The Define Phase Templates and Worksheets

Problem/Opportunity Theme Statement Project Title: What is the area of concern? What first brought this problem or opportunity to the attention of your business? What impact has this problem already had? What evidence is there that it is a problem worthy of attention? What will happen if the business does not address this problem? Summary problem statement (summarise the above in a concise statement).

Six Sigma Project Team Charter Project Title Process Expected Financial Impact Green Belt Telephone Number Champion Organization/Function Start Date Target Completion Date Problem/Opportunity Definition What is the Problem to be solved or the opportunity this project will exploit. Objective Improvement target, impact on Sigma, COQ/COPQ and Customer Satisfaction Business Case What improvement in business performance is expected. $ impact and by when. Team Members Who are the team members and key experts to be consulted. Project Scope Which part of the process will be investigated Customer Benefit Who are the final customers. What benefits will they see and what are their most critical requirements. Define completion Measure completion Analyse completion Improve completion Control completion Project Completion What are key milestone dates for completion of each stage. Schedule

Using RATER to Design Service Processes What does it mean? How do we do it? Quality Dimension Quality Service Standards Supporting Infrastructure - Processes/People/Technology Reliability Assurance Tangibles Empathy Responsiveness

Managing Perceptions of Quality Think of a customer contact point associated with a service you currently provide to a customer(s), how are he following dimensions managed? What could you do? Service : . Quality Dimension Quality Service Standards – Customer Requirements Reliability Assurance Tangibles Empathy Responsiveness

Kano Analysis Delighters Satisfiers High Customer Satisfaction Delighters Breakthrough Customer Needs/Features Satisfiers Core Competitive Requirements Not Done of Done Poorly Dis-satisfiers Basic Requirements Done Very Well Low Customer Satisfaction

Customer Requirements Statement Outputs: Customer Requirements Measure Target Importance to Customer Customer Satisfaction Priority Rating (Importance x Satisfaction) What is this customer’s major complaint? What issue would they want us to work on? Ranking Scheme Importance to customer: 1 = Nice to Have, 2 = Important, 3 = Critical, Must Have Customer Satisfaction: 1 = Very Satisfied, 2 = OK. Could be better, 3 = Unhappy, Must be improved

Process Definition Worksheet Objective : To specifically define the scope of the process being studied Process Name: The Process Starts with: The Process Ends with: The Process includes: The Process excludes: Connecting Process:

SIPOC Analysis Worksheet Date Process Name Page of Suppliers Inputs Process Steps Outputs Customers

Process Flow Analysis Chart Date Process Name Page of Estimated Time Description Operation Inspection Transport Quantity Distance Notes Delay Store D D D D D D D D D D D D D D D D D D D D D