1. The Define Phase Templates and Worksheets

2. 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).

3. 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

4. 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

5. 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

6. 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

7. 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

8. 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:

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

10. 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