The document outlines the steps to take in the Define phase of a Six Sigma project. These include selecting a champion and process owner, initiating a project charter, forming a project team, identifying customers and their requirements, determining the project scope and metrics, mapping the core process, identifying problems, developing a problem statement and business case, and creating a project plan. The phase concludes with a Define phase-gate review with executive stakeholders.

1. DEFINE PHASE

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

19. Define the Deliverables for each phase

20. Determine the Resources necessary Resources: Financial Organizational Administrative support including ongoing training for the black belt, any green belts, and the other members of the team

21. Obtain approval for the project

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

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

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

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