Define Phase

English

1. DEFINE PHASEDEFINE PHASE

2. Select the champion and identify the Select the champion and identify the
process ownerprocess owner
Champion: senior manager who is closest to Champion: senior manager who is closest to
the processthe process
Process owner: person responsible for the Process owner: person responsible for the
performance of the process and for performance of the process and for
sustaining the gains achieved through Six sustaining the gains achieved through Six
Sigma and identifying future opportunities Sigma and identifying future opportunities
for improving the processfor improving the process

3. Initiate the Project CharterInitiate the Project Charter
Establishes the project and the project teamEstablishes the project and the project team
Sets the objectives for the project, and Sets the objectives for the project, and
creates the project rationale or justificationcreates the project rationale or justification

4. Initiate the Project CharterInitiate the Project Charter
Important to give the project a title that Important to give the project a title that
describes it accuratelydescribes it accurately
Gives the champion and the project team Gives the champion and the project team
authority to use organizational resources for authority to use organizational resources for
the project and forms the basis of the project and forms the basis of
communication with stakeholderscommunication with stakeholders

5. Form the Project TeamForm the Project Team
Begins with the black belt who will lead the Begins with the black belt who will lead the
teamteam
Black Belts must have sufficient training in Black Belts must have sufficient training in
Six Sigma, but also facilitation skills and Six Sigma, but also facilitation skills and
leadership skillsleadership skills
The team leader selects the other members The team leader selects the other members
of the project teamof the project team

6. Form the Project TeamForm the Project Team
The team that works with the black belt The team that works with the black belt
should be small: 4 to 6 membersshould be small: 4 to 6 members
The team should include green belts and The team should include green belts and
employees who know the process and have employees who know the process and have
experience with it.experience with it.
The people chosen for a project team must The people chosen for a project team must
be familiar with Six Sigma and be able to be familiar with Six Sigma and be able to
commit some time to the projectcommit some time to the project

7. Form the Project TeamForm the Project Team
Identify the key stakeholdersIdentify the key stakeholders
Build a system chart to show levels of Build a system chart to show levels of
involvement in decisions ( RACI model)involvement in decisions ( RACI model)

8. Identify the CustomersIdentify the Customers
Customer: any person or organization that Customer: any person or organization that
receives a product or service from a processreceives a product or service from a process
External, if not a part of the organization External, if not a part of the organization
supplying the product or servicesupplying the product or service
Internal if part of the organizationInternal if part of the organization

9. Collect customer dataCollect customer data
Gather the voice of the customer ( VOC)Gather the voice of the customer ( VOC)
Several means to get the data:Several means to get the data:
Customer complaintsCustomer complaints
Telephone surveyTelephone survey
Mail surveyMail survey
Focus group, in personFocus group, in person
Focus group, onlineFocus group, online
Interviews, one to oneInterviews, one to one
Intercepts ( interviews on the street)Intercepts ( interviews on the street)

10. Collect customer dataCollect customer data
The Master Black Belt should help the black The Master Black Belt should help the black
belt develop a survey that will be most belt develop a survey that will be most
appropriate for the project and the appropriate for the project and the
customerscustomers

11. Define the Customer CTQ Define the Customer CTQ
RequirementsRequirements
Take the customer data ( VOC) and translate it Take the customer data ( VOC) and translate it
from «  customer language » into CTQs, say from «  customer language » into CTQs, say
customer requirementscustomer requirements
One way to identify measures that translate CTQs One way to identify measures that translate CTQs
is the CTQ treeis the CTQ tree
To prioritize CTQs, the team can use a CTQ To prioritize CTQs, the team can use a CTQ
matrixmatrix
Good way to identify the areas that the team needs Good way to identify the areas that the team needs
to improve in order to better satisfy the most CTQs to improve in order to better satisfy the most CTQs
or the most important CTQs.or the most important CTQs.

12. Determine the Scope of the ProjectDetermine the Scope of the Project
Boundaries within which the Six Sigma team Boundaries within which the Six Sigma team
worksworks
Scoping ensures that the team will be focusing on Scoping ensures that the team will be focusing on
the biggest problem, the best opportunity for the biggest problem, the best opportunity for
improvementimprovement
Necessity to understand where we could gain the Necessity to understand where we could gain the
greatest financial benefitsgreatest financial benefits
One way to do this is by using a Pareto chartOne way to do this is by using a Pareto chart

13. Define and Map the Core Business Define and Map the Core Business
ProcessProcess
Simple flow chart that names and defines the Simple flow chart that names and defines the
processprocess
Set start and stop points for the process and sketch Set start and stop points for the process and sketch
the basic steps ( usually 4 to 7) insequencethe basic steps ( usually 4 to 7) insequence
Useful to label each step in process as critical, Useful to label each step in process as critical,
major, or minor in terms of the output of the major, or minor in terms of the output of the
processprocess
Also indicate the supplier, the inputs and the Also indicate the supplier, the inputs and the
outputs of the process and of every step, and the outputs of the process and of every step, and the
customercustomer

14. Establish the Project MetricsEstablish the Project Metrics
Need to choose the measures by which it will be Need to choose the measures by which it will be
assesing its progress toward meeting customer assesing its progress toward meeting customer
requirements, throughout the project and requirements, throughout the project and
ultimately, at the end of the projectultimately, at the end of the project
Project metrics should reflect the VOC but also the Project metrics should reflect the VOC but also the
voice of the business- mission, goals and objectivesvoice of the business- mission, goals and objectives
Metrics are generally according to any of 3 basic Metrics are generally according to any of 3 basic
dimensions: quality, time ( cycle time or delivery), dimensions: quality, time ( cycle time or delivery),
and money ( cost or price)and money ( cost or price)

15. Identify the important problems in Identify the important problems in
the processthe process
Problems pften identified very qualitatively Problems pften identified very qualitatively
at firstat first
But need for defining each problem more But need for defining each problem more
specifically, with quantitative data, when specifically, with quantitative data, when
possiblepossible

16. Develop the Problem Statement and Develop the Problem Statement and
the Business Casethe Business Case
Problem Statement:Problem Statement:
Should include the basic facts, such as the Should include the basic facts, such as the
circumstances in which the problem occurs and the circumstances in which the problem occurs and the
extent of the impact of the problemextent of the impact of the problem
Should also provide a baseline, set improvement goals, Should also provide a baseline, set improvement goals,
indicate the approach for resolving the problem, sketch indicate the approach for resolving the problem, sketch
a time frame for the projecta time frame for the project
Give an estimate of the benefits and financial savingsGive an estimate of the benefits and financial savings

17. Develop the Problem Statement and Develop the Problem Statement and
the Business Casethe Business Case
Business Case:Business Case:
Communicates the need for the project in terms Communicates the need for the project in terms
of meeting business objectivesof meeting business objectives

18. Focus on the vital Few FactorsFocus on the vital Few Factors
Made through a Pareto analysisMade through a Pareto analysis
Pareto analysis:Pareto analysis:
Technique that uses data to assess the relationship Technique that uses data to assess the relationship
between causes and a specific effect and then creates between causes and a specific effect and then creates
a graphic display of the causes in order of importance a graphic display of the causes in order of importance
and tracks the cumulative effectsand tracks the cumulative effects

19. Define the Deliverables for each Define the Deliverables for each
phasephase

20. Determine the Resources necessaryDetermine the Resources necessary
Resources:Resources:
FinancialFinancial
OrganizationalOrganizational
Administrative support including ongoing Administrative support including ongoing
training for the black belt, any green belts, and training for the black belt, any green belts, and
the other members of the teamthe other members of the team

21. Obtain approval for the projectObtain approval for the project

22. Start training the Team MembersStart training the Team Members
Focuses on the tools and techniques Focuses on the tools and techniques
necessary for the steps planned for that necessary for the steps planned for that
specific projectspecific project

23. Form a Project PlanForm a Project Plan
The Plan structures the project into steps and The Plan structures the project into steps and
schedules milestones, deliverables, and goals for schedules milestones, deliverables, and goals for
the 5 phases:the 5 phases:
The milestones indicate when and where the team The milestones indicate when and where the team
should be in the projectshould be in the project
For each task, the project plan should specify the For each task, the project plan should specify the
person with primary responsibility and indicate the person with primary responsibility and indicate the
start and finish times and duration for each taskstart and finish times and duration for each task

24. Form a Project PlanForm a Project Plan
The black belt, master black belt, and the The black belt, master black belt, and the
champion should specify and schedule the champion should specify and schedule the
training needed by each member of the teamtraining needed by each member of the team
They should also schedule the five phase-They should also schedule the five phase-
gate reviewsgate reviews
Finally, the project plan will include a Finally, the project plan will include a
communication plancommunication plan

25. Conduct the Define Phase-Gate Conduct the Define Phase-Gate
ReviewReview
The review provides the members of the executive The review provides the members of the executive
team an opportunityteam an opportunity
To ask questions about the projectTo ask questions about the project
Make commentsMake comments
Discuss any obstaclesDiscuss any obstacles
Allocate resources as necessaryAllocate resources as necessary
Ensure that the project team is achieving the project Ensure that the project team is achieving the project
goals according to schedulegoals according to schedule
And provide positive reinforcement for the project teamAnd provide positive reinforcement for the project team