During the define phase, the case for the project is prepared, the team is formed and the process is identified. STEPS:     Brainstorm or Brain Write Classify the ideas and prioritize Identify sponsor and appropriate belt for the project Create a charter - document which defines objectives and goals - areas where participant will focus - lays down process measures, financials and - defines the scope , i.e., the start and end points of the project, and the schedule.

THE VOICE OF THE CUSTOMER  Business exists because of its customers  Customer willing to pay if find value in it  To implement Six Sigma. find what is important to customer and what adds value?  They are considered as critical to quality (CTQ)  CTQ can be identified by “walking in the customers’ shoes” and using a tool such as Quality Function Deployment (QFD)  External Projects  Internal Projects .

IDENTIFYING OPPORTUNITIES AND SELECTING PROJECTS  Projects must be strongly linked to strategic goals of company  A typical improvement cycle: Define Customers and their expectations Identify gaps between expectations and performance Formulate and prioritize projects Assign belts and execute projects Evaluate results and benefits .

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