A Business Management Strategy

7. Key Terminology Critical to Quality Attributes most important to the customer Defect Failing to deliver what the customer wants Opportunity Event where success or failure can be determined Process Capability Level of quality your process can deliver X Underlying factors that affect Ys Y Measures being addressed by the project

8. Key Terminology Variation What the customer sees and feels Stable Operations Ensuring consistent, predictable processes to improve what the customer sees and feels Common Cause of Variation A source of failure that is always present as part of the random variation inherent in the process Special Cause of Variation A source of failure that lies outside the Process, and so is intermittent, unpredictable, unstable

9. DMAIC Define Measure Improve Analyze Control Team Chartering Customer Focus Process Mapping Measurement Variation Data Collection Data Analysis Process Analysis and Focus Root Cause Analysis Quantify Opportunity Generate Solutions Select Solutions Implementation Planning Monitor the Process Documentation Institutionalize

10. Case Study IT services business Customer service call center

15. Define Requirement Measure (CTQ) Quickly connect with a helpful person Wait Time Get the information I need Transfers; Service Time Apply the information, with help if needed Customer Satisfaction, Support Cost Understand how to avoid problems recurring Days to Close

32. Tools

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