What the scope could be: It could be a timeframe (Example: from the time a customer walks through the door to when they leave the restaurant.) It could even be a subset of that. (Example: all of the steps from the moment a customer is seated to when they are served the check.) Not included in this scope: Quality or quantity of the food. Note: Is quality and quantity of food important? Yes, but that would be another project at some other time. Let’s say the scope was never defined. The team would start to work on delivery time. Then they might include the quality of the food, food quantity consistency, customer comfort, temperature in drinks, room temperature, restroom cleanliness, the Villanova Student Use Only
| 33 Villanova University Six Sigma Black Belt Online Textbook Project Charter Highlights sign out front needs to be painted, and on and on. The project would never get done. Plus, how can the team ever take “the before picture” or develop the process map without first defining the scope? The scope could also be: It could be a subset of process steps (Example: from, and including the seating step through, and including everything up to, but not including the payment of the check. What the scope is intended to do is place limits on what the team is working on. Boundaries: The scope defines the boundaries of the project – usually some beginning point and ending point. For example, if I were leading a project to improve the delivery of course materials to students, we might have the following boundaries: The process ( in this project ) starts: When the customers say, “Yes, I am interested in enrolling.” The process ( in this project ) ends: When the customer receives the box from UPS that contains their book, CDs, and text. The project stays within that confinement. Included might be: Enrollment process, warehousing process, accounting process, and UPS delivery process. What would NOT be included: • Errors in the books or CDs • User friendliness of the materials • The length of time involved by the enrollment representative to “close the sale” as that would be just outside of the predefined scope • The length of time involved by the student to login to the class as that would be just outside of the predefined scope • Any of these items would be fine for some other project Scope creep: “Scope creep” is a common phenomenon with teams, but should be avoided. If the scope was predetermined to be as stated above, the team should stick to the confines of that scope. If they do not stick to it, eventually the team might begin to work on “login times.” Then, they might add to that the time it takes the enrollment rep to “close the sale.” Then, they might add to that making sure all materials are delivered error free … and on and on it goes. The scope creeps on and on. The team soon becomes frustrated and the probably of failure increases. It is best to establish the scope – then, they need to stick to it.
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