Running head: ANALYZE PHASE 1 QSO 360: Analyze Phase Raminder Attwal, Derek Biedermann, Chrystal Kitowski, John Tvarok, Amanda Lavigne Southern New Hampshire University May 8, 2016 MEASURE PHASE 2 Project Mobile SNAP entered into the \"Analyze\" phase on May 4th. During this time, the main focus is analyzing the root cause of the process. As the project is related to SNAPS (Food Stamps) it's necessary to understand the major users of these particular apps. SNAPS close to 60% users are Childs and for apps mostly their parents would find useful. The generic features like cart items, quantity of items, pictures and other specification messages have to be embedded in an orderly manner. Design phase must check the practical viability of the added features and its existence. TOTAL VARIATION = PROCESS VARIATION + MEASUREMENT SYSTEM VARIATION Monitoring of activities can be done on trial phase or prelaunch phase where test models and test sample users are identified to understand the interphase and how it match with their requirements. Hypothesis testing F test ANOVA Chi-square Process variation can also be analyzed if there any gap exists. The fishbone diagram shows the the root cause of the SNAP program. The causes of delay in orders vary but the main concern is the lack of technological advancements done by the government. MEASURE PHASE 3 Value stream mapping can be done to eliminate non value added process and other features in the apps. Some apps might be asking unwanted questions that will not make any impact on the app use. Such quality check can be addressed by a thorough app testing or value stream mapping. Comparison with similar app and their features can also do at this stage. MEASURE PHASE 4 References Pyzdek, T. & Keller, P. (2014). Six Sigma Handbook. (4th Ed.) Boston, MA: McGraw-Hill Supplemental Nutrition Assistance Program. (2016). Retrieved from http://www.fns.usda.gov/snap/supplemental-nutrition-assistance-program-snap Supplemental Nutrition Assistance Program: Number of Persons Participating. (2016, April 8). Retrieved from http://www.fns.usda.gov/sites/default/files/pd/29SNAPcurrPP.pdf Supplemental Nutrition Assistance Program Participation and Costs. (2016, April 8). Retrieved from http://www.fns.usda.gov/sites/default/files/pd/SNAPsummary.pdf Running head: DESIGN PHASE 1 QSO 360: Design Phase Raminder Attwal, Derek Biedermann, Chrystal Kitowski, John Tvarok, Amanda Lavigne Southern New Hampshire University May 14, 2016 DESIGN PHASE 2 Project Mobile SNAP entered into the \"Design\" phase. The findings from the Analyze phase helped the group focus on lack of the governmental resources and the consumer experience that causes issues due to the lack of technological application. The critical to quality characteristics helps to identify the consumer need to have the process of SNAP streamlined and minimize the overhead on the government by creating a simple interface. The target value for is that the application will perform an easy interface to reduce the stress of a consumer to go through the SNAP process. The data requirements being captured from the voice of the consumer drove the product to be created. The voice of the consumer has been to have seamless digital application that will that will help to streamline the process for them and reduce time in to visit the government facilities and to be able to handle the SNAP process through their mobile device. The voice of DESIGN PHASE 3 the consumer has identified the need for a real-time chat component to help reduce the wait time via phone. It would be allowing for quick questions to be answered and ensuring the mobile device has a FAQ section. The test plan is being leveraged to identify gaps, mitigate risk and create compensating controls. The consumers using their voice help to identify requirements needed whereas the test plan allowed us to comprehend the delays in the digital application and how the application is being perceived by the consumer. As we move into the final stages of the product all items will be reviewed prior to implementation and a go/no go will be leveraged to ensure all key components have been completed prior to the full roll out to the consumers. DESIGN PHASE 4 References Pyzdek, T. & Keller, P. (2014). Six Sigma Handbook. (4th Ed.) Boston, MA: McGraw-Hill Supplemental Nutrition Assistance Program. (2016). Retrieved from http://www.fns.usda.gov/snap/supplemental-nutrition-assistance-program-snap Supplemental Nutrition Assistance Program: Number of Persons Participating. (2016, April 8). Retrieved from http://www.fns.usda.gov/sites/default/files/pd/29SNAPcurrPP.pdf Supplemental Nutrition Assistance Program Participation and Costs. (2016, April 8). Retrieved from http://www.fns.usda.gov/sites/default/files/pd/SNAPsummary.pdf Running head: DEFINE PHASE AND PROJECT SCOPE 1 QSO 360: Define Phase and Project Scope Raminder Attwal, Derek Biedermann, Chrystal Kitowski, John Tvarok, Amanda Lavigne Southern New Hampshire University April 24, 2016 DEFINE PHASE AND PROJECT SCOPE 2 Project Mobile SNAP initiated on April 1, 2016 with a meeting between the sponsor Tameka Williamson, Director of Budget and Program Analysis with the US Department of Agriculture, and Raminder Attwal, Lead Project Manager for Sigma Consulting Group (SCG). During this meeting, the problem was identified and objectives/deliverables were discussed. After establishing the priority level of the problem, high-level parameters were set on the schedule and budget, with a request for a more detailed projection to be completed when mapping the project out. A checkpoint meeting was set for April 24, 2016, between Tameka, Raminder, and the leads from her project team. On April 8th, Raminder returned to SCG and met with the lead members of her project team. The following are the individuals and roles for Project Team Sigma: Project Manager: Raminder Atwal Project Administrator: Chrystal Kitowski Software Manager: John Tvarok Program Manager: Derek Biedermann Research Analyst: Amanda Lavigne The first step was for Amanda to conduct a thorough needs analysis, which led to the development of the problem statement (previously provided). Derek, with the assistance of Chrystal and John, created a baseline schedule and budget. It was determined that the project would take eight months with an overall budget of $1.9 million. Raminder and Chrystal conducted a stakeholder analysis. The results of all analysis and the collaboration of team members during weekly planning meetings led to the creation of the project scope (attached), risk assessment, and a project charter (provided separately). The team will meet weekly going forward with a stakeholder checkpoint meeting to take place on May 30, 2016. This milestone chart indicates a timeline for the phases of the process: DEFINE PHASE AND PROJECT SCOPE 3 Project Mobile SNAP Project Manager: Raminder Attwal, SCG Date Created: 4/22/2016 Sponsor: Tameka Williamson, USDA Estimated Completion: 1/1/2017 Background: The Supplemental Nutrition Assistance Program (SNAP) is administered by the USDOA, providing nutritional assistance to approximately 44.7 million Americans (USDA, 2016). The process is time-consuming, expensive to administer, and challenging for participants inquiring into their available balances. Scope: Project Mobile SNAP will develop a mobile application which will allow participants to apply for and monitor benefits from their smartphone. The application will be compatible with all mobile platforms and will be completed by first quarter of 2017. The project will reduce application cycle time and government labor costs. It will also provide demographic and geographic data for future evaluation and planning. Approval Sponsor: ___________________________________ Date: ______________ DEFINE PHASE AND PROJECT SCOPE 4 References Pyzdek, T. & Keller, P. (2014). Six Sigma Handbook. (4th Ed.) Boston, MA: McGraw-Hill Supplemental Nutrition Assistance Program. (2016). Retrieved from http://www.fns.usda.gov/snap/supplemental-nutrition-assistance-program-snap Supplemental Nutrition Assistance Program: Number of Persons Participating. (2016, April 8). Retrieved from http://www.fns.usda.gov/sites/default/files/pd/29SNAPcurrPP.pdf Too Many Hurdles: Barriers to Receiving SNAP Put Children's Health at Risk. (2011). Retrieved from http://www.childrenshealthwatch.org/upload/resource/snap_brief_mar11.pdf Running head: MEASURE PHASE 1 QSO 360: Measure Phase Raminder Attwal, Derek Biedermann, Chrystal Kitowski, John Tvarok, Amanda Lavigne Southern New Hampshire University May 4, 2016 MEASURE PHASE 2 Project Mobile SNAP entered into the \"Measure\" phase on April 26th. During this time, the main focus has been gathering and organizing data so that it may be used as a baseline going forward. Sigma Consulting Group (SCG) took charge of the responsibilities since the \"Define\" phase, and with the assistance of Ms. Williamson and the USDA were able to gather the required information to move forward to the next stage of the process. Considering the problem being addressed is the inefficiency of the current process in regards to time, cost, and convenience, these were the areas where the data was derived from. John and Derek took the lead on gathering the relevant data and organizing it accordingly. Chrystal and Amanda created a process map for the application stage of Supplemental Nutrition Assistance Program (SNAP) benefits. This will be further utilized to compare the efficiency of the current process and the future state. MEASURE PHASE 3 The application phase is the stage of the process that this project is focused on, and, thus, the part of the process where data gathering and process mapping are centered around. Raminder, meanwhile, conducted a Gage R&R to ensure that the data collected was indeed valid. She also maintained communication with the USDA for the handling of information requests. When gathering the data, John and Derek made sure to capture information in sample sizes large enough for a satisfactory confidence level. The data represents a collection of information over time to also ensure that any variations due to the influence of timing can be ruled out. The first chart developed represents the average amount of time it takes for a participant to fill out the application for benefits. It does not include the time the individual waited in line to MEASURE PHASE receive application. 4 MEASURE PHASE 5 The target time is set to 0-5 minutes. This is where we should be, subsequent to the improvements made, along with a much better standard. deviation. Currently, the average time it takes to process an application is 22.67 minutes. The next chart represents the results of a customer service satisfaction survey taken from 100 samples. We will show a double bar chart in the improve and control phases to indicate that there has been a significant increase in customer satisfaction after the improvements have been made. MEASURE PHASE 6 Customer Satisfaction (Sample size 100) 50 45 40 35 30 25 20 15 10 5 0 Completely Satisfied Satisfied Somewhat not Satisfied Not Satisfied The next chart depicts the annual cost per participant that it costs the government to administer the program. The sample size is over a 20 year period. This information will be compared to the cost after the phone application has been rolled out. The expectation is a drop in cost due to a reduction in labor and overhead. Annual Cost to Administer Per Participant 140 120 100 80 Cost 60 40 20 0 The next chart represents the benefits provided in relation to the total cost of the program. The sample size is 20 years, providing for a fair representation of data. The expectation is to see MEASURE PHASE 7 the margin between benefits and total cost narrow. SNAP- Total Cost and Benefits 90 80 70 60 50 In Billions (USD) Benefits Total Cost 40 30 20 10 0 Year MEASURE PHASE 8 The objective of this phase of the project was to gain a clear understanding of how the process is being currently conducted. With the process map and detailed baseline data, SCG can move forward with confidence to accomplish the goals of the project. References Pyzdek, T. & Keller, P. (2014). Six Sigma Handbook. (4th Ed.) Boston, MA: McGraw-Hill Supplemental Nutrition Assistance Program. (2016). Retrieved from http://www.fns.usda.gov/snap/supplemental-nutrition-assistance-program-snap Supplemental Nutrition Assistance Program: Number of Persons Participating. (2016, April 8). Retrieved from http://www.fns.usda.gov/sites/default/files/pd/29SNAPcurrPP.pdf Supplemental Nutrition Assistance Program Participation and Costs. (2016, April 8). Retrieved from http://www.fns.usda.gov/sites/default/files/pd/SNAPsummary.pdf MEASURE PHASE 9