Instructions

There are several slides in this assignment1. Slide 2 is a template describing the drill-down

activity

2. Slide 3 presents an example of the approach for one pathway through the process for the Y variable of sales

3. Slide 4 is a reproduction of slide 2 for you to use for the homework assignment

4. Slide 5 presents a process that you can use for the homework if you don’t have a process of your own

Be sure to view the notes section of the following slidesBe sure to view the notes section of the following slides

HowsWhats

Y → CTQ Tree

Y

Strategy

Strategy

Strategy

Metric

Metric

Metric

Driver

Driver

Driver Project

Project

Just do

Plan

Project

X

X

X

X

X

X

X

X

X

To change a Y, we must change the appropriate XsTo change a Y, we must change the appropriate Xs

CTQsCTQsPrioritiesPrioritiesStrategiesStrategies ActivitiesActivities RootCauses

RootCauses

Sales

Contacts

$ per sale

CloseRate

Cross-Sell

Pricing

Products

Process

Hiring

IncentivesScript content

Methodology

ProductsOffered

OJT

Apprenticeships

Extensive

Brief

Strict

Ad lib

CBT

Time

Trainers

None

Y or N

HowsWhats

Example

To increase sales, we must change script, methods, …To increase sales, we must change script, methods, …

HowsWhats

Y → CTQ Tree

Y

Strategy

Strategy

Strategy

Metric

Metric

Metric

Driver

Driver

Driver Project

Project

Just do

Plan

Project

X

X

X

X

X

X

X

X

XTo change a Y, we must change the appropriate XsTo change a Y, we must change the appropriate Xs

CTQsCTQsPrioritiesPrioritiesStrategiesStrategies ActivitiesActivities RootCauses

RootCauses

The Corn Crisp ProcessCorn Crisps12 servings

– ¾ cup yellow stone-ground cornmeal– 1 cup boiling water– ½ teaspoon salt– 3 tablespoons melted butter

Preheat the oven to 400ºF. Stir the cornmeal and boiling water together in a large glass measuring cup. Add the salt and melted butter. Mix well and pour onto a cookie sheet. Using a spatula, spread the batter out as thin as you possibly can -- the thinner the crisper. Bake the cornmeal for half an hour or until crisp and golden brown. Cut into 12 roughly equal triangular pieces. Serve hot with salsa.

VOC

•I love the fresh smell of corn crisps right out of the oven.

•I can’t wait to taste them, they melt in your mouth!

•I like the crunch when they’re thin and crispy.

•I like them best when they’re real fresh.

VOC

•I love the fresh smell of corn crisps right out of the oven.

•I can’t wait to taste them, they melt in your mouth!

•I like the crunch when they’re thin and crispy.

•I like them best when they’re real fresh.