Skillogic Knowledge Solutions is one of the top training centre for Lean Six Sigma Green Belt training in Bengaluru / Bangalore, Chennai and Hyderabad. Here is the material of training (part 3). If you are looking for six sigma course along with certification in India, then Skillogic is of the best options.

1. Lean Six Sigma – Green Belt Workshop
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Part 3

2. 2
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

3. 3
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

4. 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

5. 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

6. 6
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

7. 7
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

8. 8
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

9. 9
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

10. 10
COPIS -Components
Define

11. 11
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