Joe Dager
Business901
Fort Wayne, IN 46845
Phone: 260-438-0411

Website:http://www.Business901.com
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Email: jtdager@business901.com

In the previous exercise, I just discussed the Measure phase of DMAIC and wanted to let you in
on something, I left a little bit out. I think the average person hates math, especially marketing
people. I only gave you a slight introduction, mostly for you to evaluate the process. Even if you
only use "Tribal Knowledge" you will be better off going through the exercise. To get "Six
Sigma" results you do have to measure and use statistical data, but to improve your processes,
you can simply use Tribal knowledge, to an extent.

However, I will warn you, Tribal knowledge is not always correct. Observation of the numbers, without proper analysis, seldom works. You would be amazed at some of the scenarios I have seen where the obvious data does not work out to the obvious answer. But on with the show and how do you analyze something.

Typically, great discussion takes place on what should be measured. Make sure whatever you do has impact on the customer. You have a process map at your disposal; a set of measurements, so pick the one you understand best and there is an obvious problem with. This will make it simple rather than just trying to improve on the process.

You have two basic analysis to do, process and data. You can more than likely analyze either one
first or even have separate parties do each. Remember the purpose of the analysis is to find the
root cause of the problem. You will use these three steps, Exploring, Generate Hypothesis,
Verify Cause. Support your decision utilizing one of the tools listed in the chart. There are more
advanced steps, but this will give you a good foundation to start.