Lean Six Sigma – Green Belt Workshop

© 2015 Skillogic Knowledge Solutions. All Rights Reserved

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Welcome

Part 3

2

Topics

About Projects Customer, CTQs and VOC COPIS Project Charter

Characteristics of a good project Should have clearly defined scopeShould 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 Productivityincrease

Define

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

Topics

About Projects Customer, CTQs and VOC COPIS Project Charter

Identifying the CustomerWho 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

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

Who are Customers?

ExternalThose outside the organisation who actually receive its outputi.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

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

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 requirementsand steps taken to deliver the desired output

COPIS and SIPOC are used interchangeably.

Define

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 outputInput: Material or knowledge required to produce the desired outputSupplier: Source that supplies the input

Metric: A measure of compliance with customer expectation or established standard

Define

10

COPIS -Components

Define

11

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© 2015 Skillogic Knowledge Solutions. All Rights Reserved