Six-Sigma7 - Six Sigma: Define Phase Define Phase Outcomes...

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Define Phase Outcomes Define the problem with a High-Level Problem Statement Specifically identify the process or product customers impacted by the problem Define CTQs (Critical to Quality) characteristics from the customer’s point of view Scope the project to a specific actionable level Develop a refined Problem Statement Document the Define Phase activities in a Project Charter Six Sigma: Define Phase
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Define Phase Elements Update Project Charter Define Problem Identify Customer Identify CTQs Map Process Refine Project Scope
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Define Phase Elements Update Project Charter Define Problem Identify Customer Identify CTQs Map Process Refine Project Scope
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Problem Statements Purpose To clearly define and quantify the problem To identify the potential metrics and measurement sources To identify the negative attributes, the current performance and their relationship to the customer
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Problem Statements Elements A specific statement of the problem being addressed Descriptive statements outlining locations and/or occurrences of problematic events Initial “scope of the problem” statement
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Delivery Timing Example First Pass – Dealers are dissatisfied with the amount of time it takes when a vehicle is ordered until it arrives at the dealership. First Revision – Dealers are dissatisfied when it takes over 45 days from when a vehicle is ordered until it arrives at the dealership. Second Revision – Dealers are dissatisfied when it takes over 45 days from when a popular vehicle (such as an Explorer) is ordered until it arrives at the dealership.
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Identify Customer Update Project Charter Define Problem Identify Customer Identify CTQs Map Process Refine Project Scope
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Definition of a Customer In simple terms, a customer is the recipient of a product or service.
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Internal Product/Service Customer External Product/Service Customers are recipients of products and/or services.
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Defining the Customer At times, the customer of the project may not be as evident as initially thought. The receiver of the next operation, an internal department, could be thought of as a customer. The external customer of a process could be the purchaser. But yet, if the purchaser is a distributor, then they may not really be the true customer. Pande, et al. points out that the primary customer of the process will or should have the highest impact on the process. The primary customer is of utmost importance to the process. The sorting out of the primary customer may take some discussion on the team's part. The question of "Who is the customer?" may bring out discoveries of "which customers make us money?". That is, are there certain customers that make up the bulk of company revenues? Are there a small proportion of customers that simulate the Pareto law? The case being that 80% of the revenues come from 20% of the customers, or that 80% of net profit comes from 20% of the customers. See the discussion of Pareto analysis later in this Section.
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Six-Sigma7 - Six Sigma: Define Phase Define Phase Outcomes...

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