02 Define Phase

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Define PhaseDefine Phase

DMAIC

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To determine the purpose, objectives and

scope of the project, to collect information

on the customer and the process involvedand to specify the project deliverables to

the customers.


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Define PhaseDefine PhasePURPOSE:To determine the purpose, objectives and scope of

the project, to collect information on the customer

and the process involved and to specify the

project deliverables to the customers.

WhyWhy is the Define phase important?is the Define phase important?The Define phase sets the expectations of the improvement project .

DMAIC

The CustomerThe Customer

The Define phase uses feedback from the customer or

marketplace to identify potential opportunities for

improvement.

Surveys

Focus groups

Interviews

Customer complaints

Competitive business environment

atat are t e nputs to t e e ne p aseare t e nputs to t e e ne p ase

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C. Define ProcessC. Define ProcessMapMap

DEFINE Phase StepsDEFINE Phase Steps

MeasureMeasure AnalyzeAnalyze ImproveImprove ControlControl

A. Identify Customer &A. Identify Customer &Project CTQsProject CTQs

B. Develop TeamB. Develop TeamCharterCharter

Define

Define

DMAIC

Define Process Connect the Customer to

Your Process

Map Business Process

Identify Customer(s) Compile & Evaluate Data

for Existing Customers

Analyze Voice of theCustomer(s)

Translate Customer

Needs Into Requirements(CTQs)

Integrate CTQs withBusiness Strategies

Identify Project CTQs

Develop The Problem andGoal Statements

Develop The BusinessCase

Determine Project Scope

Select Team & Define

Roles Set Project Milestones

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Customer & Project CTQsCustomer & Project CTQs

CUSTOMERCUSTOMER -- Whoever receives the output of yourWhoever receives the output of your processprocess

Elements of Process Map

Internal Customer Vs. External CustomerInternal Customer Vs. External Customer

DMAICStep A

DMAICStep A

Project CTQsProject CTQs Outputs Ys that answer the customerOutputs Ys that answer the customerrequirements!!requirements!!

PROCESSPROCESSSupplier OutputOutputInputInput Customer

Y = f(X) thinking 4


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DMAICStep B

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Importance of Project Charters

A project charter is an agreement between

management and the team about what is expected.

The charter:

DMAICStep B

Clarifies what is expected of the team. Keeps the team focused.

Keeps the team aligned with organizational

priorities.

Transfers the project from the champion(s) tothe project team.

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Elements of a Project Charter

Six Major Elements of a Charter

1. Problem Statement

2. Goals and Measures (indicators)

DMAICStep B

BeBe SMARTonSMARTon

problem and goalproblem and goal

1. Expecte Customer Bene its2. Expected Business Results

3. Business Case

4. Scope

5. Team Members & Support required

6. Milestones

SpecificSpecific MeasurableMeasurable AttainableAttainable

RelevantRelevant TimeTime BoundBound

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Description of the problem (what? where? since when? based on which data?based on which facts?)

Voice Of Customer

Internal perception

1) Problem

Statement

Project Charter DMAICStep B

Develop Goal statement or Objective in clear, concise, measurable terms.

Demonstrate alignment of the project with the company / business strategy

2) Goal

Statement

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Why to do the project?

What if project not done?

Financial Business Case

3) Business

Case

What Comment Cost

Project Charter (Cont.)DMAICStep B

Project LaborProject Materials

Project Contractors

Equipment investment

Yearly operation costTOTAL Costs 0

Incremental Revenues

Labor SavingsMaterial SavingsTOTAL Benefits (1 year) 0

ROI 0

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Black Belt:

Team members:

Manager:

4) Project

scopeProject: in scope Project: out of scope

5) Team

Project Charter (Cont.) DMAICStep B

Master Black Belt:

VP Quality / Quality Manager:

team:

Customers:

D M A I C

Dates:

Gantt

6) Milestone

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High Level Process MapHigh Level Process Map

COPIS - Process Thinking

Requirements Requirements

Its goal is to connect the customer to the process

and identify key inputs and requirements.

DMAICStep C

Starts With the Customer . . .Starts With the Customer . . .

. . . Ends With the Customer. . . Ends With the Customer

Starts With the Customer . . .Starts With the Customer . . .

. . . Ends With the Customer. . . Ends With the Customer

SIPOC - Process Flow

SSSuppliers II Process OOOutputs CCCustomer

MeasuresMeasures MeasuresMeasures

XsXsInputs YsYs

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High Level Process MapHigh Level Process Map

Car Dealer

DMAICStep C

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Documents

02 Define Phase