Lecture 2: Define Phase Six Sigma

Question 1

How do you define the problem?

Answer 1

By developing a problem statement

Question 2

A well defined problem statement should… (5)

Answer 2

• 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 3

What does scope mean?

Answer 3

the extent of the area or subject matter that something deals with or to which it is relevant.

Question 4

What two things does a problem statement include?

Answer 4

• An identified measure that impacts the customer
• The severity

Question 5

What are the two main things that impact the customers?

Answer 5

• Lead Time
• Quality

Question 6

What does severity mean?

Answer 6

How big is the problem

Question 7

What are the 5 steps that move from VOC to CTQ’s

Answer 7

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 a key list of customer needs
4. Translate customer needs into CTQ’s
5. Set specifications for CTQ’s

Question 8

What does CTQ mean?

Answer 8

Critical to quality

Question 9

What is a CTQ tree?

Answer 9

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.

Question 10

Which two ways of research for customer data are there?

Answer 10

Primary research
Secondary research

Question 11

What are ways of doing primary research to collect customer data? (3)

Answer 11

• telephone interviews
• observations
• focus groups

Question 12

What are ways of doing secondary research to collect customer data? (5)

Answer 12

• Listening/posts
• industry interl
• customer correspondence
• industry benchmarking
• customer service

Question 13

What are the 3 steps that fall under VOC?

Answer 13

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

Question 14

What does TPM mean?

Answer 14

Thought Process Map

Question 15

TMP Thought Process Map layout (8)

Answer 15

1. Problem statement
2. Business case - process map - baseline
3. Questions
4. Activities/tools - answers
5. Problem solution

Question 16

What is a TPM and what does it do (8)?

Answer 16

critical thought/logic flow chart for a project which includes the questions, tools used, and answers obtained during a project

• States the problem statement
• Includes the 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
• Documents past and present

Question 17

What is the most important benefit of using a TPM

Answer 17

It ensures that nothing is left out or missed from the start of the project

Question 18

The TPM predicts…

Answer 18

possible outcomes

Question 19

What does the TPM document?

Answer 19

the past, present and future

Question 20

What do the best projects focus on?

Answer 20

improving customer satisfaction