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1. 1
Lean-Insight.com
Lean Six Sigma
Black Belt Training
Part 4
Training Location: Bangalore / Bengaluru

2. 2
PDSA/PDCA and QC Tools
P-Define
ACT PLAN
STUDY DO
Brainstorming
Pareto analysis
Why-Why diagram
Check sheets
Run charts
Control charts
Cause and effect
diagram
Scatter diagrams
Control charts
Run charts
Histograms
Scatter diagrams
Check sheets
Pareto charts
Continuous
improvement

3. 3
Phases of Six Sigma
Define
DEFINE MEASURE ANALYZE IMPROVE CONTROL
Step D.1 Step D.2
Step Map project Approve Project
Deliverables  Project Charter
 COPIS
 Project Feasibility
Tools  Survey
 Focus Group
 Interview
 Charter
 COPIS
 CBA
 FMEA

4. 4
Topics
 About Projects
 Customer, CTQs and VOC
 COPIS
 Project Charter
Characteristics of a good project
 Should have clearly defined scope
Should have significant impact on customer
 Should be in line with business objectives
 Should have synergy with other projects (must not conflict)
 Should be focused on key CTQ
 Should generate bottom-line hard dollar benefits, Cost Avoidance or
Productivity increase
Define

5. 5
Idea of Projects
Project topics usually surface as issues in a product or process. The project
ideas may also come from:
 Customer dashboards
 Customer Surveys
 Other related projects
 Internal issues
The tools which can be used to identify project ideas:
 Brainstorming
 QFD
 Root cause analysis
Define

6. 6
Topics
 About Projects
 Customer, CTQs and VOC
 COPIS
 Project Charter
Identifying the Customer
Who is the customer? Internal Customer or External Customer ?
Customer receives the output of a process
 Internal customer: E.g. Marketing person for manufacturing company is an internal customer
 External customer: E.g. Buyer of the product or services
Define

7. 7
What is Critical to Quality (CTQ)
CTQ’s from any process are translated from customer
requirements
Customer to CTQ
What is a CTQ? [Business or Customer CTQ?]
A CTQ (Critical to Quality) also known as a KPI (Key Process Indicator) is a metric that
measure some aspect of a product or process which is critical to the customer. The
customer defines acceptable levels for CTQs using specification limits.
Define

8. 8
CTQ Tree eg. in Six Sigma Project
Define
Cost of Dissatisfaction (COD), Cancellation (CNL), Net Promoter Score (NPS) and Quality are the 4
different groups under the Americas Sales Operations workgroup.
This project is being run for the NPS group with focus on the Support subgroup. Poor Support
Quality has resulted in a significant impact on the customer satisfaction with customers choosing
to prefer other brands over XYZ.
COD
NPS
CNL
QUALITY
SUPPORT
Quality
PRODUCT
SALES
Output
Project Y

9. 9
Who are Customers?
External
Those outside the organisation who actually receive its
output
i.e. End Customers
Any Individual or a Department who receives the Output of your Process is your
Customer
Internal
Those within the Organization who benefit from the Service
Lets Discuss: Customer vs. End Consumer……………are they
different!!
Define

10. 10
Lean-Insight.com
If you are looking for Lean Six Sigma Black Belt training in Bangalore / Bengaluru
along with certification visit:
http://lean-insight.com/six-sigma-training-bangalore/