Bill Smith (1929 – 1993)

Bill Smith’s main contribution is the development of Six Sigma process improvement methodology. Underlying in Six Sigma is the concept first identified by Walter Shewhart that every process has variability and that process variability can be a source of inefficiency and can cause product defects. Reducing process variability can then reduce defects, improve product quality and customer satisfaction, and improve organizational profitability. Smith developed the rigorous and data-driven DMAIC process improvement method to reduce process variation and Six Sigma to systemize continuous improvement across an organization.

Mr. Smith was an American engineer and statistician born on June 29, 1929, in Brooklyn, NY. He graduated from the US Naval Academy in 1952 and later studied at the University of Minnesota’s School of Management. After 35 years working in engineering and quality assurance, Smith joined Motorola in 1987 to lead their efforts to dramatically improve product quality. Upon arriving, he championed a quality improvement methodology he called ‘Six Sigma’, and under the auspices of Motorola CEO Robert W. Galvin, implemented the approach across the company.  Smith’s Six Sigma used basic statistical methods to identify and eliminate sources of process variation. Reduced variation subsequently led to fewer defects and improved customer satisfaction, and ultimately, increased company profit. The new approach to process improvement and operational excellence so significantly improved Motorola’s process and product quality that in 1988 the company was awarded the prestigious Malcolm Baldrige National Quality Award. Winning the award was a significant achievement for Motorola and helped to establish Six Sigma as a leading quality improvement methodology.

Bill Smith’s vision and dedication to improving product quality through fact-based problem analysis continue to shape how companies improve efficiency and satisfy customers today. Six Sigma is used broadly across industries and it is recognized as a critical driver of operational excellence and business success. Smith died of a heart attack while at work in 1993 but his contributions to quality and process improvement continue to be recognized. In 2010, he was posthumously inducted into the Six Sigma Hall of Fame as its inaugural honoree.

Six Sigma Method

Six Sigma is a data-driven quality management methodology that improves businesses by reducing process variability and thereby improving product quality. It can be understood as a (ASQ, 2023):

• Philosophy – The philosophical perspective views all work as processes that can be defined, measured, analyzed, improved and controlled.
• Set of tools – The Six Sigma expert uses qualitative and quantitative techniques to drive process improvement.
• Methodology – This view of Six Sigma recognizes the underlying and rigorous approach known as DMAIC (define, measure, analyze, improve and control).
• Metric – Six Sigma quality performance means 3.4 defects per million opportunities.

Six Sigma principles include (C.S.S.C., 2023):

1. Customer focus: Six Sigma puts the customer at the center of the quality improvement process, aiming to meet or exceed customer expectations.
2. Data-driven decision-making: Six Sigma relies on data analysis and statistical methods to identify areas for improvement, measure progress, and evaluate the effectiveness of process changes.
3. Process improvement: Six Sigma seeks to improve business processes by identifying and eliminating sources of variation and waste to achieve consistent, predictable results.
4. Continuous improvement: Six Sigma is a continuous improvement methodology focusing on making ongoing incremental improvements to processes and products.
5. Organizational involvement: Six Sigma creates a continuous improvement culture by involving the entire organization, from top management to frontline employees, in quality improvement.

DMAIC

DMAIC is an acronym for Define, Measure, Analyze, Improve, and Control. The DMAIC method is used to improve existing processes and products by identifying and eliminating the root causes of defects, reducing variation, and improving overall quality. DMAIC is a reactive methodology that is used when there are problems or defects in a process that need to be addressed. The DMAIC elements are defined by the following:

1. Define: In this stage, the problem or opportunity for improvement is identified, and the project’s scope is defined. The project goals are set, and the key stakeholders are identified.
2. Measure: In this stage, the current process is measured, and data is collected to establish a baseline performance. The data collected can include process maps, flowcharts, and statistical analyses.
3. Analyze: In this stage, the data collected in the previous stage is analyzed to identify the root cause of the problem. Various techniques, such as statistical analysis and process flow diagrams, are used to identify the root cause.
4. Improve: In this stage, potential solutions are identified, tested, and implemented to address the root cause of the problem. The solutions are evaluated, and the best solution is selected for implementation.
5. Control: In this stage, a control plan is developed and implemented to ensure that the improvements made in the previous stage are sustained. This includes developing standard operating procedures, establishing process controls, and monitoring the process for any changes that may occur.

Six Sigma uses another process when a new process needs to be created. Depending on the organization that is implementing Six Sigma, it can go by several names. The most common is DMADV, i.e., Define, Measure, Analyze, Design, and Verify.

The Big Ideas for Operations Management

Bill Smith is considered the “Father of Six Sigma”, a hugely popular process improvement methodology adopted by organizations around the world. Like most transformational quality and operations management initiatives, Six Sigma built on the work of others and was subsequently advanced by still others. For example, Six Sigma advanced Total Quality Management (TQM) ideas and methods and the Six Sigma’s DMAIC (Define-Measure-Analyze-Improve-Control) process improvement method built on Walter Shewhart’s PDSA (Plan-Do-Study-Act) ‘Shewhart Cycle’ for learning and improvement and W Edwards Demings PDCA (Plan-Do-Check-Act) cycle. Subsequently, Jack Welch at General Electric formalized the now-standard approach for implementing Six Sigma, and Michael George of The George Group paired Lean production with Six Sigma, creating Lean Six Sigma.

Six Sigma has evolved over the years. For example, Lean Six Sigma combines the principles of Six Sigma and Lean manufacturing to better reduce waste and improve efficiency. Design for Six Sigma (DFSS) uses the Six Sigma methodology to design net-new products or processes. However, despite the adaptations, the core principles of Six Sigma remain the same. Bill Smith’s ideas continue to shape the way organizations approach process improvement and operational excellence around the world.

Sources

ASQ. (2023). What is Six Sigma? ASQ. https://asq.org/quality-resources/six-sigma

C.S.S.C. (2023). Six Sigma: A Complete Step-By-Step Guide. Council of Six Sigma Certification. https://www.sixsigmacouncil.org/wp-content/uploads/2018/08/Six-Sigma-A-Complete-Step-by-Step-Guide.pdf

George, M. L. (2004). Lean Six Sigma. McGraw Hill.

Harry, M. (2023). Six Sigma Story. Dr. Mikel J. Harry, Ltd. https://www.mikeljharry.com/story.php?cid=2

iSixSigma-Editorial. (2010, February). iSixSigma’s Inaugural Hall of Fame Inductee: Bill Smith. ISixSigma. https://www.isixsigma.com/awards-and-standards/isixsigmas-inaugural-hall-fame-inductee-bill-smith/

Pepper, M. P. J., & Spedding, T. A. (2010). The evolution of lean Six Sigma. International Journal of Quality \& Reliability Management.

Pyzdek, T., & Keller, P. (2014). Six sigma handbook. McGraw-Hill Education.

Schroeder, R. G., Linderman, K., Liedtke, C., & Choo, A. S. (2008). Six Sigma: Definition and underlying theory. Journal of Operations Management, 26(4), 536–554.

Smith, B. (1993). Six-sigma design (quality control). IEEE Spectrum, 30(9), 43–47.