This document discusses Lean Six Sigma training and customer needs analysis tools. It explains COPIS (Customers, Outputs, Processes, Inputs, Suppliers), which is used to map customer requirements and how a process delivers outputs. The document also outlines the key elements of a project charter, including the business case, problem statement, project scope, team, timelines, and communication plan. The charter defines the purpose and intended outcomes of a project.

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Lean-Insight.com
Lean Six Sigma
Black Belt Training
Part 5
Training Location: Bangalore / Bengaluru

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Determine the Needs of our Customers
Methods of
Gathering
Active
Receptive
Indirect
Surveys
Views Cast
Site visits
Complaints
Errors/Feedback
Withdrawal
Repeat business
Gathering the Voice of Your Customer……
Define

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Topics
 About Projects
 Customer, CTQs and VOC
 COPIS
 Project Charter
COPIS
 Puts process and customer in perspective
 Depicts process flow
 Highlights process boundaries and interdependencies
 COPIS maps customer and process interaction by defining customer requirements
and steps taken to deliver the desired output
COPIS and SIPOC are used interchangeably.
Define

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COPIS -Components
Customer: Recipient of the process output.
Output: Anything produced for the customer (internal or external). Outcome
of the process.
Process: Group of activities required to transform inputs in to customer
desired output
Input: Material or knowledge required to produce the desired output
Supplier: Source that supplies the input
Metric: A measure of compliance with customer expectation or established
standard
Define

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COPIS -Components
Define

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Project Selection Approaches
Define

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Topics
 About Projects
 Customer, CTQs and VOC
 COPIS
 Project Charter
Define

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Project Charter
Project charter is a written roadmap that defines key questions or issues to be
addressed by the project. It defines the project's purpose and its intended outcomes.
The critical elements of a project charter are:
 Business Case
 Problem and Goal Statement
 Project Scope and Boundaries
 Project Team
 Project Timelines
 Communication Plan
Define

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Critical Elements Of A Charter
 Business Case: The need to do the project
 Problem and Goal Statement: Project problem and improvement goal in
distinct and measurable terms
 Project Team: Who will be involved in the project and what role will he or she
play?
 Project Scope: Area of influence and resources for the project
 Project Timelines: Project plan and key milestones
 Communication Plan: Communication strategy through the project
Define

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Lean-Insight.com
If you are looking for Lean Six Sigma Black Belt training certification in Bangalore /
Bengaluru visit:
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