Voice of the Customer
Identify Key Business
Black Belt Projects
Transform How Day-to
Day Business is
Define the problem
Measure Measure defect rates and document
the process in its current incarnation.
Analyze process data and determine
the capability of the process.
Improve the process and remove
Control process performance and
ensure that defects do not recur.
THE DMAIC ALGORITHM
Projects Begin with a
Detailed Assessment of Customer Needs
A. Identify project CTQs: what the customer thinks is essential.
B. The Team Charter represents the business case for the project.
C. Define and build a process map that relates measurable
internal processes to customer needs.
These will now be addressed in greater detail