Six Sigma Define Phase Flashcards
1
Q
Why do we use a problem statement?
A
The problem statement is used to focus on a specific deficiency.
2
Q
What is the problem statement?
A
- You start the define phase by writing a problem statement
- A well-defined problem statement will allow the team to stay focused and complete the project in a timely manner.
3
Q
What are the characteristics of the problem statement?
A
- short (e.g. 3 sentences)
- avoid technical language.
- quantifiable.
- not provide the solution.
- pin point the “pain” and explain the cost of the problem.
- define the scope.
4
Q
Voice of the Customer
A
- Identify customers and determine what you need to know
- Gather reactive system data, fill gaps with proactive data
- Analyze data to generate key list of customer needs
5
Q
Critical to Quality (CTQ)
A
- Translate customer needs into CTQ’s
- Set specifications for the CTQ’s
6
Q
VOC - Sources of customer data
A
- Primary research - telephone interviews, observations, focus groups
- Secondary research - customer correspondence, industry benchmarking, customer service
7
Q
The pathway to CTQs
A
- has measureable specifications (upper specification limit, a target and a lower specification level) that must be met in order to satisfy the customer.
VOC → Customer Need → Metric → CTQ Target → CTQ Tolerance
8
Q
Thought Process Mapping
A
- Critical thought/logic flow chart for a project which includes the questions, tools used, and answers obtained during a project
- The first and most critical operational quality tool.
- This guides a project.
9
Q
Characteristics of the TPM
A
- 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
- Documents past and present and future
