Lecture 2: Define Phase Six Sigma Flashcards
How do you define the problem?
By developing a problem statement
A well defined problem statement should… (5)
- be short and avoid technical language
- be quantifiable
- not provide the solution
- pinpoint the ‘pain’ and explain the cost of the problem
- define the scope
What does scope mean?
the extent of the area or subject matter that something deals with or to which it is relevant.
What two things does a problem statement include?
- An identified measure that impacts the customer
* The severity
What are the two main things that impact the customers?
- Lead Time
* Quality
What does severity mean?
How big is the problem
What are the 5 steps that move from VOC to CTQ’s
- Identify customers and determine what you need to know
- Gather reactive system data, fill gaps with proactive data
- Analyze data to generate a key list of customer needs
- Translate customer needs into CTQ’s
- Set specifications for CTQ’s
What does VOC mean?
Voice of customer
What does CTQ mean?
Critical to quality
What is a CTQ tree?
a diagram-based tool you can use to clarify customer needs and understand more about specific, measurable performance requirements you need to meet to fulfill those needs.
Which two ways of research for customer data are there?
Primary research
Secondary research
What are ways of doing primary research to collect customer data? (3)
- telephone interviews
- observations
- focus groups
What are ways of doing secondary research to collect customer data? (5)
- Listening/posts
- industry interl
- customer correspondence
- industry benchmarking
- customer service
What are the 3 steps that fall under VOC?
Step 1 - Gather information on customer’s needs by listening to the Voice of the customer
Step 2 - Aggregate the VOC into a Critical to Quality (CTQ) statement or phrase
Step 3 - Translate the CTQa into an operational definition, or Q, that can be numerically tracked
What does TPM mean?
Thought Process Map
What is a TPM?
critical thought/logic flow chart for a project which includes the questions, tools used, and answers obtained during a project
What is the most important benefit of using a TPM
It ensures that nothing is left out or missed from the start of the project
True or false
Does the TPM include a problem statement?
True
Where is the Problem Statement positioned in the TPM?
At the top
True or false
The TPM does not include a business case?
False
The TPM predicts…
possible outcomes
What does the TPM document?
the past, present and future
What do the best projects focus on?
improving customer satisfaction
