Excellence Made Easy Six Sigma Body of Knowledge (BoK)

V Define

Voice of the Project Charter Project tracking

customer

Project plan
Charter content Charter negotiation Project management Project measures elements
Customer Customer feedback Customer
identification requirements
Business Case Project Measures
Project Management Work Breakdown
Project stakeholders Customer metrics Determining critical Problem Statement & benefits Project decision Structure
selection customer analysis
Identify the customer requirements Project Scope
Collecting Project portfolio Planning tools
Internal customers customer data Customer Goal Statement analysis
Business level expectations
Milestones/ Network planning
External customers Customer needs Deliverables rules
Operations level
End Users Customer priorities Resources required PERT
Process level
Intermediate Voice of the CPM
Customers Voice of internal Customer (VOC)
customer Gantt (Bar chart)
Impacted Critical to Quality
Parties Voice of external (CTQ) Tree
customer Project
External customer Kano model documentation
identification Customer surveys
Quality Function
Survey pitfalls
Customer service Deployment Project Review
Instruments to gather data
Customer retention Simplified approaches
Customer service
Measurement of
Customer loyalty measurement Cause-and-Effect
project activity
Matrix
Customer data
Perceptual Maps Milestones
analysis
reporting
Statistical tests
Project Report
Line graphs
Control charts
Document
Matrix diagrams archiving
Pareto analysis
Other comparative
analysis

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