement based on your analysis.

🗺️ GPS Route Optimization

Implement smart routing software to optimize delivery paths.

Cost: $$ | Impact: High | Time: 2 weeks
📱 New Dispatch System

Automate order assignment to reduce driver wait time.

Cost: $$$ | Impact: High | Time: 1 month
🎓 Driver Training

Comprehensive training program for delivery efficiency.

Cost: $ | Impact: Medium | Time: Ongoing
🔥 Add More Ovens

Increase kitchen capacity to reduce preparation bottlenecks.

Cost: $$$$ | Impact: Low | Time: 3 months

💡 DMAIC Tip

In the Improve phase, generate and test solutions. Consider cost, impact, and implementation time. Focus on solutions that address the root causes identified in the Analyze phase.

Phase 5: CONTROL - Monitor & Maintain

Set up control charts to monitor the improved process.

X-bar Chart: Average Delivery Time

UCL: 35 min | Center: 28 min | LCL: 21 min

💡 DMAIC Tip

The Control phase ensures improvements are sustained. Use control charts to monitor process performance and detect when the process goes out of control.