Lecture 2: Define phase Six Sigma

Question 1

For what is the problem statement is used

Answer 1

is used to focus on specific deficiency (the correction will lead to business impact)

Question 2

What happens in the define phase

Answer 2

In the define phase we try to understand what the business problem is and how you quantify the problem

Question 3

What will a well-defined problement statement allow for a team (5)

Answer 3

• 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

Question 4

What is the hardest part of being a problem solver?

Answer 4

is choosing which problem to fix without jumping to a solution

Question 5

What do you need to do when the problem is defined?

Answer 5

Identify the customer requirements

Question 6

What is lead time

Answer 6

It reflects the length of time from request to delivery of a product or service.

Question 7

How to identify customer requirements (2)

Answer 7

• Primary research : telephone interviews focus groups and observations
• Secondary research: listening/ posts, industry intel, customer corresponde

Question 8

VOC

Answer 8

voice of the customer. You are trying to understand the needs of the customer. Is the driving voice as to what should be important to the organization and what the organization should focus on

Question 9

From VOC (voice of the customer) to CTQ (critical to quality)

Answer 9

1. Obtain characteristics of products or service
2. Determine measures and operational definitions
3. Develop target values
4. Establish specification limits
5. Establish defect rates

Question 10

The pathway of VOC

Answer 10

1. Identify customers and determine what you need to know
2. Gather reactive system data, fill gaps with proactive data
3. Analyze data to generate key list of customer needs

Question 11

The pathway of CTQ’s

Answer 11

4. Translate customer needs to CTQ’s

5. Set specifications for the CTQ’s

Question 12

Introduction to the process map

Answer 12

• select team of process experts
• determine the process steps
• select response factors

Question 13

The thought process map (7)

Answer 13

• state problem statement
• includes business case
• forces you to think ahead
• keeps the focus on the problem statement
• keeps track of thoughts and questions
• predicts, anticipates and plans for possible outcomes
• good tool for onwards communication

Question 14

Critical to quality

Answer 14

CTQ. Are the key attributes of a product or service that your customers have defined as being important. These measurable characteristics help us understand what steps in the process are value-added