DMAIC Case Study: Enhancing Quality in Starbucks Services

Running Header: DMAIC Draft 1 DMAIC CASE STUDY DRAFT Name Course Institution Date Author Notes I have no known conflict of interest to disclose. "<Disclose conflicts, if any>" Correspondence concerning this article should be addressed to [insert your name][ insert your email]

DMAIC Draft 2 Abstract DMAIC which is part of leans six sigma is an improvement cycle that is applied in real world business issues. It helps in improving quality and customer services and optimization of processes for business stabilization. DMAIC helps in improving efficiency and effectiveness of processes. DMAIC is quality data driven strategy. For the draft a case study of a company seeking to improve quality and services delivery to customers will be defined. Keywords: Defines, Measure, Analyze, Improve and Control

DMAIC Draft 3 Introduction DMAIC helps improve processes and customer satisfaction. Starbuck is a multinational coffeehouse with it originality being America. It is the largest coffee chain in the world. Given that it is a large corporation one of its branches in U.S is having issues with customer services and quality of the product (Dominko, 2022). The reputation of the franchise is being tarnished and this means that they can lose customers due to poor quality services (Dominko, 2022). The store is reporting shortage of coffee ingredients which has made customers not get the order they want. The company management is trying consultancy services that can apply DMAIC to restore the lost glory. Any company to survive, it needs it loyal customers plus new incoming ones, poor quality products, shortage of product and poor services can lead to the losses and lastly loss of business. DMAIC can be used in any type of business or situation to improve the overall performance. It will be applied in the given case study to solve problems presented. Plan (Case Study Plan) The plan is to solve the issues being experienced by Starbuck using DMAIC which is a Lean Six Sigma process. DMAIC has the following five steps, defines phase, measure phase, analyze phase. Improve phase and control phase. The aim is to identify the root cause of the issues through mapping the franchise processes. After the issues have been mapped, solutions are identified and implemented. The solution implemented improve the processes are monitored to ensure that they do not reoccur. Also, it makes sure that the improvement solution does not introduce new issues to the processes. The approach to be applied is the quality data collection and analysis to point exactly at what process step the issue presents itself. DMAIC approach integrate analytical tools for data analysis.

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DMAIC Draft 4 Define Phase This is the phase where the problem will be defined, how the problem is manifesting itself, and concerns raised by the customers. At this phase it where a problem statement will be developed which will include aspects of the problem being experienced and voice of the customer (VOC) (Monday, 2022). First, I will develop a comprehensive problem statement. If need be I will consult with Starbuck management and employees so as to ensure all problems being faced by the company are included  The problems will be mapped out. Mapping can be done by looking at the process cycle and noting places that seems to be problematic (Bhargava & Gaur, 2021). In our case the main issue is quality, deficiency of product and poor services  Customers’ voice will be listened to and issues noted (Monday, 2022). The customers can be the regular ones or the ones that decided to no longer buy coffee from Starbucks. Also, involvement of the stakeholder will enable in gathering the required information  The improvement project will be outlined and resources required for completion of the project mapped out  Lastly, it is important to understand the value stream map as it will provide an overview of the entire process and help in analyzing what is required to meet the customer needs (Bhargava & Gaur, 2021).

DMAIC Draft 5 Measure phase After the improvement project has been defined, the next step is monitoring the progress. The goals of this project are to reduce customer complains through sustainable quality and supply and better customer services. When using Lean Six Sigma it good to calculate the performance of the company as it will help in understanding the current state of the company (Dillman et al, 2020). This is to be used later to compare with results gotten after the changes have been implemented. The steps to be undertaken at phase are;  Data collection of the processes involved until the final product is delivered to the customers. Data collected can be from the annual sales reports, interviewing of the management and employees and customers feedback  You need to define what will be measured and methods to be used to measure the processes (Hollingshed, 2021).  The measurement methods are to be validated to ensure correct data is generated. These methods must be able to show the frequency of the problems  The measurement metrics will be used to determine if the current process meets specifications through capability analysis (Hollingshed, 2021). Analyze Phase This is the phase where the data collected is analyzed to determine the potential root cause of the problems being experienced (Ahmed, 2019). There are various methods to use to

DMAIC Draft 6 identify the source of the problem include root cause analysis (RCA) and failure mode and effects analysis (FMEA) (Velásquez & Lara, 2022). The steps are:  Root cause analysis to uncover the causes of the issues being experienced.  Identification of the failures which can be services, products and process failure through the five whys  A chart will be drawn to show the different types of variations within the processes. Improve Phase The phase will focus on improving performance through elimination of root cause. There are many ways of getting improvement ideas including brainstorming and design of experiment (DOE) to solve complex issues (Rachmadini & Nugroho, 2021). The focus at this phase will be to introduce solutions that will improve the overall performance of the company. The solution will be implemented and checked if they are functional using a plan checker. Control Phase This is the phase where quality control plan will be documented. The plan is to keep the improved process in its current level and ensure there is no relapse.  There will be a statistical process control to monitor progress.  The 5S that is Sort, Set in order, shine, standardize and sustain will be implement to organized and controllable workplace (Palange & Dhatrak, 2021).  Mistakes will be proofed to ensure they do not reoccur in the near future. Conclusion

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DMAIC Draft 7 This section will wrap up the entire process with findings and what needs to be improved. A biblical integrated argument will also be included. The biblical integration will show how DMAIC is helpful process improvement. References Ahmed, S. (2019). Integrating DMAIC approach of Lean Six Sigma and theory of constraints toward quality improvement in healthcare. Reviews on environmental health , 34 (4), 427- 434. Bhargava, M., & Gaur, S. (2021). Process improvement using six-sigma (DMAIC process) in bearing manufacturing industry: a case study. In IOP Conference Series: Materials Science and Engineering (Vol. 1017, No. 1, p. 012034). IOP Publishing . Dillman, R. O., Dillman, R. O., & E. McClure, S. (2020). Cancer registry survival data for metrics of continuous quality improvement and quality assurance. Clinical Oncology and Research , 1–10. https://doi.org/10.31487/j.cor.2020.01.04 Dominko, M., 2022. 5 Reasons Starbucks Is In Turmoil Right Now — Eat This Not That. [online] Eat This Not That. Available at: https://www.eatthis.com/news-reasons- americas-largest-coffee-chain-is-in-turmoil-right-now/

DMAIC Draft 8 [Accessed 20 September 2022]. Hollingshed, M. (2021). Standardizing Six Sigma Green Belt training: identification of the most frequently used measure phase DMAIC tools. International Journal of Lean Six Sigma. Monday, L. M. (2022). Define, Measure, Analyze, Improve, Control (DMAIC) Methodology as a Roadmap in Quality Improvement. Global Journal on Quality and Safety in Healthcare, 5(2), 44-46. Kumar, P., Singh, D., & Bhamu, J. (2021). Development and validation of DMAIC based framework for process improvement: a case study of Indian manufacturing organization. International Journal of Quality & Reliability Management . Palange, A., & Dhatrak, P. (2021). Lean manufacturing a vital tool to enhance productivity in manufacturing. Materials Today: Proceedings , 46 , 729-736. Rachmadini, F., & Nugroho, R. E. (2021). Recommendation to Improve Wireless LAN Controller (WLC) Device Performance Using DMAIC Method. NVEO-NATURAL VOLATILES & ESSENTIAL OILS Journal| NVEO, 10593-10600. Velásquez, R. M. A., & Lara, J. V. M. (2022). Converting data into knowledge with RCA methodology improved for inverters fault analysis. Heliyon, 8(8), e10094.

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