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Sales Talk Track for Quality Engineering, Reliability, and Six Sigma

Quality Engineering, Reliability and Six Sigma with JMP 15

Usage: This is intended to be a living document. We need sales’ help validating this messaging. Does it play well? We will gladly incorporate changes in future versions of this document in the spirit of continuous improvement. Thank you!

AUDIENCE: Anyone tasked with managing and measuring quality or reliability; anyone who is part of a Six Sigma initiative. Relevant to manufacturing, pharma, and other industries. We are seeing opportunities in health care.

CRITICAL BUSINESS ISSUE: Get high-quality, reliable offerings to market quickly with minimal waste.

GOAL: Develop loyal and satisfied customers by providing high-quality consistently reliable products and services. Quality may be apparent from the start, but reliability is proven over time and is what determines the level of customer satisfaction. Quality, reliability and service are all essential for cultivating repeat purchases and loyal customers.

Defining the Problem

Customer Issue Description

1) Deliver continuous improvement. The market demands continuous improvement, yet in the face of constant change and growing complexity, it becomes a challenge simply to maintain quality and reliability, let alone improve them.

2) Manage Uncertainty. We need to understand what factors enable better decisions in the face of constant change.

3) Stay competitive. To protect our brand, stay competitive and minimize warranty costs, we need to minimize complaints and deliver offerings that consistently meet or exceed customer expectations and that perform well over time.

Business Impacts of Not Addressing the Issue

· Customer loyalty and satisfaction may suffer, resulting in attrition.

· Inefficient use of resources can result in waste, reduced reliability, and increased costs. Poor quality and poor quality over time (which is reliability) are expensive:

· Internally, poor-quality processes impact profitability. If yield/day is only 83% because of poor processes and systems, the low-quality work must be destroyed, reworked or fixed, adding to costs in time, materials, labor.

· Externally, if reduced-reliability or poor-quality products reach customers, you will incur costs of returns, replacements, or worse, lost customers. This can impact your reputation—another cost.

External Validation of the Business Impact

“We hope to enhance everyone’s engineering capabilities through the use of Six Sigma – with the application of JMP of course. We regard JMP as a critical tool for the implementation of Six Sigma, a tool that can support our strategic implementations.”

-Henry Qiao, Six Sigma Deployment Manager, Amperex Technology Ltd.

“We have saved both money and time by using JMP. The outcome—and the motivation for all of this — is that our customers benefit. The quality of our products has improved, and our products are now released from R&D stages to manufacturing much faster.”

-Dr. Siyuan Frank Yang, Corporate Member of Technical Staff, SMIC

Challenges/Barriers to Addressing the Issue

· Organizational culture. Some organizations think they have quality and reliability under control. Some have a handle on it, but most are going to fall somewhere in the middle.

· Perceived cost. Organizations resist change and fear what it will cost to invest in the tools, skills and new processes needed to measure the things that will help them improve quality.

· Data. Having the right data, dealing with more data, getting data into the software, and getting data ready for analysis.

· Perceived difficulty/lack of knowledge. Some organizations may not know how easy it is to find the root cause, know what questions need to be asked, or know how to answer the right questions.

JMP’s Solution to the Problem

Our Approach and Value Proposition

Achieving high quality requires a passion for, and dedication to, continuous learning and improvement. Systematically using data to determine more efficient and effective ways to get things done – and minimizing the associated cost, waste and time – delivers better processes, products, services and levels of organizational performance. JMP provides the full spectrum of capabilities to help you build and protect your brand, reduce time to market and warranty costs, and deliver reliable products and services that consistently meet or exceed customer expectations. With JMP, you can:

· Identify emerging issues, determine root causes and contain and resolve them before they become customer problems.

· Find design vulnerabilities, pinpoint defects in materials or processes, and then determine how to reduce them.

· Identify improvement opportunities, uncover solutions and communicate results visually using Visual Six Sigma.

· Manage and optimize processes over time.

Differentiating Capabilities

· Dynamic visualization. Rich and interactive visualization tools in JMP make statistical discovery easier and more effective, leading to innovation. Our competitors’ graphs are static.

· Cost of ownership. JMP is less expensive than the competition. We support your reliability engineers, researchers, Six Sigma teams and data miners with a single product that can add value throughout an entire organization. For example, in Reliasoft if you want to do Weibull analysis, you need one product. To do growth analysis, you need another product. For reliability analysis, you need yet another product. JMP performs all these analyses and more. We can penetrate with a new opportunity (reliability) and expand to other areas, e.g., displacing Minitab for Six Sigma, etc. This makes it inexpensive and lean. We can support the most advanced to least advanced user.

· Compelling graphics. A quality manager’s most important job is communicating with and getting buy-in from senior management for making a change, spending more money, etc. JMP presents information in a way that makes it easy for decision makers to understand and take appropriate action.

· Ease of use. With JMP’s interactive, intuitive design, you can easily load, explore and analyze your data and “see” results quickly, so you begin correcting issues immediately.

· Design. Everything that’s done in JMP you can do with pen and paper. Software is important. JMP is as much about the way we do things as what we do – it’s the interplay between the user and the software that generates the value. The world is full of software, some of it good and some less so. JMP is designed to make the user productive.

· Reliable measurements. With input from the expert, Dr. Donald Wheeler, JMP has implemented Wheeler’s proven techniques for evaluating the measurement process to more reliably assess performance.

· Reliability analysis. Prevent failure and improve warranty performance by pinpointing defects in materials or processes so you can address them sooner.

· Repairable systems analysis (new in 13) is integrated in one design so users can avoid switching modules.

Case Study

NXP Semiconductors

Challenge: Design, test and manufacture new semiconductor solutions that can power a rapidly changing automotive industry.

Solution: Use advanced analytics in JMP Pro to transform chip testing and manufacturing processes.

Results: JMP Pro tangibly improves solution design and manufacturing, Six Sigma training and other process-improvement efforts that help keep NXP at the forefront of the market.

JMP 15

· New Model Driven Multivariate Control Chart platform allows users to monitor large amounts of highly correlated processes. The platform can be used in conjunction with the PCA and PLS platforms to monitor multivariate process variation over time, give advanced warnings of process shifts and suggest probable causes of process changes.

· Control Chart Builder enhancements.

· Enhanced Capability Analysis report in Distribution platform (now Process Capability).

JMP Pro 15

· There are some minor enhancements to Repairable Systems Simulation and Reliability Block Diagram.

· Other JMP Pro 15 enhancements can be leveraged as part of the quality and reliability workflow.

JMP Live

If they need to share information in an interactive way with others that scales (not in Powerpoint, Excel, emails, etc.), make JMP reports available to non-JMP users, publish reports that are created automatically, have a repository for project data and reports, deploy dashboards, or create a shared space to foster collaboration, JMP Live may be an option.

Sales Cycle Guidance

Prospecting Criteria
Growing complexity
· Quality and reliability engineers facing challenges with more complex products and services. · Manufacturers with expensive or time-sensitive materials where the cost of quality is important to manage. · Service and health organizations needing to continue to adopt these same techniques and tools for continuous improvement, customer satisfaction. · Forward-thinking organizations that want to get a better handle on managing processes that are growing in complexity. · Organizations are more visual with quality/reliability data. Effectively communicate findings via easy-to-understand graphics.
Staying competitive
· Commercial organizations – effectively addressing quality can yield efficiency improvements and increased ROI. · Warranty departments seeking a greater understanding of what’s driving warranty costs and customer complaints. · Independent of industry segment, all organizations face competition that is global and stiff. Be on the cutting edge or fail.

Conversation Starters

· What functional group are you in and how does your group fit in your organization? (Determine the relevance of analytics to the organization and to them as an individual.)

· What is your role, how do you fit in and what’s your background? (Get them to talk about their product or service. Even if you already know, have them explain their product portfolio and what they do.)

· What is your primary goal?

· What is executive level commitment?

· Are people accountable? It takes time, effort, training, money to achieve quality; JMP accelerates time to insight / value.

· How do you monitor quality today?

· What tools do you use? Who are the key users of the current tools?

· Describe your solution.

· What type of analysis do you do? What type of analysis are you looking to do?

· Are the processes and products you’re monitoring growing in complexity?

· Do you have a good handle on all the sources of variation in your processes?

· Do your systems require maintenance and repair? Are you interested in up-time/down-time system availability?

Sales Cycle Tips

· If competing software products are already in use, there may be a way for JMP to displace them, but it may require going to multiple departments, involving more senior managers, and possibly IT. Cost of ownership is a big play here; we can support expansion of JMP to other departments, eliminating need to support multiple vendors. Big cost savings for IT.

Capabilities Map

Expanded Discussion of JMP Capabilities and the Value Created/Vision

Capability Description

Diagnostic Questions

So What? Value/Impact

Process Control

· Control Chart Builder Platform

o Attribute Charts

o Rare Event Charts

o Capability Analysis

· Capability Platform

· Model Driven Multivariate Control Chart Platform

· Can you quickly and easily see sources of variation in your processes?

· Can you dynamically alter rational subgroups?

· Does your data contain lots of zeros? If so, how can you derive meaningful insight to the process?

· Are you able to evaluate capability performance for numerous metrics on one graph?

· Can you monitor multivariate process varation over time?

· By honing in easily and quickly on problem sources, you can address them more quickly. Time is money!

· Correctly answer the right questions regarding driving sources of variation in your process?

· Deploy G and T Rare Events Charts to manage inflated variances thus providing accurate assessments.

· Compare Cpk and Ppk performance, easily manage subgroup schemes, import/export spec limits. Visually prioritize variables needing improvement.

· Get advanced warnings of process shifts and suggest probable causes or process changes.

Measurement

· Wheeler’s Evaluating the Measurement Process (EMP)

o Complex Model support.

o AIAG GRR option.

· How do you assess the reliability of your measurements?

· How much variation in your system is due to measurement variation?

· Are your measurement systems stable?

· Visually “see” the sources of variation in your measurement process.

· Quantify the impact of measurement error on your process. Note that product measurements = product values + measurement error.

· Measurements placed on control charts allow you to assess consistency of values over time.

Reliability

· Destructive Degradation Platform

· Reliability Growth Platform

· Reliability Forecast Platform

· Manage Complex System Reliability (RBD and RSS)

· Do you have to destroy samples to analyze failure data?

· Can you determine if reliability design efforts make the product better, worse, or have no effect?

· Do you have the proper spare parts inventory for the required repairs? How do you predict future warranty performance and know that you are using the proper models for those predictions?

· Can you evaluate and optimize the reliability of a complex system?

· Easily determine crossing times, no JSL required, simply select a model from model library and go. No need to specify starting values.

· Being able to assess design and improvements are key to achieving quality over time.

· Warranty and customer satisfaction problems.

· The JMP Reliability Block Diagram platform allows you to predict performance for complex serial and parallel systems. Perform “What-if” analyses for system optimization opportunities.