Black Belt Program

Introduction to Define

Purpose of the Define Phase

Identify product and/or process to be improved Identify the customers, their needs and requirements Quantify the gap(s) between process outputs and customer requirements Define the performance standards or measures Establish project objectives Ensure resources are in place for the improvement project

Define

Measure

Analyze

Improve

Control

Primary responsibility of Project Champion and Black Belt

2

Define Phase Deliverables

Product or process balanced against strategic business requirements Customer, critical-to-satisfaction requirements Linkage of customer requirements to process outputs Team formed with charter describing purpose, goals and benefits of the six sigma project Financial benefits approved by Finance Department A high-level process map of major processing events occurring in the process Project plan with milestones and deliverables

Define

Measure

Analyze

Improve

Control

States the need of the customer (CTQ) and the problem

3

Purpose of Define Phase

Identifies the product and/or process needing improvement Establishes expectations of the improvement project Secures resources for the improvement project Utilizes Breakthrough Strategy to maintain focus on customers requirements

Define Phase Topics

Defining Values and Customer Relationships Metrics Project Selection and Definition Team Building Project Management Finance Deliverables

Defining Values and Customer Relationships Module

Who is the customer? Is the customer internal or external? What product, service or information does the customer receive? What are the customer requirements? Do the requirements represent the Voice of the Customer? Translate customer requirements into functional process requirements

Metrics

What data needs to be collected to quantify the customers requirements? Do current metrics account for the hidden factory? What is the process benchmark sigma? Six sigma metrics are identified for projects

Project Selection and Definition

What problem is being addressed? What are the customers Critical To Satisfaction elements? What defect needs to be reduced? What are the project objectives? How does the project impact the customer, business and functional area? Produces Project goals linked to top-level business goals Benefits to the organization One-page project definition and contract High-level process map (SIPOC)

Team Building

Who are the major stakeholders Do the team members represent the process? Core members vs. extended members Have team roles and responsibilities been defined and agreed upon? How will conflict and influence be managed? Produces Team communication and documentation plan Visual control/information center

Project Management

Are the key milestones and timelines established? What are possible barriers to completing the project? Produces Project plan following the Breakthrough Strategy Schedule of milestones and deliverables Critical path for phase implementation Plan to mitigate barriers Plan for updating and communicating project progress

10

Financial Management
Who is the financial analyst? What are the estimated cost of quality and potential project savings? Are savings classified as direct or indirect savings? Is the project aligned with the business objectives? Produces Validation of project savings from Finance

11