The Define Phase of Your Certification Project · CTQC Example (with Operational Definitions) • CTQC = what process needs to perform correctly • Operational definitions = specific

The Define Phaseof Your Certification Project

• Define Phase Tool Requirements

• Examples and Common Mistakes

• Steps to Submit for Approval

• Overall Submission Guidelines

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Define Phase – Required Tools

•Complete EACH tool listed above

• Load to the Shared Files tab in TRACtion when all are complete

• Include a full explanation of EACH tool with the tool


Thought Process Map Example

• A Thought Process Map should follow the Question/Action/ Answer format for your project. (This is not a flowchart or regular process map.)

• Can be drawn in Visio or PPT

• First question should be what you are trying to answer for your project- Ex: “Why does the process take so long?”

• Complete the Q/A/A format thru the Define and early Measure phase

Why are muffins not uniform in size?

Get data onsize difference and

quantities

10% thrown away since less than half desired size, 25% sold at

clearance since 25% below size, 15% added other small item to

box to make look full

Why so much variation in size?

Review processto look for areas of

inconsistency

Calculate impact with accountant

TBD

What is the cost impact of not selling

at full price?

TBD

Example Explanation/Conclusions:The Thought Process Map for our Muffin Project shows we have a lot of data to collect for the Measure phase to answer those questions & will need to map the process.


Thought Process Map Cont’d:Common Mistakes

➢ First question isn't main issue trying to solve

➢ Final boxes give solutions (too early)

➢ Missing branches of questions that should be investigated

Why are muffins not uniform in size?

Get data onsize difference and

quantities

10% thrown away since less than half desired size, 25% sold at

clearance since 25% below size, 15% added other small item to

box to make look full

Why so much variation in size?

Review processto look for areas of

inconsistency

Calculate impact with accountant

TBD

What is the cost impact of not selling

at full price?

TBD


SIPOC Example

Example Explanation/Conclusions:SIPOC shows process “as is” and was very different from what some team members thought it was. Different team members had no visibility to areas outside theirs or the issues that appeared downstream.


SIPOC Cont’d: Common Mistakes

➢ Process Steps cover too much of the process out of scope of theproject

➢ All Suppliers/ Customers not included (internal & external)

➢ Inputs/ Outputs don’t match overall process OR individual processsteps


Pareto Example

Example Explanation/Conclusions:

Pareto of calls to Customer Support show that Viruses, Software Updates, and Hardware + Software issues are 80% of the issues seen. More detail needed on specifics and impact of each even to determine focus for improvement efforts

• Pareto uses count of attributes/buckets to show which bucket has largest contribution

• Often need to do data manipulation to tally categories

• Shows size of each category on X axis AND cumulative percentage of secondary Y axis



Pareto of calls to Customer Support show that Viruses, Software Updates, and Hardware + Software issues are 80% of the issues seen. More detail needed on specifics and impact of each even to determine focus for improvement efforts

Pareto Cont’d: Common Mistakes

➢ No explanation included aboutwhat the chart tells you!

➢ Cumulative % not included on the right hand side of chart

➢ Data not labeled

➢ Variable data (numbers) used for X axis instead of categories


Gantt Chart Example

Example Explanation/Conclusions:Team met to prepare the Gantt chart. All resources

are accounted for and activities planned. No issues expected.


Gantt Chart Cont’d: Common Mistakes

➢ Not enough detail on tasks. Want more than phase completion dates. Identify key milestones, team meetings etc.

➢ Resources not identified


CTQC Example (with OperationalDefinitions)

• CTQC = what process needs to perform correctly

• Operational definitions = specific description or numeric metric that describes the CTQC well enough an outsider can understand if the process is meeting its requirement

• Each CTQC must have an Operational definition

• May have to consult team and Sponsor to determine what level of performance is needed for each CTQC


CTQC tree shows what process needs to perform to customer standards for “good room service”. We don’t measure several of these and will need to start to determine if we are meeting them.


CTQC Cont’d: Common Mistakes

Most Common Errors:

➢ Don’t include Operational Definitionfor EACH CTQC (or at all)

➢ Operational Definition not specific enough. No metric, SOP, or clear definition. Ex: “ Fruit- No Brown Edges,” NOT “Good Fruit”

➢ Include items as CTQC’s that need tobe fixed, not what’s critical to success. Ex: “Delivery – 20min orless,” NOT “ Delivery takes too long”

➢ Don’t include CTQC’s that address needs of internal and external customers, where applicable


Steps to Submit Define Phase for Approval

Load all completed tools (including a full explanation for each tool) to the Shared Files tab in TRACtion

Answer the phase questions and submit for approval

Complete ALL the required tools for the Define phase


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General Guidelines for SubmittingTools/Phases

• The Coach reviewing your project doesn’t know your process or issue -- so explain it in detail so your thought process can be followed.

• Be sure in discuss the statistical conclusions of the tool where applicable, AND include the

practical conclusions for each tool (what does that mean for your project/process?).

• The Phase questions on the summary tab are meant for your overall comments and conclusions for the phase -- multiple tools may be needed to answer the question.

• If tools have assumptions about the data used, show that you checked those assumptionsand your data meets them.

• If you can’t use the particular tool on your project because your data doesn’t fit, please supply another example from another process and fully explain what data was used and conclusions. This is only allowed for 1-2 tools per project and is allowed at the discretion of the Coach.

BEST PRACTICE : Include ALL tools for the phase in a single Word, PPT, or PDF file with your comments to provide a smoother flow telling the story of your project.


Documents

The Define Phase of Your Certification Project · CTQC Example (with Operational Definitions) • CTQC = what process needs to perform correctly • Operational definitions = specific